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VetVine Client Care

Posted On Jun 20, 2025

Updated On Jun 25, 2025

Collecting A Deposit

Practice Management

This question was submitted during a past webinar on a practice management topic:

Question:
I personally encountered a situation this week - with my own pet's visit to a specialty hospital. He was scheduled for an outpatient diagnostic procedure. If they found something, there would be an additional interventional procedure performed to address the problem. I was given a hefty estimate - in the event he needed "the works." Fair enough. They requested a 50% deposit for the high end of the estimate. Again - fair enough. They swiped my credit card and I went on my way.

Good news for my dog - he didn't need "the works." When I went to pick him up and reconcile the day's charges, I had a credit of almost $100. My question is this ... I was told they would send me a check for the overpayment on services (difference from final bill vs. deposit I paid). This seems ludicrous! I've never seen this in any other industry or any other practice I've worked in. Any comments about this with regard to business practice / legality / not to mention, inefficiency???

Answer by Sandy Walsh, RVT, CVPM:
I know it seems ludicrous that the practice wasn't able to just return the credit to your card but it isn't that simple. It is very common practice in specialty and emergency practices to handle refunds in this manner. I know it would be easier and more efficient to credit the card. Will usually only be done for the full amount. I'm glad you didn't have to spend the whole amount and then some :-)