Accidental Overpayment

If you inadvertently process an incorrect payment, please follow these instructions.

You charge less than should be paid

If you process a payment for less than what needs to be paid, simply inform the patient and make another payment for the difference.

For example:
  • Robert needs to pay $80.00 at the time of collection, but you process an amount of $8.00
  • Make a second payment of $72.00 using the same Lab Reference number and patient details

You charge more than should be paid

If you process a payment for more than what needs to be paid, you need to contact the Pre-payments Contact Centre to process a reversal.

For example:
  • Robert needs to pay $80.00 at the time of collection, but you process an amount of $800.00
  • If this happens during operating hours for the Pre-payments Contact Centre, call 1800 328 987 with the receipt number, lab reference number and patient details to process a reversal.
  • If this happens outside of operating hours for the Pre-payments Contact Centre, print a copy of the receipt and call within operating hours on 1800 328 987 to process a reversal. Alternatively you can use this form to request a reversal, which will be processed by the Pre-payments Contact Centre during operating hours. 
Note: Please advise the patient that once the reversal has been processed, it may take up to 3-5 business days for the refund to appear on the credit card.