Vendor Payments and Refunds

How the money moves

A client buys one of your offerings in the Kulcare patient app: a 1:1 package, a seat in a class, a visit plan or a meal plan. The client pays through the payment provider. The provider sends your share to your payout account.

Kulcare keeps a commission on each payment. The commission is 5% by default. The rest is your share. For example, on a payment of ₹1,000, Kulcare keeps ₹50 and your share is ₹950.

1Set up payouts

Where: Connect › Payments

Clients cannot find or pay you until your payout account is active. Until then, the page says: “Your profile is unlisted to patients until you complete payment-account setup.”

If the page says Finish your setup first, you have not finished Connect onboarding. Select Finish setup, complete it, and then come back to Payments.

In India: Cashfree

Kulcare takes payments in India through Cashfree. If the page asks you to choose a provider, select Cashfree. The page marks the provider for your country as Recommended for your country.

1. Open Payments. Find the Submit KYC form.
2. Fill in the fields in the table below.
3. Select Submit for review.
4. The page shows KYC submitted, and the tag beside the page title shows the new state (section 2).

Cashfree can ask for more proof before it activates your account. Keep these documents ready:

• Identity proof: an Aadhaar card, a passport, or a photo ID from the government.
• Bank account proof: a cancelled cheque or a recent bank statement that shows the name, the account number and the IFSC.
• Business or tax registration: a GST certificate (if you have one) or a PAN card that agrees with your legal business name.

In the United States and the United Arab Emirates: Stripe

Kulcare takes payments in these countries through Stripe. Stripe setup is not open in Connect yet. The page shows United States payments — coming soon or United Arab Emirates payments — coming soon. Your profile data stays saved.

2Read your account state

Where: the tag beside the Payments title

If the provider could not check your bank account, the page says “The bank account did not pass the check. Enter the bank details again.” Select Try again. The form opens on the bank account field.

If you turned off search for your profile, Kulcare does not make it public when your account becomes active.

3See your payments

Where: Payments › Recent payments

Each row shows the client, the offering, the date and the amount. A tag shows the state of the payment. When the payment is Paid, a second tag shows the state of your payout.

A paid order that was not completed

Sometimes a client pays, but Kulcare cannot make the seat or the plan. For example, you cancelled the batch before the payment arrived. The page then shows 1 paid order was not completed. with the order below it.

You do not need to do anything. Kulcare support refunds this order in full. The notice goes away after the full refund.

4Refund a client

Always refund a client in Kulcare, from the screens below. Do not refund in the provider dashboard. Kulcare does not see a refund that you make there, so your records and the client's records become wrong.

You cannot start a partial refund yourself. The client asks for an amount, and you approve or reject it. For any other refund, contact Kulcare support.

Remove a person from a class

Where: Class schedule › the batch › Roster

1. Select Remove on the person's row.
2. If the person paid through Kulcare, the dialog asks Refund this seat? Select Full refund or No refund.
3. Select Remove.

A full refund goes back to the person who paid. You cannot undo it. The freed place goes to the first person on the waitlist. If the refund fails, nothing changes, and you can try again.

A client cannot cancel a paid seat. The client must ask you for a refund.

Cancel a batch

1. Open the batch and select Cancel batch.
2. Read the dialog: every person gets a notice, and every paid seat gets a full refund. You cannot undo this.
3. Select Cancel batch.

If a refund fails, the batch is still cancelled. The seat shows Refund failed under Places that ended. Select Retry refund on that row. If it fails again, contact Kulcare support.

Decline a visit request

Where: Visit schedule, or Visit requests on your dashboard

A paid visit plan arrives as a request. It shows Answer by a date and time, 72 hours after the payment.

1. To refuse it, select Decline.
2. The dialog tells you that the client gets a full refund and no visits are made. Select Decline.

If you do not answer before the time ends, Kulcare declines the request and the client gets a full refund. The client can also cancel a request before you answer it, and gets a full refund.

5Answer a refund request

Where: Payments › Refund requests

A client can ask for some or all of the money back on a paid order. You get a notice, and the request shows in Refund requests. The card shows only after your first request.

Each row shows the client, the offering, the amount the client asks for (Asks), what the client paid and what is already refunded, and the reason. Use Pending, Approved, Rejected and Withdrawn to filter the list.

Approve

1. Select Approve.
2. Read the amount in the dialog. You cannot change the amount, and you cannot undo the refund.
3. Select the Refund button. It shows the amount, for example Refund ₹400.

When the client asks for all the money that is left on the order, it is a full refund. The dialog says This is a full refund. A full refund also ends the seat, the visit plan, the meal plan or the package. A partial refund moves money only. The service continues.

If the dialog says The refund did not go through. Try again later., the request stays open, and no money moved.

If a full refund went through but the service did not end, a message tells you so. End the service from the client page.

Reject

1. Select Reject.
2. Write a Note to the client. The client sees this note. You must write a note to reject.
3. Select Reject request.

After a reject, no money moves. The client can send a new request for the same order.

Rules for requests

• An order can have one open request at a time.
• The client can withdraw a request before you answer it.
• If you do not answer in 7 days, Kulcare support can approve or reject the request. The row then says Kulcare support decided this request.
• If another refund gives back all the money on the order, Kulcare closes the open request. The row says Closed by a full refund.

The client gets a notice when you approve or reject. A reject notice includes your note. When an approved refund fails at the provider, the request opens again, and you and the client each get a notice. Approve it again. You cannot reject it.

6What “owed” means

You pay for every refund, from your share of the payment. Sometimes the provider cannot take the full refund from your share. Kulcare then pays the difference to the client, so the client gets the full amount at once. Kulcare records that difference as an amount that you owe Kulcare.

If Kulcare cannot read from Cashfree how much of your share is left, it records the whole refund as owed.

With Stripe, the whole refund comes back from your share, so you owe nothing.

When something looks wrong

What this guide does not cover

This guide is about money that your clients pay you. Kulcare does not refund money that a practice pays for its own Kulcare subscription. See Billing and Your Subscription.