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Navigate to Billing > Chargebacks to view and manage disputes. You’ll also see chargeback notifications in your alerts when a dispute is filed.

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What is a Chargeback?

A chargeback happens when a cardholder contacts their bank to dispute a payment made at your practice. Common reasons include:
  • The cardholder doesn’t recognize the charge
  • They believe the amount is incorrect
  • They claim they didn’t receive the service
  • They allege the transaction was fraudulent
When a chargeback is filed, the disputed funds are temporarily held while you have a chance to respond with evidence. If you don’t respond before the deadline, the dispute is automatically decided — usually against you.

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Chargeback Lifecycle

Every chargeback moves through a series of stages:
1

Inquiry (Action Required)

The cardholder’s bank is asking for more information. No funds have been debited yet. You have a window to respond with evidence before this escalates to a formal dispute.
2

Dispute (Action Required)

The chargeback has been formally filed. Funds are temporarily returned to the cardholder. You can submit evidence to contest the dispute, or accept it.
3

Processing

Your response is under review by the card network. No action is needed from you at this point.
4

Provisional Win

The initial review favors your practice, but the cardholder can still escalate. This is a good sign but not final.
5

Final Decision: Won, Lost, or Accepted

The card network has made a final ruling. If Won, the funds are returned to your account. If Lost, the cardholder keeps the funds and the dispute fee stands. If you chose to Accept the chargeback earlier, the dispute closes in the cardholder’s favor without further review.

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Viewing Chargebacks

The Chargebacks page shows all disputes in a table with:
  • Amount — The disputed amount.
  • Status — Current stage of the dispute (color-coded: yellow for action required, red for lost/dispute, green for won).
  • Reason — Why the cardholder is disputing (e.g., “Fraudulent transaction,” “Not received”).
  • Due Date — Your deadline to respond. After this date, the dispute is automatically decided.
  • Payment — The original payment that was disputed.
  • Created — When the chargeback was filed.
Click any row to open the detail view.
You can also reach chargebacks from the Charges page — any charge with a “Chargeback” status badge has a View Chargeback option in its row menu.

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Responding to a Chargeback

When you open a chargeback that requires action, you’ll see the evidence section listing what the card network needs from you. Each evidence item shows whether it’s required or optional.

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Providing Evidence

Evidence falls into two categories: Text responses — Written explanations you type directly. For example, a rebuttal explaining why the charge is legitimate, or details about the service provided. File uploads — Documents you upload as proof. Accepted formats are PDF, JPEG, PNG, and TIFF (max 25 MB per file).

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What Evidence to Submit

The specific evidence items depend on why the cardholder is disputing. Here’s what to prepare for common reasons:
The cardholder claims they didn’t authorize the payment.Submit:
  • Signed intake forms, consent forms, or treatment agreements
  • Photo ID verification if collected at check-in
  • CVV/3D Secure verification records (shown automatically if available)
  • Appointment records showing the patient attended
  • Any communication with the patient confirming the visit
The cardholder claims they didn’t receive the service.Submit:
  • Appointment records showing the visit occurred
  • Clinical notes or treatment records from the date of service
  • Before/after photos if applicable
  • Check-in records or signed forms from that visit
  • Follow-up communications referencing the completed service
The cardholder says they were charged the wrong amount.Submit:
  • The original receipt or charge breakdown
  • Signed treatment plan or cost estimate
  • Price list or fee schedule showing the correct amount
  • Any pre-authorization or quote provided to the patient
The cardholder claims they were charged more than once.Submit:
  • Transaction history showing each charge corresponds to a different service or date
  • Separate receipts for each transaction
  • Appointment records for each date of service
The cardholder claims they canceled a membership or payment plan but were still charged.Submit:
  • The signed recurring billing agreement or membership contract
  • Your cancellation policy
  • Communication records showing no cancellation was received
  • Payment plan terms agreed to by the patient
The cardholder claims the service was defective or not as described.Submit:
  • Documentation of the service performed
  • Before/after photos
  • Signed consent forms acknowledging the expected outcome
  • Communication showing the patient was satisfied or didn’t raise concerns
  • Your refund or redo policy
The cardholder doesn’t recognize the charge on their statement.Submit:
  • Receipt with your practice name and the patient’s name
  • Appointment confirmation sent to the patient
  • Any correspondence with the patient about the visit
  • This is often resolved when the patient recognizes the charge — but submit evidence in case they don’t

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General Tips

  • Respond as early as possible. Don’t wait until the deadline. Earlier responses give you more time to correct issues if your evidence is incomplete.
  • Be thorough. Submit every piece of relevant evidence, even optional items. More documentation strengthens your case.
  • Write clear rebuttals. When providing text responses, be factual and specific. Reference dates, amounts, and patient interactions. Avoid emotional language.
  • Keep records proactively. The best defense against chargebacks is having documentation ready before they happen — signed consent forms, intake paperwork, treatment records, and receipts.

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Accepting a Chargeback

If the dispute is legitimate (e.g., you agree the patient was overcharged or the service wasn’t provided), click Accept Chargeback. This:
  • Closes the dispute in the cardholder’s favor
  • The disputed funds remain with the cardholder
  • The dispute fee still applies
  • This cannot be undone

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Submitting Your Dispute

Once you’ve filled in all required evidence items, click Submit Dispute to send your response to the card network. After submission:
  • The chargeback moves to a review status (such as Inquiry Responded or Processing, depending on the stage)
  • The card network reviews your evidence (this can take several weeks)
  • You’ll receive a notification when the status changes or a final decision is made

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Notifications

You’ll receive alerts for key chargeback events:
  • Action Required — A new chargeback needs your response (appears as an action-required alert)
  • Updated — The chargeback reached a notable status (e.g., provisional win, inquiry responded, or processing)
  • Won — The dispute was decided in your favor
  • Lost — The dispute was decided against you
Configure which chargeback alerts you receive in Settings > Notifications under the Payment & Billing section.

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Fees

Every chargeback incurs a dispute fee from the payment processor, regardless of whether you win or lose. The fee amount is shown in the chargeback detail view. Winning a dispute recovers the original transaction amount but does not refund the dispute fee.