Navigate to Billing > Chargebacks to view and manage disputes. You’ll also see chargeback notifications in your alerts when a dispute is filed.
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
Chargeback Lifecycle
Every chargeback moves through a series of stages: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.
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.
Processing
Your response is under review by the card network. No action is needed from you at this point.
Provisional Win
The initial review favors your practice, but the cardholder can still escalate. This is a good sign but not final.
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.
Status Reference
| Status | Color | Meaning |
|---|---|---|
| Inquiry Action Required | Yellow | Bank is asking for information — no funds debited yet |
| Dispute Action Required | Red | Formal dispute filed — funds held, respond urgently |
| Inquiry Responded | Gray | Your inquiry response was submitted |
| Inquiry Processing | Gray | Inquiry under review |
| Chargeback Processing | Gray | Dispute response under review |
| Pre-Arbitration Processing | Gray | Escalated to pre-arbitration |
| Arbitration | Gray | In arbitration |
| Provisional Win | Green | Preliminary decision in your favor — not yet final |
| Won | Green | Final decision in your favor — funds returned |
| Lost | Red | Final decision against you — cardholder keeps funds |
| Accepted | Gray | You accepted the chargeback voluntarily |
Viewing Chargebacks
The Chargebacks page shows all disputes in a table with:- Amount — The disputed amount.
- Status — Current stage of the dispute (color-coded as shown above).
- Reason — Why the cardholder is disputing (e.g., “Fraudulent transaction,” “Not received”).
- Due Date — Your deadline to respond. Dates within 3 days turn yellow, and overdue dates turn red.
- Payment — The original payment that was disputed.
- Created — When the chargeback was filed.
Detail View
When you open a chargeback, you’ll see:- Amount and currency
- Status badge
- Reason description and reason code
- Due Date — with an urgency banner if the deadline is within 3 days (yellow) or overdue (red)
- ARN (Acquirer Reference Number) — a transaction tracking code from the bank network
- Payment — link to the original payment record
- Chargeback ID
- Created date
- Evidence section (see below)
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.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). Each evidence item shows a badge once you’ve completed it: Responded for text or Uploaded for files.What Evidence to Submit
The specific evidence items depend on why the cardholder is disputing. Here’s what to prepare for common reasons:Fraudulent Transaction
Fraudulent Transaction
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
Not Received (Service Not Provided)
Not Received (Service Not Provided)
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
Incorrect Amount
Incorrect Amount
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
Duplicate Transaction
Duplicate Transaction
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
Subscription / Recurring Billing Canceled
Subscription / Recurring Billing Canceled
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
Not Acceptable (Service Quality)
Not Acceptable (Service Quality)
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
Unrecognized
Unrecognized
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
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.
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. You’ll be asked to confirm, since 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
Submitting Your Dispute
Once you’ve filled in all required evidence items, click Submit Dispute to send your response to the card network. The button stays disabled until every required item has been completed — hover over it to see which items still need attention. 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
Notifications
You’ll receive alerts for key chargeback events:- Action Required — A new chargeback needs your response
- 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