PracticeQ Payments: Dispute Prevention

When dealing with disputes, we recommend working with the cardholder directly whenever possible; they have the power to request the dispute be shut down by their financial institution. This could mean issuing them a refund or taking another method of payment. Perhaps you can arrive at another resolution together. Avoiding the dispute process should always be your goal.
IMPORTANT: Always ensure that the dispute has been disabled before a refund is issued to the cardholder, as this will remove the risk of the cardholder being disputed twice (once if they win the dispute, and once if you manually refund). Reach out to our support team at hello@intakeq.com if you need help checking the status of a dispute.
DO NOT REFUND DISPUTED TRANSACTIONS, as this can lead to the funds being deducted from your bank account twice.

Be clear with your clients about your financial policies, including refunds/returns, cancellations, and payment options. Incorporate this information into your booking process, signed payment consent forms, and in booking confirmation emails where possible.
Encourage your clients to reach out to you with any payment questions and include lines of support for easy communication.
Not only can this be used for evidence of clear payment responsibility, it can also empower your clients to take financial responsibility, and create a bridge between you and them if they have any questions or concerns.

It is highly recommended to have a detailed financial consent form signed by any paying clients. This can serve as evidence in the case of card-absent disputes, which are much more common than when a physical card is swiped at a terminal in person.
Keeping clear records of communication, appointments, and invoices is also important to serve as evidence should a dispute be submitted against you. You may consider sending an after-visit form requiring signature to further confirm services rendered.