PracticeQ Payments - Address a Dispute

If a client has entered a dispute for a charge by your practice, submit evidence to fight the dispute.

Receive and Review

• View the dispute details in your payment dashboard:
  • Click More → Payment Dashboard.
  • Select the Disputes tab. 

    

• We recommend that you sign up for email notifications in More → Payment Dashboard → Settings so you can be notified of every dispute submission.
• If you do not have dispute notifications enabled, check the Dispute tab regularly for updates.
• In the Dispute tab, you will see all disputes listed in rows. Each dispute will contain the following:
  • Status: The status of the dispute. This will update to Evidence Uploaded once you have submitted it. Otherwise, it will stay in Open status until a decision is rendered by the cardholder’s financial institution.
  • Reason: The reason reported by the cardholder for the dispute.
  • Customer: The cardholder who submitted the dispute.
  • Deadline: The deadline to respond to the dispute.
  • Created: The date/time the dispute was posted.
  • Amount: The amount of the transaction in dispute.
  • Payment: A link to the payment details.

Next Steps

• Once a dispute has been posted and you have reviewed the data, you must act.
• Whenever possible, we recommend working with the cardholder directly to resolve the dispute one-on-one. They may have submitted it in error, had to cancel a card for fraud, or not recognized the charge. The cardholder can work with their financial institution to reverse the dispute, which is the best possible outcome.
• If you are not able to work with the cardholder, or are not able to come to an agreement with them, you must submit your evidence.
• Gather your evidence into digital files and click the Upload button in the dispute row.

Evidence Examples:

• Signed financial consent form.
• Copies of any emailed invoices.
• Copies of all customer service communications.
• Proof of service, such as signed post-visit summary.
• The terms and conditions the customer agreed to at the time of purchase.
• Proof the purchase was made by a member of the customer’s family or household, in the case of a minor/spouse payor.
• Evidence of another payment on the same card that was undisputed. For example, evidence, such as a transaction receipt, demonstrating the cardholder’s card was used in a transaction the week before and was not disputed.
• A copy of your Return Policy, with links or examples of placement that prove it is easily visible.
• Your rebuttal letter.

Await Response

• Once you have uploaded and submitted your evidence, you will await the response from the cardholder’s financial institution. The state of the dispute in the dashboard will update to Won or Lost once the decision has been rendered.