Guides
Chargebacks in healthcare: what practices should know
What a dispute looks like from the practice side, what evidence helps, and how good records make most of them straightforward.
What a chargeback is
A patient disputes a card payment with their bank. The bank reverses the payment while the dispute is examined and asks the practice, through its acquirer, for evidence. The practice then either accepts the reversal or contests it.
Why they happen in healthcare
- A statement line the patient does not recognise, often because the descriptor does not match the practice name they know
- A deposit for an appointment that was cancelled, where the cancellation terms were not clear
- A family member paying on someone else's card
- Rarely, genuine fraud
Evidence that settles disputes
- The payment record with the patient's name, the reference and the date
- The receipt that was emailed at the time
- For deposits, the terms the patient saw when they paid
- For plans, the schedule the patient agreed to
What Medipay keeps for you
Every payment carries a name and a reference, every receipt is stored, and the audit log records who did what and when. That is usually the whole evidence pack, already assembled.
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