A dispute (also known as a chargeback) occurs when a cardholder questions your payment with their card issuer. A client may claim that they did not approve a charge, or that a charge is fraud. This is very rare but can happen. Using best practices for chargeback prevention can reduce the likelihood of a chargeback happening.
If a chargeback does occur, you can Handle a Payment Dispute or Chargeback in your Stripe Dashboard if your clinic is processing payments with Therapy Brands Pay & Stripe. If a chargeback occurs and your clinic is processing payments with Vantage, contact the WebABA support team at 1-888-974-7081.
Best Practices to Prevent Chargebacks
- Review your payment policies, credit card consents, and agreements with your clients. Be sure these include payment processing times and fees for late rescheduling and/or cancellations. Ensure your clients review and sign these agreements for your records.
- In the event of a client's usage of another cardholder's card, make sure this is noted on your client's credit card consent form and signed off on by the cardholder.
- Request that your clients contact you if they have questions about a charge on their statements before issuing a chargeback. Chargebacks are often a misunderstanding that can be resolved outside of a chargeback issuance.
- Be sure your Doing Business As name (DBA name) is one your client knows and will recognize on their bank statements following a charge. Your DBA name is the Statement Descriptor you entered on your Stripe application.
- Process payments the same day as the service if possible and provide transaction receipts to your clients.