Any cardholder can initiate a chargeback, also known as a payment dispute, by asking their bank or card provider (whatever institution they got their card from) to reverse the charge. This can happen for a few different reasons. Perhaps they don’t recognize your clinic name on their credit card statement, or maybe they believe they were charged twice (or more) for the same/product or treatment.
The chargeback process helps protect cardholders, but can also be a bit of a challenge for your practice. The Jane Team is here to help and support you through this process, but the final decision or outcome of a dispute is made by your client’s bank. Although, we’d love to have a stronger influence on these decisions, our role in this process is to help guide you, and/or communicate supporting evidence and documentation on your behalf.
- What happens during a chargeback?
- I received a chargeback for a Jane Payments Transaction
- I received a chargeback outside of Jane Payments
- General FAQs
- If your client doesn’t recognize a charge on their credit card statement, or otherwise wishes to start a payment dispute, they’d contact their bank or card provider. They also receive their money back from their credit card provider at this point.
- Your client’s card provider then reaches out to your payments provider, who contacts you, the clinic.
- Your payments provider helps you submit a formal response to the chargeback, including receipts, communication, or any other documents to prove that it was a valid transaction.
- Your client’s card provider then reviews this response, in conjunction with the client’s reasoning for the payment dispute. This step can take 2-3 months!
- The client’s bank or card provider then determines if that money they gave to their client in step #1 should be taken back.
If you’ve received a chargeback for a Jane Payments transaction, the Jane Team will send you an email with the details, and a suggested course of action. We’ll then submit any documentation, which will vary depending on the circumstances of the chargeback, directly to your client’s bank or card provider.
Although the Jane Team can provide advice, as well as help you collect and submit documentation, we don’t make the final decision on payment disputes. We have to follow the same dispute process that all payments providers do. If a payment dispute is ultimately not found in your favour, the disputed funds would be debited from your next payout.
Although every payments provider follows the same dispute process behind the scenes, how they help their customers (like you!) is going to vary. Although we’d love to help out here, you’d need to contact your payments provider directly on how to action a payments dispute.
Can I just refund my patient instead?
Since your client has asked for and received a refund directly through their bank or card provider, we’ll need to follow the same payment dispute process all payments providers must follow. If you do wish to just refund them the transaction, the Jane Team can help you out.
Does Jane Payments have a chargeback/payment dispute fee?
Nope! Chargebacks are already a challenge. We don’t want to charge you a fee and make it worse. We don’t currently charge any fees for chargebacks through Jane Payments.
How do I respond to a chargeback/payment dispute?
The Jane Team will work with you on this, and submit a response on your behalf. Each chargeback is unique, and will require different types of documentation, which is why we help you out!