If a patient disputes a charge, Stripe will send you a notification of the disputed charge via email. Click here to learn what disputes are, how the process works, and how to prevent them from happening.
In most cases, the cardholder's bank will immediately refund the transaction. Stripe will then deduct the disputed amount and fee from your account the day after a dispute is received. If the dispute is resolved in your favor, the amount will be refunded to your account.
Stripe will offer a guided evidence submission flow right from your dashboard to help you.
Once you’ve been notified of a dispute, you have a few options:
You can get in touch with the patient to understand the reason for the dispute. It’s possible (maybe even likely) that the patient simply did not recognize the transaction; contacting them can often help resolve the issue quickly. If the dispute is the result of a misunderstanding, the customer can ask their bank to withdraw the dispute. However, even if your patient withdraws the dispute, it might still resolve as a loss if you don't submit evidence.
You can respond to the dispute. To do this, simply visit the dispute’s page in Stripe and provide evidence appropriate for the dispute category. Based on the type of dispute, Stripe will guide you through the appropriate evidence to provide. Stripe will submit any information you provide to your patient's credit card company and keep you posted afterwards.
You can accept the dispute—effectively agreeing to the bank’s refund of the transaction. You should always perform this action if you do not intend to respond and submit evidence.
Once evidence has been provided, it generally takes 40-90 days to reach a decision. If you win the dispute case, you’ll get the transaction amount back, less any transaction fees.
Again please note, even if the patient has withdrawn the dispute, you will need to submit evidence that the charge was valid. You will also want to submit evidence showing that the patient said they would withdraw the dispute.
Managing Stripe Disputes within Hint
You can also manage your Stripe disputes, right from your Hint account.
To view disputes, navigate to Reports > Disputes
Click "view dispute"
You will see a box pop up that allows you to accept or dispute the chargeback
4. Click "dispute" to begin disputing the chargeback
5. You will see a drop-down menu to select relevant evidence for the dispute, such as receipt/invoice, cancellation policy, and recurring billing agreement/membership agreement.
6. Input your available evidence for the selected item and upload the required documents as shown below:
7. After you have added your evidence, select the "edit" icon for the rebuttal as shown below:
8. Complete the required information and add any additional evidence or communication you had with this patient:
Example Rebuttal: We assert that this dispute is invalid. The charges represent services provided by [PRACTICE NAME]. These charges were approved and authorized by the patient for the care provided. Please review the following evidence that supports that the patient received the services they paid for. [PRACTICE NAME] is a locally owned medical practice offering direct primary care memberships. [PRACTICE NAME] has two ways to contact our practice via phone and email, both listed on our website.
We advise only submitting the minimum amount of information necessary and redacting medical information for your rebuttal.
9. Save and submit your dispute
**Please note that disputes can have a lifecycle of up to 150 days