Chargeback Process and Prevention

Preventing Chargebacks

The following are recommendations to prevent chargebacks.

• During the Tebra Payments application process, ensure the billing descriptor, doing-business-as (DBA) name, is correct and recognizable. Cardholders often dispute transactions when they do not recognize the billing descriptor on their bank statements.
  Note: Should the practice decide to change the DBA to a more recognizable name after completing the Tebra Payments application process, request a Business Details Change Request Form by emailing ChangeRequest-Payment@tebra.com.
• Provide detailed descriptions of products/services and do not make unreasonable claims (e.g., guaranteed outcomes without disclaimers). Cardholders may dispute transactions if they do not believe the product/service they received matches its description.
• Establish and provide written policies that require acknowledgment and signature such as a:
  • Cancellation and No Show Policy that outlines fees for cancellations without appropriate notice and fees for no-shows.
  • No Refund/Return Policy that clearly communicates all services, treatments, procedures, and products are non-refundable.
• Use authorization and consent forms such as:
  • Credit Card Authorization Forms that allow the practice to process payments without the cardholder being present. Tebra provides Credit Card Authorization Form that can be used when saving a card on file. If the cardholder is not the patient, ensure the cardholder name and cardholder signature is provided on the form.
    Tip: Available for Engage subscribers and accounts with access to Patient Intake, patients can add card(s) on file and electronically sign the authorization form.
  • Consent for Treatment Forms so there is a clear understanding of what product/service is being offered. This form also helps prevent any misunderstandings and lapses in communication that could lead to dissatisfaction with the care that is received.
    Tip: Available for Engage subscribers and accounts with access to Patient Intake, System Administrators can create custom forms for patients to acknowledge and sign electronically.
• Have multiple channels (e.g., email, text, phone) for cardholders to reach the practice staff and actively monitor and respond. Cardholders often dispute transactions when they have tried and failed to get in contact with the practice to resolve issues.

Chargeback Process Overview

The chargeback process can take 30 to 90 days depending on the card network, issuing bank, and the reason code associated with the case. Cases that go to arbitration can take longer.

1. A cardholder contacts their card issuing bank to dispute a charge.
2. Tebra's acquiring bank receives the chargeback notification from the card issuing bank and informs Tebra. The acquiring bank also withdraws the processing fee of $15 and chargeback amount from Tebra's bank account. Tebra then emails the practice's primary point of contact to notify them of the chargeback and debits the chargeback amount and related chargeback fee of $15 from the practice's bank account.
3. The practice notifies Tebra of their decision to either accept or dispute the chargeback by the provided deadline.
   • If the practice accepts the chargeback, Tebra will not dispute the chargeback and the debited money is not be returned to the practice's bank account.
   • If the practice decides to dispute the chargeback, evidence of products/services must be provided to Tebra. Review the Dispute Chargeback section for more information.
   • If Tebra does not receive a decision from the practice, Tebra is obligated to accept the chargeback on the practice's behalf.
4. If the chargeback was disputed, the card issuing bank reviews the evidence and decides whether to uphold or reverse the chargeback. Review the Bank Decision section for more information.

Dispute Chargeback

Should the practice decide to dispute the chargeback, Tebra will handle the chargeback dispute and charge the practice a $15 chargeback representment fee. To dispute the chargeback, the practice must provide Tebra with supporting documentation. During the chargeback investigation process, Tebra may reach out to request additional information that will help the bank reach a decision on the dispute.

Note: The chargeback will not be disputed if the practice does not provide supporting documentation.