Updated: 09/15/2023 | Views: 488
A chargeback may occur after a transaction is processed with Tebra Payments. Chargebacks occur when a cardholder disputes a transaction and contacts their card-issuing bank to reverse the transaction. The disputed funds will be held from you until the cardholder’s bank can investigate the issue.
Chargeback Process Overview
- A cardholder disputes a transaction with their card-issuing bank.
- Tebra receives the dispute.
- Tebra debits the chargeback amount and related chargeback fee of $15 from the practice's account.
- Tebra emails the primary point of contact to inquire if the practice wants to accept or dispute the chargeback.
- If the practice or billing company accepts the chargeback, Tebra will not dispute the chargeback and the money will not be returned to the practice's account.
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Dispute Chargeback
If the practice or billing company would like to dispute the chargeback, Tebra will handle the chargeback dispute and charge the practice a $15 chargeback representment fee. During the chargeback investigation process, Tebra may reach out to request additional information that will help the bank reach a decision on the dispute.
Documentation
Provide Tebra with the following documents to help dispute a chargeback:
- Proof of service: A receipt or a record of the encounter with the cardholder's name.
- Card authorization: Documentation that states the practice is authorized to charge the card, ideally with the cardholder's signature. Tebra provides a Credit Card Authorization Form that can be used when saving a patient's card on file.
Bank Decision
Regardless of the bank’s decision, the $15 chargeback fee and the $15 chargeback representment fee still apply. Refer to the Pricing Policy for additional information.
- If the bank rules against you, the debited money will not be returned to the practice's account and the practice will be charged a $15 chargeback representment fee. If you do not agree with the bank's ruling, you may choose to go into arbitration.
- If the bank rules in your favor, you are given the funds, less the $15 chargeback representment fee.
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