Refunding a patient payment made using NexHealth Payments is as simple as a quick message to support.
Patient refunds
To refund patient payments, please contact our Support team with the following information:
patient name
date of payment
amount to be refunded
The Support team will confirm your identity to protect the security of your account, and then quickly process the refund.
Patient disputes
If a patient disputes a charge, NexHealth will contact you via email to let you know that a payment processed through NexHealth has been disputed by the cardholder.
We will reverse the disputed amount and withdraw it from your account until we can prove the transaction was legitimate.
We will share the following details with you:
Disputed payment details
Patient name
Amount
Date of transaction
Location name
To effectively contest disputes with our payment processor, we require your prompt assistance in providing supporting evidence:
Bill/Invoice- if available, please provide a copy of a bill or invoice to help establish the transaction's legitimacy.
Communication history- Include any relevant communication between you and the cardholder regarding the transaction. This may include emails, messages, or any other correspondence that supports the legitimacy of the purchase.
Refund/Return Policy- If your business has a refund or return policy, please include details of the policy and confirm whether the cardholder was made aware of and agreed to these terms during the transaction. If your policy appears in a patient form, please provide a copy of that form signed by the patient.
If you wish to contest the dispute, please provide the above as soon as possible, but no later than 7 days from the date of our contact. Timely submission of these documents will help us build a strong case and contest the dispute effectively.
If you do not wish to contest this dispute and agree the patient should keep the disputed funds, please let us know.