For use with NexHealth Payments
How disputes work
When a patient disputes a charge, their bank (the issuer) sends the dispute through the card network to Stripe, which forwards it to your NexHealth account. This initial chargeback results in a debit from your account, including any applicable fees.
You can either accept the dispute or counter it by submitting evidence. Evidence you submit through NexHealth is passed to Stripe, then to the card network, and finally to the issuer for review. If the issuer rules in your favor, the funds are returned to you. If it rules against you, the debit remains.
The issuer's decision is final. Neither Stripe, the card networks, nor NexHealth can influence or appeal the outcome.
Disputes are time-sensitive.
Whenever a patient disputes a charge, NexHealth emails all Admin Payments users subscribed to Payments notifications. The email includes a link to respond within NexHealth.
Manage credit card disputes
1. Find the dispute via email or Transaction history.
Use the link in the dispute email, or find the transaction (marked Disputed) in Transaction history and open the drop-down menu.
2. Accept or counter the dispute.
A window opens with two options:
Counter dispute — submit evidence through NexHealth to challenge the chargeback.
Accept dispute — allow the dispute to go unchallenged.
3. If countering, add the requested details.
Follow the in-product guide to submit the relevant documentation through NexHealth.
Once the dispute is resolved, you'll receive an email with the outcome.
If it's ruled in your favor, you keep the payment. If it's ruled in the patient's favor (or you accepted it), the funds are automatically withdrawn and returned to the patient. A new refund appears in your Transaction history — post it to your EHR ledger, then Mark as posted.