For use with NexHealth Payments
Overview
Manage credit card disputes
Disputes are time-sensitive!
If a patient disputes a charge from your office, all Admin Payments users at that location will receive an automated email informing them of the dispute and containing a link to respond within NexHealth.
1. Find the dispute via email or Transaction history.
To access the dispute, you can either use the link in the Dispute email, or you can find the transaction (marked Disputed status) in Transaction history, and then access the drop-down menu.
2. Accept dispute or Counter dispute.
A window will open with options to either Accept dispute or Counter dispute.
If you Counter dispute, you’ll see a guide which will help you submit the relevant documentation through NexHealth.
Or, you can Accept dispute to allow the dispute to go unchallenged.
3. [If Counter dispute] Add requested details.
You’ll see a guide which will help you submit the relevant documentation through NexHealth.
Once the dispute has been resolved, you will receive an email informing you of the outcome.
If the dispute is ruled in your favor, you will retain the payment.
If the ruling is in the patient's favor or you Accept dispute, the funds will automatically be withdrawn and issued to the patient, and you will see a new refund in your transaction history to reflect this. You will have to post this to your EHR ledger and then Mark as posted.