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Chargebacks & Disputes

  1. Jane Payments
  2. Chargebacks & Disputes

    3. 10 min read

ℹ️ Any cardholder can initiate a chargeback, also known as a payment dispute, by asking their bank or card provider (whatever institution they got their card from) to reverse the charge. This can happen for a few different reasons. Perhaps they don’t recognize your clinic name on their credit card statement, or maybe they believe they were charged twice (or more) for the same/product or treatment.

The chargeback process helps protect cardholders, but can also be a bit of a challenge for your practice. The Jane Team is here to help and support you through this process, but the final decision or outcome of a dispute is made by your client’s bank. Although we’d love to have a stronger influence on these decisions, our role in this process is to help guide you, and/or communicate supporting evidence and documentation on your behalf.

What happens during a chargeback?

  1. If your client doesn’t recognize a charge on their credit card statement, or otherwise wishes to start a payment dispute, they’d contact their bank or card provider. They also receive their money back from their credit card provider at this point.
  2. Your client’s card provider then reaches out to your payments provider, who contacts you, the clinic.
  3. Your payments provider helps you submit a formal response to the chargeback, including receipts, communication, or any other documents to prove that it was a valid transaction.
  4. Your client’s card provider then reviews this response, in conjunction with the client’s reasoning for the payment dispute. This step can take 2-3 months!
  5. The client’s bank or card provider then determines if that money they gave to their client in step #1 should be taken back.

Responding to a Dispute

Disputes (also known as chargebacks) can happen from time to time, but don’t worry - Jane Payments makes it easy to handle them directly from your Express Dashboard.

Dispute Reasons

Since different dispute reasons will come with their own recommendations regarding how to respond, you may want to review the guide below that corresponds with the dispute reason you were provided.

Reviewing the Payment

When a dispute is initiated, you’ll receive a notification via email. This alert from the Jane Team will provide the basic details of the dispute: a link to the payment in question, the reason for the dispute, and the deadline for response.

If you click on the payment link in your email, you’ll see the client’s name in the upper-left. This is an active link! Clicking here will take you to the client’s profile, where you will find much of your supporting documentation. In the Applied To section, you’ll see the date of service or purchase that this payment is applied to. This is helpful information to inform your next steps, but you may want to look at it in the context of the rest of the client’s billing, which you’ll also find in the client’s profile by clicking on their name.

Accessing the Dispute Portal

To access the submission portal, you’ll want to head to your Stripe Express dashboard. To find this, you’ll click through Settings > Jane Payments > pencil icon.

From here, you’ll click Go To Stripe.

In your Dashboard, you will find your Recent payments. You may see the dispute listed here, but it’s best to click See all to ensure you’re not missing anything.

From here, you can filter for Disputes.

Then, you can click directly on the dispute to begin submitting your response.

You’ll be given the option to Counter the dispute or Accept the dispute.

Countering a Dispute

Counter dispute is what you’ll select if you plan to argue against the dispute.

Important notes:

📌 The Product description should match what can be found on the receipt for this payment.

📌 The Customer details should match those of the cardholder, who is not necessarily always the client. This information is provided so that the card issuer can match it to the personal information they have on file.

📌 The Additional Details section should include any contextual information, like reference times and explanations of the relevance of the documentation you have provided.

Last step - submitting the response! At this stage, you can submit the dispute directly, or you can reply to the dispute notification email you received from Jane and let our team know you have uploaded your supporting documents for review if you would like any feedback.

Accepting a Dispute

If a refund for this payment is due or if you’d prefer to simply close case without submitting evidence, you’ll select Accept dispute. This will confirm the refund and the full disputed amount will be held back from your next payout or withdrawn from your connected bank account. Please allow up to a week for Jane to reverse the payment once you have accepted the dispute.* If you are accepting the dispute, you’ll click Accept dispute. Next, you’ll see a confirmation that will ask you to click **Accept dispute again to complete the process.

You’ll want to take a few steps to ensure that Jane’s reporting is accurate for this patient profile as well. Hop into the Patient Profile and head into their Billing tab. Now you can go to their Payments, find the payment line you want to mark the refund for, and click View.

In the new window that opens, you can start by unapplying the payment from the invoice by clicking the broken chain link icon. This will create a Credit on their account.

Once the payment has been unapplied, a button will appear in the top-left of the screen, allowing you to mark the Refund. When you reach this last step, you’ll want to “Mark as refunded by Cash,” since this payment is being refunded outside of Jane, directly by the client’s credit card provider.

Supporting Documents in Jane

Some of the documentation you may want to submit lives right in your client’s profile. Here are some quick instructions for accessing and saving these files.

Receipts

To save a receipt, you can head to your client’s Profile > Billing > Receipts and then click View Receipt.

From here, you’ll see a PDF button. If you click this, the PDF will open in your browser’s default PDF viewer and, from there, you’ll be able to save it.

Intake Forms

Head to the patient’s Profile and scroll down on the right-hand side to the Online Intake Forms section. If you click the button with the 3 dots next to the Intake Form, you’ll be able click Print and then print to pdf.

Chart Notes

Head to Profile > Chart, click the down arrow button at the top right corner of the entry, click the Print option, and the chart entry will open in a new page where you can print or create a PDF.

💡Jane tip: You can also export Treatment Plans from a patient’s Chart by clicking Actions and then Export/Print.

Files

At times, you may need to download a patient file that hasn’t been included in the patient’s Chart. You can download a patient file by opening the patient’s Profile and then clicking on the Files tab.

Find the file that you wish to export, hover over the bottom of the preview tile, and then click the down-arrow button to download the file. Once the file has been downloaded, you can then manage the file as needed, by saving it as a PDF or printing it.

I received a chargeback outside of Jane Payments

Although every payments provider follows the same dispute process behind the scenes, how they help their customers (like you!) is going to vary. Although we’d love to help out here, you’d need to contact your payments provider directly on how to action a payments dispute.

FAQ

Can I just refund my patient instead?

Since your client has asked for and received a refund directly through their bank or card provider, we’ll need to follow the same payment dispute process all payments providers must follow. If you do wish to just refund them, you can accept the dispute

Does Jane Payments have a chargeback/payment dispute fee?

We don’t currently charge any fees for chargebacks through Jane Payments.

Not sure what to do next?
That’s what we’re here for. Send us a note at [email protected] and we’ll figure it out together.
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