Overview
Payment disputes are a normal part of running any modern business, but managing them can be time-consuming and stressful. RepeatMD handles the entire dispute process for you from start to finish, while giving your practice full visibility into every case.
The disputes report shows you when a patient disputes a payment, how the order is affected, and what the final outcome is - without requiring your team to manage the dispute directly.
Before You Start
You need access to Reports in the Admin Panel.
Open Disputes from the Reports section of the left-side navigation.
RepeatMD serves as merchant of record and manages dispute communication with Stripe. Your team does not submit evidence directly.
When a dispute is open, refunds on the affected order are locked until the case resolves.
Why This Matters
When a patient disputes a payment with their bank, it can affect the order, linked services, and memberships. Without visibility, your team may not realize an order is under dispute.
The Disputes report helps you:
Identify which orders and services are affected.
Prevent refunds or redemptions while a dispute is active.
Keep front-desk staff informed when a patient tries to use items tied to a disputed charge.
Track outcomes (Won or Lost) and associated fees.
You get clear visibility into each case while RepeatMD manages the response behind the scenes.
How RepeatMD Handles Disputes
RepeatMD manages the entire dispute process from start to finish: reviewing each dispute, collecting the right evidence, and submitting responses directly to the payment provider.
This expertise helps practices win 25% more disputes than the industry average, protecting your revenue and reducing unnecessary losses.
On behalf of your practice we:
Serve as merchant of record
Communicate with Stripe
Build, prepare, and submit all evidence packages
Monitor deadlines and processing windows
Track decisions and outcomes
Apply funds, fees, and adjustments
Enforce restrictions to protect your practice
How to View Your Disputes Report
Log in to your Admin Portal.
Select Disputes from the left navigation under Reports.
View the table of all dispute cases tied to your practice, both open and closed.
Click any dispute row to view the dispute in detail or view the client’s profile. (The client’s profile will also flag when they have an open dispute in progress.)
View key information on the dispute, what to expect, the impact on this order and any resolution tips.
What Happens When a Dispute Is Opened
When a patient disputes a payment with their bank, the following occurs automatically:
Your practice receives an email notification about the dispute.
The dispute immediately appears in your disputes report.
The app becomes temporarily restricted to the patient to prevent redemption of items.
RepeatMD begins handling the dispute response in full.
How a Dispute Is Decided
Payment network and banks makes the final decision on all disputes. Once resolved:
You will receive an email with the outcome.
Your report will update to Won or Lost.
If the dispute is won:
Funds remain with your practice.
Order restrictions are lifted.
Disputed items become usable again.
Stripe applies a dispute fee. This fee is charged to your practice.
$10 USD fee for US practices
$13 CAD fee for CAN practices
If the dispute is lost:
The amount of the disputed payment is deducted from your connected bank account and returned to the cardholder.
The Stripe dispute fee plus the credit card processing fee associated with the disputed payment is charged to your practice.
Best Practices and Pro Tips
Use order history and patient logs to understand what may have led to a dispute before speaking with the patient.
Educate front-desk staff on dispute statuses so they don’t redeem services tied to an active chargeback.
Encourage direct resolution. Urge patients to contact your team before initiating disputes with their bank when possible.
Maintain clear transaction records to support internal investigations even though RepeatMD submits evidence.
Cross-check Shop Summary for the original transaction before discussing charges with a patient.
Common Mistakes and FAQs
Q: Can we refund an order that’s being disputed?
A: No. Refunds are locked during an active dispute to avoid double-loss scenarios. A chargeback places a hold on the transaction until the issue is resolved. After the chargeback is dropped or fully resolved, refunds can be processed from the Admin Panel. See Issue full and partial refunds (Admin Panel).
Q: Can our practice submit evidence?
A: Not at this time. RepeatMD manages disputes from start to finish, including collecting and submitting evidence. No action is required from your team.
Q: Where can I see associated fees?
A: Fees and chargebacks appear on the dispute record and in related reporting.
Q: What happens to memberships when a payment dispute is lost?
A: The membership is automatically cancelled and cannot be reactivated until the patient resolves the issue with their bank. A chargeback must be cancelled before a refund can be initiated if the patient also requested a refund.
Q: Why is the patient’s app restricted during a dispute?
A: Restrictions prevent redemption of items tied to a payment under review, protecting both your practice and the patient from using services that may be reversed.
Q: Who makes the final dispute decision?
A: The patient’s payment network and issuing bank — not RepeatMD or your practice.
Next Steps and Support
Use the Shop Summary report (Admin Panel) — review original transaction details
Issue full and partial refunds (Admin Panel) — after a dispute resolves
Need help? Email support@repeatmd.com