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.
Why This Matters
When a patient disputes a payment, it can affect the order, the services tied to it, and any related memberships. Without visibility, your team may not realize an order is being disputed.
The disputes report helps prevent these issues by:
Identifying which orders or services are affected.
Preventing refunds or redemptions while the order is being disputed.
Keeping your team informed so they can take the right next step.
You get clear visibility into the dispute, while RepeatMD continues to handle the full dispute process behind the scenes for you.
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
Use order history and patient logs to quickly understand what may have led to a dispute.
Educate your front desk on what dispute statuses mean in case a patient tries to redeem a service under dispute.
FAQs
Can we refund an order that’s being disputed?
No. Refunds are locked during an active dispute to avoid double-loss scenarios.
Can our practice submit evidence?
Not at this time. Because RepeatMD manages disputes from start to finish, including collecting and submitting evidence, you don’t need to take any action. Our dispute team maintains a well-above-average win rate to help achieve the best possible outcome for your practice.
Where can I see associated fees?
Fees and chargebacks appear directly in the dispute record and will appear in reporting.
What happens to memberships when a payment dispute is lost?
The membership is automatically canceled and cannot be reactivated until the patient resolves the issue.