Manage Payment Disputes

Manage Payment Disputes

A dispute (also known as a chargeback) occurs when the cardholder questions your payment. If a patient disputes a charge that you collected through Adit Pay, you will be notified via email notification, an internal notification in your Adit platform, and the dispute will be displayed in your Adit Pay dashboard. Once a dispute is created, the original payment amount, along with a separate $15 USD dispute fee is deducted from your account balance. At this point, you will have 7-21 days (depending on the card network) to respond to the dispute.  You can choose to accept the dispute, which refunds the patient, or you can fight the dispute and supply evidence to the credit card company. If you do not make a decision or submit your evidence within that timeframe, the dispute is automatically accepted and your funds are permanently reversed.

To Submit Evidence for a Payment Dispute: Watch This Video Here

  1. Navigate to the Adit Pay module.

  2. In the top navigation menu, select Disputes.  If you don’t see this option in the menu, click the three dots to view the rest of the menu options.

  3. Click on the patient’s name who has submitted the dispute.

  4. Click Submit Evidence.

  5. Enter the details of the services that you provided to the patient.

  6. Upload any documents that will help support your case.

  7. Type in any additional information you want to provide.

  8. Click the Submit Evidence button.

  9. Once submitted, the evidence is sent to the cardholder's bank and will take around 60-75 days to get resolved. As soon as the decision is made, we will update the status in your dashboard and send an email.

  10. If the status is updated as Won: Your funds will be returned to your account along with the initial $15 dispute fee.

  11. If the status is updated as Lost: Your funds and the $15 dispute fee will not be returned




If you would like to accept the dispute because the payment was charged in error, you can choose to do so.

To Accept a Payment Dispute:

  1. Navigate to the Adit Pay module.

  2. In the top navigation menu, select Disputes.  If you don’t see this option in the menu, click the three dots to view the rest of the menu options.

  3. Click on the patient’s name who has submitted the dispute.

  4. Click Accept Dispute.

  5. Confirm your choice by clicking Accept.


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