How to Respond to a Chargeback

After a chargeback is filed, you may submit compelling evidence related to the chargeback reason code. You can also accept the chargeback if you believe it is valid.

Successfully disputing a chargeback depends on submitting evidence that directly addresses the selected reason code. Compelling evidence may include patient communications, billing history, or service documentation. All evidence should include clear screenshots and written explanations.

To dispute a chargeback, start by opening the Chargebacks tab from your Akute Pay portal menu.

Then, click into the chargeback you'd like to dispute, and click "Respond" in the window that pops up.

At this point, you can choose to accept the chargeback, or move forward with a dispute. If you'd like to dispute the chargeback, click the "Dispute" button as shown below.

Here you can upload evidence to support your dispute. The more detailed the evidence, the better chance you'll have at winning your dispute. Make sure to click "Submit Dispute" after you've uploaded your evidence!

After you submit a dispute, you'll be able to check in the Chargeback Status column in the coming days/weeks to see an update on the status for each chargeback. Dispute resolution timing depends on a variety of factors (meaning there is not a guaranteed turnaround time on these decisions).