Client Initiated Chargeback (Dispute)
Automatically notify the provider and surface dispute details in a dedicated Disputes tab whenever a client initiates a chargeback on a Healthie-processed payment. Providers can submit evidence to challenge the dispute, or accept it and absorb a $15 chargeback fee. Refunds can't be issued on a payment once it's under dispute.
Built by Core Engineering
The problem it solves
A chargeback happens between the client's bank and Healthie's payment processor, so without a dedicated notification and evidence-submission flow, a provider could miss it entirely or have no efficient way to respond. This automation solves that by surfacing the dispute immediately and giving providers a structured way to submit evidence directly through Healthie.
What's included
- Automatic email notification when a client initiates a chargeback
- Dedicated Disputes tab showing dispute status and details
- Structured evidence submission (receipts, service documentation, terms disclosure, shipping documentation)
- Permission-gated notifications for dispute outcome updates
- Refund restriction on any payment with an active dispute
How it works
When a client disputes a charge with their bank, Stripe pulls the dispute information into Healthie, which emails the provider and displays the dispute in Billing > Payments > Disputes. To challenge the chargeback, the provider replies to the notification email with supporting evidence, submitting one file per category (duplicate charge documentation, receipt, refund/cancellation policy, service documentation, shipping documentation, terms disclosure); only one evidence submission is allowed per dispute. If the provider doesn't respond, the client automatically wins and keeps the disputed amount. Win or lose, Stripe charges a $15 dispute-received fee, plus an additional $15 dispute-countered fee if the provider challenges it; the countered fee is refunded if the provider wins. Providers need a specific permission enabled to receive updates on a dispute's outcome, separate from the initial notification.
Client Initiated Chargeback automatically notifies a provider and surfaces dispute details in a dedicated Disputes tab whenever a client disputes a Healthie-processed payment directly with their bank or card company. It's built to give providers visibility and a clear path to respond, since a chargeback happens outside Healthie's own systems and otherwise wouldn't be surfaced automatically. Once notified, a provider can choose to accept the chargeback, which results in a $15 dispute fee and the funds remaining with the client, or challenge it by submitting evidence such as receipts, service documentation, or terms disclosures through Healthie, which also carries a $15 dispute-countered fee. A payment under active dispute cannot be refunded directly, and evidence can only be submitted once per dispute.