Cardholders (i.e., your patient or client) can dispute credit/debit card transactions processed via Tyro Health Online Payments with their card issuer (i.e., their bank) via schemes (i.e., Visa, Mastercard etc) – known as a ‘chargeback’.
If the dispute is resolved in your – the merchant’s – favour, there are no further actions required. If the transaction is resolved in the cardholder’s favour, the amount disputed will be charged to the card details you’ve saved in Tyro Health Online (also used for billing our fees for paid functionality).
Tyro Health's role is to present your case to the patient’s bank on your behalf. We help facilitate the dispute process but are not liable for any chargebacks raised and the outcome of the chargeback is determined by the schemes, which are all governed differently.
What to do when a transaction is disputed
Chargebacks are often raised due to a misunderstanding, so it’s suggested that you first directly reach out to the patient to clarify the reason why the chargeback was raised – consider what and how your business stores relevant documentation to support transactions.
Do not issue a refund for the disputed transaction as you risk double-crediting the patient: once for the refund; and again, for the chargeback. If you’d like for your patient to receive a refund for the transaction being disputed, then you may accept the chargeback and no further action is necessary.
When a transaction is disputed, your business admin(s) will receive an email from Tyro Health (healthchargebacks@tyro.com) and you must respond within 7 days of receiving the chargeback notice otherwise the chargeback will be resolved in the cardholder’s favour. If you receive a chargeback notice:
Review the chargeback notice, including the date you must respond by, and
If you disagree with the dispute gather any supporting evidence and respond directly to the chargeback notification email.
Supporting evidence can include:
Invoices issued to the patient that include: their name, transaction date, business/provider information, etc.
Relevant receipt(s) issued with the transaction date, amount, etc.
Screenshots / PDFs where the patient has provided authority for the payment (e.g., via handwritten signature).
Email correspondence with the patient stating their agreement for the specific charge amount on the relevant date.
Suitable evidence will depend on why your patient raised the chargeback and it’s your responsibility to ensure privacy and confidentiality laws and regulations are complied with between you and your patient when sharing evidence with Tyro Health.
What to do when a chargeback is re-disputed
A patient may dispute a chargeback previously resolved in your favour, this is known as a ‘pre-arbitration chargeback.’ In this case, as it’s the second time the transaction is being disputed, the patient’s bank will require further compelling evidence from you in addition to the evidence previously provided for the chargeback.
If the chargeback is then resolved in the patient’s favour, an arbitration fee of $250 will be charged to you in addition to the amount being disputed. It’s important you respond to pre-arbitration cases within 7 days of receiving the pre-arbitration chargeback notice to avoid any unnecessary charges.
What you can do to reduce chargebacks
Ensure your terms and conditions are accessible and are communicated with patients and that it’s easy for patients to contact your business with any questions or issues.
Communicate the ‘descriptor’ that will appear on your patient's credit/debit card statements as it may not clearly reflect your business’ name – descriptors are “TYRH *” followed by your business’ name e.g., “TYRH * Pete’s Health”.
If you have any questions, click on the pink chat bubble on our website or email our Customer Support team.