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Kareo Help Center

Dispute Chargebacks

Updated: 02/07/2023
Views: 78

A chargeback may occur after a transaction is processed with Kareo Patient Collect powered by Tebra. Chargebacks occur when a cardholder disputes a transaction and contacts their card-issuing bank to reverse the transaction. The disputed funds will be held from you until the cardholder’s bank can investigate the issue.

Chargeback Process Overview

  1. A cardholder disputes a transaction with their card-issuing bank.
  2. Kareo receives the dispute.
  3. Kareo debits the chargeback amount and related chargeback fee of $15 from the practice's account.
  4. Kareo emails the primary point of contact to inquire if the practice wants to accept or dispute the chargeback.
    • If the practice or billing company accepts the chargeback, Kareo will not dispute the chargeback and the money will not be returned to the practice's account.

Dispute Chargeback

If the practice or billing company would like to dispute the chargeback, Kareo will handle the chargeback dispute. During the chargeback investigation process, Kareo may reach out to request additional information from you that will help the bank reach a decision on the dispute.


Provide Kareo with the following documents to help dispute a chargeback:

  • Proof of service: A receipt or a record of the encounter with the cardholder's name.
  • Card authorization: Documentation that states the practice is authorized to charge the card, ideally with the cardholder's signature. Kareo provides a Credit Card Authorization Form that can be used when saving a patient's card on file.

Bank Decision

  • If the bank rules against you, the debited money will not be returned to the practice's account. If you do not agree with the bank's ruling, you may choose to go into arbitration.
  • If the bank rules in your favor, you are given the funds, less the $15 chargeback fee.


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