If a cardholder disputes a payment, you can submit evidence through Atlas.md showing that the charge was legitimate. The cardholder’s bank reviews the evidence and makes the final decision.
You only get one submission, and responding carries a fee, so review the case and gather everything before submitting.
For an explanation of dispute types, notifications, and costs, see our support article on how payment disputes and chargebacks work.
Open the Dispute
Go to Billing > Disputes and select the case.
Check the reason for the dispute and the Evidence due by date, then select Respond to dispute.
The deadline comes from the cardholder’s bank and varies by case. You can also find it in the notification email from Atlas.md.
If you choose Accept dispute instead, the disputed amount stays with the cardholder and the case closes. This cannot be undone.
Gather Your Evidence
The response form explains why the payment was disputed and what evidence may help you respond. The information requested will vary depending on the reason for the dispute.
In general, focus on evidence showing that the charge was authorized and the service was provided. This may include a receipt, a brief description and date of service, or relevant communication with the patient.
Only provide information directly related to the payment. Do not include diagnoses, clinical notes, or other unnecessary treatment details.
Review the Response Fee
Responding carries a separate fee in addition to the chargeback fee already applied. Atlas.md shows the exact amount and asks you to confirm it before submitting your response.
If you win, the disputed amount, chargeback fee, and response fee are returned. The original payment-processing fee is not. If you lose, the response fee is not refunded.
Read more about additional fees for current amounts.
Submit Your Response
Check that your evidence is complete and addresses the reason for the dispute before selecting Submit.
You can open and close the response form without submitting as many times as needed. Nothing is sent until you select Submit.
Once submitted, you cannot add evidence or supplement your response. There is no appeal after the bank’s decision.
Everything you submit remains available on the dispute in Atlas.md, so you can review exactly what was sent.
Track the Outcome
Atlas.md emails your clinic’s main address when the dispute status changes. You can also check the case under Billing > Disputes.
If you’re unsure what to include, contact Atlas.md support before the response deadline.
