Manage Disputes

Sometimes patients dispute credit and debit card payments in TopsPay. If your practice loses a dispute, the payment will be refunded to the cardholder. Any disputed charge, won or lost, will result in a $25.00 fee to your practice. You may choose to pass on this fee to the cardholder.

Find Disputes

1. Go to Reports > TopsPay portal.
2. Click Disputes from the menu on the left.
3. All historical disputes will display. You will see:
   1. Status:
      1. Inquiry - The credit card issuer requests evidence of the transaction from your practice. This means that the credit card issuer is trying to to resolve the dispute without taking funds back.
      2. Open - The funds have been taken back from your practice; in this case, you need to submit evidence to fight the dispute.
      3. Pending - A response is pending from either the credit card issuer or your practice.
      4. Accepted - Your practice has accepted the dispute; it will expire.
      5. Pre-Arbitration - The dispute has been re-opened by a third party. In this case, your practice needs to contact Tops Support at 770.627.2527 if you wish to enter arbitration.
      6. Won - Your practice provided sufficient evidence to fight the dispute.
      7. Lost - Your practice did not provide evidence, or did not provide sufficient evidence to fight the dispute.
      8. Evidence Uploaded - Documents were successfully uploaded to the dispute.
      9. Evidence Failed - Documents failed to upload to the dispute.
   2. Reason for dispute, such as duplicate charge, fraud, or services not provided.
   3. Customer - the cardholder's name.
   4. Deadline -the date by which the practice must submit evidence to fight the dispute. You can submit evidence while the dispute shows an Open status.
   5. Created - the date the cardholder submitted the dispute to their credit card company.
   6. Amount - the amount of the original charge.
   7. Payment - this will open up details about the original charge in the TopsPay portal.

Fight a Dispute

1. Click on the dispute in the list.
2. A Dispute Details window will open.
3. Click the Upload Evidence button.
4. Use the upload tool to upload evidence that the charge was legitimate, such as a copy of the patient's contract letter.
5. It may take several weeks for the credit card company to review your evidence and determine if the dispute was won or lost by your practice. Check the TopsPay portal periodically for updates.
6. If you would like to see more details about the dispute, click the blue Walkthrough button.

Accept a Dispute

1. Click on the dispute in the list.
2. A Dispute Details window will open.
3. Click the Accept Dispute button.
4. This will change the dispute status to Accepted by your practice.