Q. What happens within MedAdvisor once a customer lodges a disputed charge with their bank?
When a dispute is raised, MedAdvisor receives an email notification from our third-party payment gateway. We then provide the Pay-In-Advance (PIA) receipt as supporting evidence to the gateway, which forwards it to the customer’s bank. The resolution process can take up to 45 business days.
Q. If a dispute results in a reversal/refund to the customer, how and when are we notified?
If the dispute is resolved in the customer’s favour, MedAdvisor is notified by the payment gateway provider. MedAdvisor absorbs the full cost of the refund plus an additional $35 chargeback fee for the dispute in the customer favour.
Q. Is there a dispute status we can view in the portal/app, and does it flag affected transactions?
There is no current visibility of disputed transactions for the pharmacy. However, if a customer raises two or more disputes, their Pay-in-Advance feature will be blocked under the reason: “Access restricted following multiple chargeback incidents.” This measure helps prevent fraudulent activity, such as stolen credit cards. Pharmacies can request reactivation by contacting MedAdvisor Customer Support.
Q. What is the expected timeline from dispute initiation to outcome?
As advised by our payment gateway, the process can take up to 45 business days.
Q. Are funds ever clawed back from us after we’ve already processed the sale in-store, and if so, how is that handled?
When a dispute occurs, MedAdvisor works directly with the customer and the payment gateway. Pharmacies are not notified during the dispute process. If the dispute is resolved against us, MedAdvisor incurs the chargeback fee and refund cost.
Please note: To reduce chargebacks caused by the “MedAdvisor” descriptor, we recommend that pharmacies proactively inform customers that transactions appearing under “MedAdvisor” are legitimate and advise them not to dispute these charges in the future.