Disclaimer: As a Clearent POS user, please note that all information regarding disputes can only be accessed through the Clearent Partner Portal. Dispute details will not appear in the AR dispute folder.
You should have received an invitation to sign up for the Clearent Partner Portal at the email you used for your POS setup. If you missed the invite or need assistance signing up, please email Info@AestheticRecord.com.
Managing Disputes with Clearent
Once you've actively started processing with Clearent, this process will be applicable. You will receive a physical letter in the mail as well as an email from Merlink. DO NOT IGNORE THIS. You will need to respond to the dispute through the portal mentioned on the mail or you can physically mail items. Keep in mind disputes are time sensitive! So respond to them as soon as you get them.
You should include anything that will help you win the dispute, this would include your cancellation policy, invoice and signature, patient photos, patient notes, booking history etc.
How to submit for Clearent Dispute (chargeback)
Please use Merlink to upload. https://merlinkresponse.com/ or fax to 706-655-5210 the necessary documentation.
If the timeframe of the chargeback has expired and you need to see if an exception can be made to submit the paperwork, you can email customer support of Clearent - customersupport@clearent.com
If the Merchant (you) reaches out to customer support, you need to provide the MID, DBA (Doing Business As), Chargeback amount, and if you have the last 4 of the card then the last 4.
Should you have any questions concerning the dispute, you may contact Merlink directly at 866-637-5467.
Important Note
If you are using Clearent as your POS, please note that neither the email nor the dispute will appear in the dispute folder in AR. AR is not responsible for managing your disputes and cannot intervene to expedite resolution or reimburse your practice in the event of a lost dispute. Our role is limited to providing general support.Things to know when you have a dispute:
When a chargeback/cardholder dispute has been lodged to your account,
Notifications: You will receive a physical letter in the mail as well as an email from Merlink to your registered email address.DO NOT IGNORE THIS. You will need to respond to the dispute through the portal mentioned in the mail or you can physically mail items. Keep in mind disputes are time sensitive! So respond to them as soon as you get them.
Documentation: All documentation must be received by Merlink on or before the Respond by date you will find indicated on the attached in the merchant portal and in the email or the physical mail copy received.
Failure to respond on or before the Respond by date with all of the requested documentation will result in forfeiture of your rebuttal.
Best Practices for Avoiding Chargebacks