Disputes & Chargebacks

When a customer disputes a charge on a Truemed order, you don’t need to manage the process yourself. Truemed handles disputes and chargebacks on your behalf, and uses industry-standard fraud tools to keep dispute volume low in the first place. This article walks through what happens when a dispute is filed, what happens if it’s lost, and how Truemed prevents fraud at checkout.

How Truemed Handles a Dispute

When a customer files a dispute or chargeback on a Truemed order, our team manages the resolution end to end:

1. Stripe alerts Truemed. As soon as the dispute is filed, Stripe notifies us through the Connect account.
2. We contact your support team. We reach out to your support representative to gather order details and any prior communication history with the customer.
3. We work toward resolution. Depending on the case, we either work directly with the customer to resolve the issue, or submit evidence to Stripe to contest the dispute on your behalf.

What Happens If a Dispute Is Lost

If Stripe rules against the dispute:

• The disputed amount is automatically deducted from your next Stripe payout
• There is no separate invoice or manual repayment process
• Everything flows through Stripe’s standard dispute resolution

How Truemed Prevents Disputes

Stripe Radar

All transactions run through Stripe Radar, which uses machine learning across thousands of signals to flag high-risk activity in real time. Radar is the same fraud engine Stripe applies to standard card payments, so HSA/FSA orders benefit from the same baseline protection as any Stripe-processed transaction.

What You Can Do to Reduce Disputes

Truemed handles the dispute process itself, but a few merchant-side practices meaningfully lower the chance of disputes being filed in the first place:

• Keep product descriptions accurate. Disputes often stem from a mismatch between what a customer expected and what they received. Clear descriptions, sizing, and ingredient lists reduce “item not as described” claims.
• Make your refund and return policy easy to find. Customers who can self-serve a refund usually won’t open a dispute.
• Respond quickly to support inquiries. Most disputes start with an unanswered email. Same-day responses, even just an acknowledgment, prevent escalation.
• Set a designated dispute contact. If you have a specific email you’d like dispute inquiries sent to, let us know.

Need Help?

If you’ve been contacted about a dispute or have questions about a specific case, contact merchants@truemed.com. For general questions about fraud prevention or your dispute history, reach out to your Truemed CSM.