Chargebacks in telehealth usually come from three places: a patient not recognising the statement descriptor, a cancellation that was harder than it should have been, or a shipment that did not arrive as expected.
Excessive chargeback ratios trigger processor monitoring programs and can end in account termination, which is why the ratio matters more than the individual disputes.
Prevention is cheaper than representment. A recognisable descriptor, self-serve cancellation, proactive shipping communication and screening before checkout remove most of the causes.
Chargeback ratios above processor thresholds put the account itself at risk. In a category already coded high risk, the ratio is a business-continuity metric rather than a customer service one.
Chargeback, in practice
Make the descriptor recognisable, make cancellation easy, communicate shipping proactively, and screen patients before charging them. Screening after payment is the most expensive intake mistake in this category because it converts declines into refunds and disputes.