Check where a request stands, question a fee, reverse a payment, or reach the support team by phone or email.
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490K+ record requests fulfilled annually
Most questions about fees, refunds, and payments are answered here.Have your request number ready. It’s on your invoice, and it’s the fastest way for us to find your request.Where do I find my request number?
It’s on your invoice. Support can find your request much faster with it, and a pricing review or a stop-payment request can’t be opened without it. How do I get a refund?
Refunds are requested inside ChartRequest. Log in and submit the refund request from your account. If the problem is the amount you were charged rather than the payment itself, start with a pricing review. I paid by check and it hasn’t arrived. Should I stop payment?
Tell us first. Submit a stop-payment request before you stop the check. A payment stopped without one is treated as unpaid, and under the Terms of Service that can mean a fee or a hold on your account. How is the fee for my records set?
Each request is priced to comply with state and federal fee rules. If yours looks wrong, request a pricing review with your request number, the reason, and any document that supports a different fee. What if the provider I need records from doesn’t use ChartRequest?
Contact that provider’s records department directly. If someone submitted the request for you, such as a law firm, an insurer, or a family member, they will have the request number. I’m a provider. How do I move patients and requesters onto ChartRequest?
Ask support for the transition materials: a quick reference guide with FAQs, prewritten scripts for answering calls and emails, a fax-back form that redirects fax requests, and a walk-in sheet for patients who come to the front desk.
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