Here are some commonly asked questions regarding the Vibrant Payment Plan feature, including declined payments, authorization holds, and refund requests.
What happens if the initial payment is declined when using the Payment Plan
If the initial payment is declined, the patient or provider should contact Vibrant Support for additional assistance. Support can help review the payment issue and provide next steps.
What happens if a subsequent installment payment does not go through when using the Payment Plan?
If a future installment payment does not go through due to a payment issue, card cancellation, or another card-related problem, Splitit will contact the patient directly to correct the payment method. If the patient cannot be reached or the payment issue cannot be resolved, Splitit will convert the initial authorization into a charge for the full order amount.
The provider does not need to manage failed installment payments after the initial payment has been completed.
Is there a chargeback if a future payment failures when using the Payment Plan?
No chargeback is automatically created for the provider if a future installment payment fails.
Because the full order amount is authorized on the patient’s card at the time of purchase, Splitit manages the payment recovery process. If the patient does not update the payment method, Splitit may adjust the most recent successful payment to collect the remaining balance.
Does the authorization hold on a Payment Plan count toward the patient’s credit limit?
Yes. Since SplitIt Payment Plan uses an authorization hold for the full order amount, the authorized amount will count toward the patient’s available credit limit until the payment plan is completed or the authorization is released according to the card issuer’s policies.
What if the patient wants a refund when using a Payment Plan?
The refund policy is the same for orders that use payment plans and orders that do not use payment plans.
If the kit has not been shipped to the patient, the refund can be processed in full. If the kit has already been shipped to the patient, the refund is subject to a $25 processing fee.
Learn more about Vibrant Refund Policy
For more assistance, please contact support through Live Chat or email support@vibrant-america.com.