How to request a refund as a law firm user

If medical records you received through ChartRequest are inaccurate, incomplete, or incorrectly priced, you can submit a refund request.Log in to the ChartRequest platform, and scroll down to the bottom of the page. Click “Switch to Classic View.” 

Click “Request a Refund” to review your requests eligible for a possible refund, and choose the request you would like refunded. A request must have been paid within the last 30 days to be eligible.

Enter the amount you want to be refunded in the text input field. The refund amount cannot exceed the amount you paid for the medical records request. If you enter a value greater than the amount you paid, you’ll get an error message when you try to submit the form.

Next, you’ll be asked for the reason for the refund request. Click the drop-down arrow and select the appropriate option from the following list:

  • Statutory pricing incorrectly applied
  • Canceled request
  • Records not produced according to the order form
  • Credit card charged incorrectly
  • Duplicative requests submitted
  • Other 

Enter additional comments in the text field, including a detailed explanation regarding the reason for your refund request. To support your refund request, you can upload any relevant documentation.

You can only upload files in PDF format. To add a PDF to your refund request, click “Upload Document” and select a file from your computer. The maximum file size is 20 MB, and you can upload up to three files.

Enter your mailing address in the following input fields, and click “Request Refund” to submit your request.

You can get an error message after clicking “Request Refund” for one or both of the following reasons:

  • If you’ve enter a value that exceeds the dollar amount you paid under “Requested Refund Amount”
  • If you haven’t completed all of the required fields

If you get an error message because the dollar amount you entered is too high, check how much you paid for your records and enter a number less than or equal to that amount. If you get an error message because you didn’t complete a required field, scroll to the relevant field and enter the requested information.

After you’ve submitted your refund request, you’ll see a confirmation message on the screen and receive an email confirming that your refund request has been received. Both the confirmation message and email will inform you how long it should take us to review your refund request, usually 7-10 business days.

Click “Back to Home” to return to the homepage, where you can click the medical records request for which you submitted a refund request to see an overview of the request and check its status. If you scroll to the bottom of the provider chat on the right side of the screen, you’ll see “Refund request submitted,” along with the details of the user who submitted the refund request.

You’ll receive an email notification once we review your refund request. 

If your refund request has been approved and you paid for your records with a credit card, your refund will be issued to your original payment account within three to five business days. If you paid with a check, your refund will be issued via check. Please allow 10 to 14 business days for the check to arrive.

If your refund request has been denied, you’ll receive an email stating the reason(s). 

If you have further questions about why your refund request was denied, you can contact us by phone at (888) 895-8366 or by email at