Scratchpay Customer Service: Complete Professional Guide

Overview of Scratchpay support and what to expect

Scratchpay is a pet-care financing platform used by thousands of veterinary practices across the United States. Its customer service model combines in-app chat, an online Help Center (https://www.scratchpay.com/help), and email-based ticketing to manage billing, loan setup, and repayment questions. As with most fintech-for-healthcare providers, the focus is on quick verification of identity, clear documentation of the veterinary invoice, and resolving payment exceptions within a short business window.

In practice, customers can expect an initial automated acknowledgment within minutes for online requests and a human reply within 1–3 business days for routine inquiries. Complex cases — charge disputes, refund reversals, or regulatory questions — commonly require 5–15 business days to investigate and close, because Scratchpay must coordinate with the veterinary clinic and underwriting teams to validate charges and timelines.

Contact channels and expected response times

Primary contact points are the Help Center on scratchpay.com, the in-app support chat (available when you are logged into your account), and an email-based support queue. Most users report first-line responses within 24–72 hours during normal business operations (Monday–Friday). If your issue is time-sensitive — for example, a declined autopay before a scheduled pet surgery — use the in-app chat or the clinic’s facilitator to escalate immediately.

For written records, always use email or the ticketing system inside the app so you have timestamps and ticket numbers. When creating a ticket, include the invoice number, patient name, clinic name, and transaction ID. This reduces back-and-forth and shortens average resolution time. For regulatory escalation, you can reference public agencies (see the “Escalation & dispute resolution” section below) if you believe there is a legal or compliance failure.

Common issues and how customer service handles them

Billing errors: Typical billing issues include duplicate charges, incorrect invoice amounts, or misapplied payments. Scratchpay’s CS will first request the original veterinary invoice and proof of payment (bank or card statement masked to show only last four digits). After verification, they will either issue an internal adjustment or coordinate a refund with the clinic. Expect documented resolution within 7–10 business days after submission of complete evidence.

Payment problems and autopay: If a scheduled payment fails, CS will notify you and provide next steps — retry, change payment method, or enroll in a short extension. Many plans allow a temporary hardship deferment or a one-time extended due date, but these are not universal and are evaluated case-by-case. To avoid late fees, confirm any agreed extension in writing and keep the ticket number.

What to prepare before contacting customer service

• Account basics: full name, email used on the Scratchpay account, last 4 digits of your payment method, and your Scratchpay account ID if visible.
• Transaction documentation: the veterinary invoice (PDF or photo), the date of service, clinic name and address, and the invoice number or transaction ID from the clinic.
• Payment evidence: bank or card statement snippet (mask numbers except last 4 digits), copies of any prior correspondence, and screenshots of in-app messages or error screens.
• Desired outcome: be explicit — refund, dispute, payment plan modification, or removal of a late fee — so CS can route your ticket appropriately the first time.

Having these items ready reduces average handling time from multiple weeks down to 3–7 business days for straightforward cases. If you expect to need recurring adjustments (for example, multi-stage treatment bills), request a case manager or reference number and ask for a consolidated audit at case closure.

Escalation, dispute resolution and external remedies

If initial support fails to resolve your issue within published timeframes, follow a defined escalation path: ask for a supervisor, request a written summary of findings, and set a clear deadline for the next response (e.g., “Please respond by [date] with action or I will escalate.”). Keep all communication in writing when possible.

If escalation inside Scratchpay does not resolve the conflict, you can file a complaint with consumer protection authorities. Useful public resources include the Consumer Financial Protection Bureau (CFPB) at https://www.consumerfinance.gov and the Better Business Bureau (https://www.bbb.org). For state-specific concerns (data privacy, licensing, unfair practices), contact your state Attorney General’s consumer protection division. Keep copies of all support tickets and documentation; regulators require a clear timeline and evidence trail when investigating financial service disputes.

Practical tips and scripts for efficient resolution

When you open a support ticket, use a concise subject line: “Refund request — Invoice #12345 — Clinic name — [Date of Service].” Start the first message with the desired resolution, then list the attachments and the chronology. Example opening line: “I request a $XXX refund for duplicate charge on Invoice #12345; attached are the clinic invoice and my card statement showing the duplicate.”

Politely request a ticket number and an SLA (service-level agreement) commitment in the reply: “Please provide a ticket number and expected resolution timeframe.” If the agent does not give one, reiterate your deadline and ask to be escalated to a supervisor. A clear, documented timeline and evidence packet is the single most effective tactic to close issues within one to two weeks.

Can you Pay off Scratchpay early?

NOTE – There is no prohibition or prepayment penalty if you decide to fully repay the Loan (in its entirety) prior to month 6 (i.e., Offer Period). To redeem the Offer during the Offer Period, you may either use the “full payoff” feature in your user/borrower portal, or you may contact Scratchpay at 855-727-2395.

What is the difference between Scratchpay and CareCredit?

Another difference between Care Credit and Scratchpay is the repayment process. With Care Credit, you have a set amount of time to pay off your balance before interest is charged. Scratchpay offers flexible repayment plans with no interest, but there may be additional fees for certain payment options.

What is the lowest amount Scratchpay will give?

*Scratch Pay plans are available in 12 to 36 month terms, range in approved loan amounts from $200 to $10,000, and with annual percentage rates (APR) ranging from 0% to 36%, with the lowest rates for borrowers with exceptional credit profiles.

How do I contact Scratchpay?

855-727-2395
Then you should get in touch with Scratch Financial at 855-727-2395 or email our Support Team at [email protected].

What happens if you don’t Pay Scratchpay?

Once a client accepts and uses their Scratch Pay plan, Scratch takes on full responsibility if that client defaults on payments – we will never come back to your practice as part of that delinquency.

How long does it take to get approved for Scratchpay?

The approval process for Scratchpay is designed to be quick and hassle-free. Most applications are approved within minutes, allowing pet owners to focus on their pets rather than worrying about financial arrangements.