Support
Last updated: July 9, 2026. This page explains how to contact Clinic Scout support, what support can handle, what must go to a licensed clinician, and what information should never be sent through normal email or public forms.
Partner support handles Revenue Recovery Desk questions, Stripe checkout, receipts, onboarding, partner profile setup, lead/introduction workflow questions, billing, cancellation/refund review, support for the partner portal, and non-PHI operational questions.
Do not send patient lists, symptoms, diagnoses, medication details, lab results, insurance IDs, medical records, or any protected health information through normal support, public forms, or checkout. If a future workflow requires PHI, it needs a separate approved legal/BAA-ready process.
Partner payments are processed by Stripe in USD. Clinic Scout does not store full card numbers. For receipts, checkout confusion, cancellation, refund review, or account handoff, include your business name, checkout email, package purchased, and the page where the issue occurred.
Revenue Recovery Desk work may include setup, approved scripts, missed-call/form/DM/no-show recovery workflow, partner profile configuration, and reporting. Exact fulfillment depends on the checkout, order, written scope, and approved access handoff.
Partner clinics remain responsible for medical care, patient communication compliance, advertising claims, patient authorization, consent, required licenses, and clinical decisions. Clinic Scout supports operational follow-up systems; it does not practice medicine or make eligibility decisions.
Billing/access issues and active paid-customer blockers are prioritized. For normal support, expect an initial response target of one business day. For broken portal/page issues, send the URL, browser/device, screenshot if helpful, and what you expected to happen.
Email [email protected]. Plain review-safe address: partners@glpclinicscout.com. Support URL: https://partners.glpclinicscout.com/support/.
Partner support is operational. We inspect the checkout record, partner profile, lead/introduction state, recovery workflow, and approved scope. If the blocker is billing, access, portal visibility, or an agreed setup defect, it is handled as support. If the request adds a new channel, new offer, new staff workflow, extra integration, or a new compliance posture, it is treated as new scope and confirmed before implementation.
The partner support page exists for Stripe and customers to see exactly what is sold, where help goes, how fulfillment works, what refund/cancellation review means, and why medical or patient-identifying information does not belong in normal support.
Refund or cancellation requests should be sent to [email protected] with the clinic/business name, checkout email, package purchased, and reason for review. Partner support is monitored on normal U.S. business days; billing/access issues target a first response within 1–2 business days. Started setup, delivered workflow assets, accepted-introduction work, and reserved service capacity are reviewed under the Terms of Service rather than automatically refunded.
This page is intended to make the partner support path obvious to Stripe reviewers and clinic customers: it names the partner support email, explains the paid operational service, points refund/cancellation requests to support, separates custom implementation from automatic refunds, and repeats the no-PHI rule. A clinic should be able to understand what happens after checkout, what information support needs, and which responsibilities remain with the clinic.
Partner support detail addendum: Include the checkout email, clinic name, package purchased, portal URL, and whether the issue blocks billing, onboarding, lead review, reporting, or cancellation/refund review.
Partner support is email-first unless a paid scope includes scheduled calls. Each request should include the clinic/business name, checkout email, portal URL, package purchased, lead/introduction ID if applicable, screenshots if helpful, and whether the issue blocks billing, onboarding, lead review, reporting, integration, cancellation, or refund review. The support email thread is the case record.
Lead or introduction disputes should identify what is being disputed: duplicate, outside service area, no consent record, unreachable contact, wrong category, already-booked patient, or billing classification. Clinic Scout reviews the routing/consent/status record and responds with the operational decision; clinical suitability remains the clinic’s responsibility.
For integration or portal issues, describe the system affected, the staff role blocked, and the exact step that failed. For billing issues, include the Stripe receipt or checkout email. For lead/introduction issues, include the record identifier and reason for review. Keeping these lanes separate avoids support turning operational tickets into clinical or compliance advice.