Before you call your bank,let us fix it.
If a charge on your statement does not look right, or your order is not what you expected, this page is the fastest way through it. A bank dispute is handled by people who only see one line on a statement. We can see the actual order.
File a dispute with our teamThis opens your email app with the details already laid out. Fill in what you know and send it. Nothing else is needed, no account and no form.
Do not recognize a charge?
On your bank or card statement, our charges appear as:
SP MEDICODEMedicode is a brand operated by ECOM PAPER PRODUCTION LLC. If that is the descriptor in front of you, the charge comes from an order placed on medicode-usa.com. If it is still not yours, tell us and we refund it.
Identify this charge for meAlmost always, it is one of these three
Most charges people report as unknown turn out to be perfectly ordinary once you see what happened.
Someone else used the card
Partners, family members and roommates order more often than people expect. Ask at home before you file anything.
The descriptor looked unfamiliar
You remember the brand, not the billing name. SP MEDICODE is us, and it will not always match how you remember the purchase.
A pending authorization hold
A failed or repeated checkout attempt can leave a temporary hold that looks like a second charge, then drops off on its own. We only ever capture one payment per order.
You are never billed on a recurring basis. Medicode has no subscriptions, no auto ship and no memberships, so there is nothing running quietly on your card and nothing for you to cancel.
Pick the situation that matches yours
Each one opens an email with the exact details we need, so it gets resolved on the first reply instead of the fourth.
I do not recognize this charge
We match it against our records and tell you exactly what it is. If it is not yours, we refund it.
Look up this chargeI want a refund
You have 30 days from delivery to tell us it is not working out for you. Conditions are in our Refund Policy.
Request a refundMy order has not arrived
Send us the order number and we trace it with the carrier and stay on it with you until it lands.
Report a missing orderDamaged, wrong item or a reaction
Replaced or refunded at no cost to you. If you had a skin reaction, stop using the product and write to us.
Report a problemWhat happens when you write
A person reads it
Not a bot and not a ticket queue. It reaches the team that can actually act on your order.
We identify the charge
We match the date, the amount and the last four digits against our records and tell you plainly what it is.
We settle it
If the charge is not yours, we refund it. If it is yours and you are not happy with the product, the 30 day guarantee applies. Refunds go back to the original payment method.
Two ways to handle this
Both are open to you. They do not lead to the same place.
Writing to us
- Handled by the team that has your actual order in front of them
- You choose the outcome: a replacement, a partial refund or the full amount back
- Nothing on your order gets frozen while we look at it
- You can change your mind at any point
A bank dispute
- Decided by people who only see one line on a statement
- One outcome, and it is decided without you in the room
- The order is locked while the case sits open
- Hard to withdraw once it has been filed
If you have already filed a dispute with your bank, write to us anyway. We would still rather fix the underlying problem than argue about it through a third party.
Still looking for something else
Email: info@medicode-usa.com · Phone: +1 (505) 204-7493 · Statement descriptor: SP MEDICODE
Medicode products are cosmetic products for external use only. They are not intended to diagnose, treat, cure or prevent any disease or skin condition. Individual results may vary.