Hims & Hers Faces Visa Monitoring Over Subscription Disputes

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Credit card disputes tied to the company’s weight-loss subscriptions triggered Visa monitoring and added costs, according to reports.

Hims & Hers has been placed in Visa’s Acquirer Monitoring Program after credit card disputes rose in its weight-loss subscription business, Bloomberg reported, citing internal documents.

Hims was notified through its payment processor, Stripe, after dispute levels crossed Visa’s threshold in July.

The company now faces an $8 assessment for each dispute. Those charges are expected to add up to nearly $75,000 in September.

According to the internal documents reviewed by Bloomberg, Hims must bring its reported dispute rate below 1.5% for three consecutive months to exit the program.

What Visa monitoring means

Visa’s Acquirer Monitoring Program, or VAMP, tracks fraud and payment disputes across online Visa transactions.

Crossing Visa’s threshold puts a merchant into formal monitoring. The company then has to reduce the dispute level and keep it down long enough to exit the program.

It can also get expensive. For Hims, the immediate reported cost is the $8 assessment on each dispute.

Weight-loss subscriptions account for most disputes

About 75% of Hims & Hers credit card disputes came from its weight-loss business, according to Bloomberg’s reporting on the internal documents.

The Weight Loss Membership starts at $39 for the first month and automatically renews at $149 per month. Medication is billed separately.

Hims is reportedly considering clearer notices before upcoming charges.

Hims declined to answer Bloomberg’s questions about the Visa monitoring program. A company spokesperson told Bloomberg that disputed charges represent a relatively small share of transactions and that its checkout clearly explains membership and medication costs.

The company reported nearly 2.9 million subscribers in its latest results.

Visa scrutiny follows a separate FTC case

The Visa action comes less than a month after the Federal Trade Commission sued Hims & Hers over alleged recurring billing and cancellation practices. The complaint also includes allegations involving consumer privacy.

Utah and California, through Los Angeles County Counsel, joined the case, which is still pending.

The FTC alleges that some consumers were charged and enrolled in recurring prescription subscriptions shortly after completing an intake form without clearly understanding when charges would begin.

It also alleges that Hims did not clearly explain refill timing or cancellation deadlines and made subscriptions difficult to cancel.

Hims disputes the allegations and says it will defend itself.

Insider Take

By the time a company lands in a monitoring program, the problem is no longer contained inside the subscription business. A payment network has seen enough downstream evidence to require action.

The $8 assessments are the easy part to quantify. Getting out of monitoring takes longer.

Hims reportedly has to bring its dispute rate below Visa’s threshold and keep it there for three consecutive months. That means understanding what is driving the disputes, making changes and then showing that the numbers stay down.

That is what makes dispute levels worth watching before they reach this point.

A subscription company can see cancellations, refund requests and customer service contacts inside its own operation. Visa sees another signal: customers going to their banks and challenging charges.

Hims is now working through that process while also defending a separate FTC case involving recurring billing and cancellation. We’ll be watching what changes the company makes and whether those changes show up in its dispute levels.

Related Member Resource

For more on Visa monitoring, disputes, and how card-network rules can affect subscription operations:

Visa for Subscription Businesses