How to Submit a Chargeback Defense

Modified on Thu, Apr 23 at 10:29 AM

Use this guide to submit a defense for a chargeback in DealerWorks. Submitting your defense sends it through DealerWorks directly to the card network (Visa, Mastercard, Discover, etc.) for review.

Response Deadlines Are Strict

Response windows can be as short as 9 days depending on the card type and region. Missing the deadline means the chargeback stands — regardless of whether the original charge was valid. As soon as you receive a chargeback notification, start gathering information immediately.

Step 1

Review the Dispute Before Gathering Evidence

Before reaching out to the service or parts team, open the dispute in DealerWorks and confirm the following:

The response deadline has not passed.
The Defendable field in the Dispute Details section shows Yes. If it shows No, the dispute cannot be contested through the standard process — contact support before taking any action.
You've read the dispute reason and, if present, the Issuer Comments section. This tells you exactly what the customer is claiming, which determines what evidence you need to find.

Check the Defense Documents Section First

The Defense Documents section of the dispute page lists exactly what DealerWorks needs you to upload for this specific dispute. The document types are determined automatically based on the dispute reason — you don't choose them. Review this list before contacting the service team so you know exactly what to ask for.

Step 2

Gather Evidence from the Dealership

The accounting team typically doesn't have direct access to service records, repair orders, or customer communications — you'll need to work with the relevant staff to collect the right documentation. Use the table below to identify who to contact and what to ask for based on the dispute type.

Dispute Type	What to Gather	Who Usually Has It
Fraud / Customer says they didn't authorize the charge	Signed repair order, signed payment authorization, proof the customer was present	Service advisor, cashier
Cancelled services / Customer says they didn't receive a refund	Signed repair order confirming service was completed, your cancellation/refund policy, proof refund was issued (if applicable)	Service advisor, service manager, accounting
Service not received / Customer says work wasn't done	Completed repair order with detailed technician notes, photos, inspection records, vehicle pickup confirmation	Service advisor, technician, service manager
Not as described / Customer disputes quality	Repair order, technician notes, parts documentation, before-and-after photos, customer sign-off on the work	Service advisor, technician, parts department
Duplicate charge / Customer says they were charged twice	Separate repair orders or invoices confirming the two charges were for different jobs, dates, or amounts	Accounting, service advisor
Credit not processed / Customer says refund never arrived	Proof the refund was issued — date, amount, and method. If no refund was owed, documentation confirming the charges were valid.	Accounting

Step 3

Submit the Defense in DealerWorks

1
Go to Accounting → Disputes and open the dispute.
2
Confirm Defendable shows Yes and the deadline has not passed.
3
Review the Defense Documents section and confirm you have every required file ready to upload.
4
Click Add Details and Submit to expand the submission form.
5
Click the Upload button on each row to attach the corresponding file. Every item marked Required must have a file before you can submit.
Uploaded files are saved automatically. You can upload over multiple sessions and come back to submit when you're ready.
6
In the Summary of evidence for issuer field, write a clear, factual explanation of the transaction and why the charge was valid. This summary is forwarded to the card network and the customer's bank as part of your defense. Keep it factual and straightforward — describe what work was done, when, and that it was authorized.
7
Click Submit Defense. Your response is submitted to the card network for review. The dispute status will update to reflect the submission.

Tips

Contact the appropriate department as early as possible. Tracking down a repair order from months ago takes time — don't wait until the day before the deadline.
The evidence summary is forwarded to the card network and the customer's bank. Write it clearly and avoid emotional language — just the facts of what happened.
If a dispute shows Defendable: No, do not click Accept Liability without first confirming with support what it means for this specific case.
After submitting, use Sync with Adyen if the status does not update promptly.