Every chargeback comes with a reason that tells you why the customer's bank reversed the charge. Knowing what each reason means helps you figure out what happened, what documentation to track down, and whether the dispute can be defended. This article covers all dispute reason categories seen across DealerWorks accounts.
Why Similar Reasons Look Different
DealerWorks shows dispute reasons in plain language, but the same underlying issue can appear under several different names depending on the card type. For example, "Merchandise/Services Not Received," "Goods and Services Not Received," and "Non-Receipt of Goods or Services" all mean the same thing — the customer says the work wasn't done. The guidance in this article is organized by what the customer is actually claiming, not by the exact wording on your screen.
Dispute Categories
Cancelled or Returned Services
Most common dispute category at automotive dealerships
Appears as: Cancelled Merchandise/Services · Goods Returned/Canceled · Goods and Services not Received/Refused
The customer is claiming they cancelled the service, returned goods, or refused delivery — and that they didn't receive a refund they were owed.
What usually happened
- The customer felt the repair didn't fix the problem and disputed instead of returning to the dealership.
- The customer expected a refund that was never issued, or it hadn't posted yet when they filed the dispute.
- A service was cancelled mid-repair and the customer was still charged for work begun or parts ordered.
What to gather
- Completed and signed repair order confirming the service was performed.
- Your cancellation and refund policy — especially if it was signed or acknowledged at check-in.
- Documentation showing the customer approved the charges before paying.
- Proof a refund was issued, including the date it was processed, if one was given.
Who to ask: Service advisor, service manager, accounting team for any refund records.
Services or Goods Not Received
Appears as: Merchandise/Services Not Received · Goods and Services Not Received · Goods or Service Not Provided · Non-Receipt of Goods or Services · 4755: Non-Receipt of Goods or Services
The customer is claiming they were charged for something they never received — the work wasn't done, parts weren't installed, or the service they paid for never happened.
What usually happened
- The customer doesn't recognize the charge and assumes the work wasn't performed.
- A part was ordered and charged but hadn't been installed by the time the customer picked up the vehicle.
- A service was pre-paid for a future appointment, and the customer filed the dispute before the appointment took place.
What to gather
- Signed repair order with a detailed description of the work performed.
- Technician notes, inspection records, or photos showing the work was completed.
- Parts installation or delivery records, if applicable.
- Vehicle pickup confirmation or customer signature at release.
Who to ask: Service advisor, technician, service manager.
Not as Described or Defective
Appears as: Not as Described or Defective Merchandise/Services · Not as Described · 4553: Cardholder Disputes Quality of Goods or Services · Cardholder Disputes Quality of Goods or Services
The customer is claiming the service or parts they received were not what was described, were defective, or were significantly different from what they agreed to pay for.
What usually happened
- The customer felt the repair didn't fix the problem and disputed instead of returning for warranty work.
- The customer disputes the quality or type of parts used versus what was quoted.
- A new issue appeared after the repair and the customer blamed the dealership.
- The final invoice differed from the original estimate without documented approval from the customer.
What to gather
- Detailed repair order with technician notes describing exactly what was done.
- Parts documentation, inspection records, before-and-after photos.
- Customer signature approving the specific work and cost.
- Any communications showing the dealership tried to address a complaint before the dispute was filed.
Who to ask: Service advisor, technician, parts department, service manager.
Fraud and Unauthorized Charges
Appears as: Other Fraud-Card Absent Environment · No Cardholder Authorisation · Corporate Customer Advises Not Authorized · Cardholder dispute
The customer — or their employer, in the case of a corporate card — is claiming the charge was never authorized. "Card Absent Environment" specifically means the card was not physically present at the time of payment, such as a payment taken over the phone or online.
What usually happened
- Payment was taken by phone without the customer's card physically being present.
- A corporate or fleet card was used but the employer says the charge wasn't pre-approved.
- A stolen or compromised card was used for the transaction.
- The customer authorized the work but doesn't recognize how the charge appears on their card statement.
What to gather
- Signed repair order and payment authorization form.
- Any record showing how the payment was collected and that the customer (or an authorized representative) gave consent.
- For corporate disputes: documentation showing the company or vehicle operator authorized the work.
- For phone payments: any written or emailed authorization from the customer before the charge was run.
Who to ask: Service advisor, cashier.
Use a Payment Request Instead of Taking Card Numbers Over the Phone
When the customer isn't physically present to tap or chip their card, the safest option is to send them a payment request through DealerWorks. Payment requests include an extra verification step — called 3D Secure — where the customer's bank confirms their identity before the charge goes through. When 3D Secure is completed, fraud liability shifts away from the dealership, making these disputes significantly harder for customers to win. A written authorization record alone does not provide the same protection. See What Is 3D Secure and Why Should Your Dealership Use It? and How to Prevent Chargebacks at Your Dealership for guidance on remote payment practices.
Credit or Refund Not Processed
Appears as: Credit Not Processed · Credit not Received
The customer was told a refund would be issued but it either was never processed or hadn't posted to their account by the time they filed the dispute.
What usually happened
- A refund was promised to resolve a complaint but was never entered into the system.
- The refund was processed but the customer filed the dispute before it appeared on their statement.
- An overpayment or deposit wasn't returned after a job was cancelled or adjusted.
What to gather
- Proof the refund was issued — including the date processed and the amount.
- If no refund was owed, documentation confirming the charges were valid.
Who to ask: Accounting team.
Important: If a refund has already been issued and is still in transit, contact support immediately. A chargeback filed against a refund that's already been sent can result in the customer being paid twice if not handled correctly.
Duplicate or Incorrect Amount
Appears as: Duplicate Processing · Multiple Presentment of Charge · Incorrect Transaction Amount Presented
The customer is claiming they were charged twice for the same transaction, or that the amount charged doesn't match what they agreed to.
What usually happened
- Two separate repair orders were charged on the same visit — the customer didn't expect multiple charges.
- A payment was retried after a declined attempt and both charges posted.
- The final invoice amount was higher than the estimate and the customer wasn't notified before it was charged.
What to gather
- Separate repair orders or invoices for each charge, showing they represent different jobs, dates, or amounts.
- For amount disputes: signed documentation showing the customer approved the final amount before it was charged.
Who to ask: Service advisor, accounting team.
Account, Authorization, and Payment Issues
Generally harder to defend — contact support if you're unsure how to proceed
Appears as: No Account/Unable to Locate Account · Invalid Account Number · Paid by Other Means · R01 Insufficient Funds · Payment Stopped · No description of mail order, telephone order, or internet Charge
These disputes relate to issues with the payment account itself, how the charge was described, or a claim that the invoice was already paid a different way. They vary in cause and are generally harder to defend because they often involve account-level issues outside the dealership's control.
| Reason | What It Means and What to Do |
|---|
| No Account / Unable to Locate Account · Invalid Account Number | The customer's bank couldn't match the transaction to a valid account. This usually means the card was expired, closed, or reported stolen at the time of the charge — something outside the dealership's control. Contact DealerWorks support for guidance on next steps. |
| Paid by Other Means | The customer claims the invoice was already paid by check, cash, or a different card. You'll need to show that the card charge was a separate, valid transaction for a separate service — not a duplicate of an earlier payment. |
| R01 Insufficient Funds · Payment Stopped | These codes apply to check or bank transfer transactions, not standard card payments. They mean the payment couldn't be completed because funds weren't available or the customer put a stop on the payment. Contact DealerWorks support if you see these — the process for handling them differs from a card chargeback. |
| No description of mail order, telephone order, or internet charge | A phone or online payment was processed, but the charge on the customer's card statement didn't include enough information for them to identify what it was. The dealership name and a clear description should appear on all phone and online charges to prevent this. |
Quick Reference
| Dispute Category | Key Evidence | Who to Ask |
|---|
| Cancelled / Returned | Signed RO, refund policy, proof of service | Service advisor, service manager |
| Service Not Received | Signed RO, tech notes, pickup records | Service advisor, technician |
| Not as Described / Quality | RO, photos, parts docs, customer sign-off | Service advisor, technician, parts dept. |
| Fraud / Unauthorized | Signed authorization, cardholder-present records | Service advisor, cashier |
| Credit Not Processed | Refund confirmation with date and amount | Accounting team |
| Duplicate / Wrong Amount | Separate ROs or invoices showing distinct charges | Accounting, service advisor |
| Account / Payment Issues | Varies — contact support | DealerWorks support |
The Best Defense Starts Before the Dispute
Signed repair orders, clear refund policies, technician notes, and photos protect the dealership across every category listed here. See How to Prevent Chargebacks at Your Dealership for a complete guide to documentation practices.