Chargeback Status Reference

Modified on Fri, Apr 24 at 12:54 PM

This article explains each status that can appear on a chargeback in DealerWorks, what it indicates, and what action — if any — is needed.

Status Definitions

Status	What It Means	Action Needed
Undefended	The response window is open and no defense has been submitted yet. This dispute is waiting on you.	Immediate action required. Review the dispute, gather documentation from the service or parts team, and submit a defense before the deadline — or accept liability if the dispute is valid.
Needs Response	A new development on this dispute requires attention. This status appears when a dispute has advanced to a second stage of review — for example, after an initial defense was reviewed and the customer's bank has returned with a further challenge.	The options available at this stage differ from the initial defense process, and acting without guidance may affect the outcome.
Pending	The dispute is in progress. A response may have been submitted and is being processed.	No immediate action required. Monitor for status updates.
Responded	A defense has been submitted and is with the customer's bank or card network for review. A final decision has not yet been issued.	No action required. Await the outcome.
Won	The dispute was resolved in the dealership's favor. The defense was accepted and the chargeback has been reversed.	No action required. The disputed funds will be returned to your account as part of your next payment settlement.
Lost	The dispute was resolved in the customer's favor. The chargeback stands and the funds will not be recovered.	No further action available through the standard dispute process. Contact support if you believe the outcome was in error.
Accepted	The dealership chose to accept the chargeback without contesting it. The case is closed.	No action available. Accepted chargebacks cannot be reopened.
Unknown	This status most often appears on a Notification of Fraud — a fraud alert sent by a card network that is not a formal chargeback. A Notification of Fraud does not automatically result in funds being debited and does not require a defense submission.	No action is typically required. If this status appears on a recent dispute and you have questions about what it means for your account, contact DealerWorks support.

Using the Status Filter

The Chargebacks list in Accounting → Disputes includes a status filter dropdown. You can filter by any individual status or view all disputes at once. Filtering to Undefended is a quick way to surface any open disputes that still need a response.

Deadline Visibility

The Chargebacks list shows a deadline countdown ("X days left") on each open dispute. The full date and time are visible when you open the dispute. Response windows can be as short as 9 days — check this regularly so nothing expires before you have a chance to respond.