Chargeback Status Reference

Modified on Thu, Aug 27 at 3:43 PM

Chargeback Status Reference

This article explains every status that can appear on a chargeback in DealerWorks, what it means, and what action — if any — you need to take. To see your chargebacks, go to Accounting → Disputes.

Statuses That Need Your Action

These statuses mean the dispute is waiting on you. Act before the date shown in the Deadline column.

Status	What it means	What to do
Needs Response	The dispute is open and waiting for you to respond.	Gather your documentation and submit a defense, or accept liability if the dispute is valid.
Undefended	No defense has been submitted on this dispute.	Submit a defense before the deadline. If the deadline has already passed, contact DealerWorks Support.

Deadlines are firm

If the response window closes without a defense, the dispute is decided in the cardholder's favor and the funds are not recovered. Response windows can be short, so check Accounting → Disputes regularly rather than waiting to be notified.

Statuses That Mean In Progress

These statuses mean the dispute is moving through review. No action is needed from you unless DealerWorks Support asks for something.

Status	What it means	What to do
Responded	A response has been submitted on this dispute.	Nothing — await the outcome. You cannot add to a defense after it is submitted.
Pending	The dispute is in progress and under review.	Nothing — await the outcome.
Pre-Arbitration	The dispute has advanced past the first round of review to a further stage of challenge.	Contact DealerWorks Support before acting. The options at this stage differ from a first defense.
Pre-Arb Withdrawn	The cardholder's bank withdrew its pre-arbitration challenge.	Nothing — this generally works in your favor. Contact Support if you need the outcome confirmed.
Scheme Arbitration	The card network is deciding the case directly.	Nothing — the decision rests with the card network. Contact Support with any questions.

Closed Statuses

These statuses mean the case is finished.

Status	What it means	What to do
Won	The dispute was resolved in the dealership's favor and the chargeback was reversed.	Nothing. The disputed funds return to your account with a future payout.
Lost	The dispute was resolved in the cardholder's favor. The chargeback stands.	No further action is available through the standard process. Contact Support if you believe the outcome is wrong.
Accepted	The dealership chose to accept the chargeback without contesting it.	Nothing. Accepted chargebacks cannot be reopened.
Arbitration Won	The case went to arbitration and was decided in the dealership's favor.	Nothing.
Arbitration Lost	The case went to arbitration and was decided in the cardholder's favor.	Nothing further is available. Contact Support with questions.
Expired	The response window closed without a defense being submitted.	The case is closed. Review your process so open disputes are caught earlier.

Statuses That Are Not Chargebacks

Two entries can appear in your Disputes list that are not formal chargebacks. Neither one automatically debits your account.

Status	What it means	What to do
Fraud Alert	A fraud notification from a card network. It is a warning, not a formal chargeback, and does not require a defense.	No response is required. If the same customer or card appears repeatedly, contact Support.
Info Request	The cardholder's bank has asked for information about the transaction rather than filing a chargeback.	Provide the requested documentation. Responding well here can prevent a chargeback later.

Unknown

If a dispute shows Unknown, DealerWorks could not match it to a recognized status. Contact DealerWorks Support with the PSP Reference from the list and we will confirm where the case actually stands. Do not assume no action is needed.

Filtering by Status

The Chargebacks list has a Status filter that defaults to All states. The filter offers five choices: Pending, Won, Lost, Accepted, and Responded.

Note: The filter choices are narrower than the statuses that can appear in the list. To find disputes that still need work, leave the filter on All states and scan the Deadline column instead — an open dispute shows a deadline, while a closed one does not.