Reviewing Your Chargebacks in DealerWorks

Modified on Thu, Apr 23 at 10:27 AM

Use this guide to navigate to your chargebacks, read the dispute details, and understand what each section of the dispute page shows.

How to Access Your Chargebacks

1
From the left sidebar, click Accounting.
2
Click Disputes in the Accounting sub-menu.
3
The Chargebacks list shows all disputes on your account. Use the status filter dropdown to narrow results. The list shows the date, reference number, customer name, dispute reason, status, deadline, and amount for each dispute.
4
Click any dispute to open its detail page.

Access

Access to Accounting → Disputes is controlled by your dealership's DealerWorks role settings. If you cannot see the Disputes section, contact your DealerWorks administrator to confirm your permissions.

What You'll See on the Dispute Detail Page

Each dispute detail page is organized into several sections. Here's what each one contains and what to do with it.

Header Bar

Shows the disputed amount, current status, card type (e.g., Visa), a reference number, the response deadline (shown as a countdown — "X days left"), and the date the chargeback was filed.

Actions Bar

Contains three buttons: Submit Defense, Accept Liability, and Sync with Adyen. The Sync with Adyen button manually refreshes the dispute status if you think it may be out of date.

Defense Documents

The files you need to upload to submit your defense

This section lists the specific documents DealerWorks needs you to upload in order to submit your defense. Each row shows what type of document is needed, whether it has been uploaded, and the file name once attached. When a dispute is open for defense, each row includes an Upload button — click it to attach the relevant file. The document types are assigned automatically based on the dispute reason; you don't choose them.

Column	What It Shows
Defense Reason Code	A category label identifying what type of evidence is needed. Assigned automatically based on the dispute type.
Document Type	The specific kind of document required — for example, proof of service, a refund policy, or an authorization record.
Requirement	Indicates whether the document is Required. All required items must be uploaded before submitting.
Status	Shows Uploaded (green) once added, or blank if still needed.
File Name	The name of the file you uploaded.

Files you upload here are saved automatically — even if you don't submit the defense right away. You can upload documents over multiple sessions and return to submit when you're ready.

Event Timeline

A chronological list of events for this dispute — such as when the chargeback was received, when documents were uploaded, and any updates since. As the deadline approaches, a Deadline Warning (7 days) event will appear in the timeline as an additional alert.

Older disputes: The timeline may show only a single entry and include a note that reads "Reconstructed from chargeback data." This is expected for records that predate the current DealerWorks version — it doesn't affect your ability to respond.

Dispute Details

Shows the full details of the chargeback. Key fields include:

Response Deadline	The exact date and time by which your defense must be submitted.
Reason / Reason Code	The dispute category and code issued by the customer's card network.
Status	The current state of the dispute. See the Chargeback Status Reference for definitions.
Defendable	Yes means a formal defense can be submitted. No means the dispute cannot be contested through the standard process.
Auto Defended	Yes means DealerWorks submitted a defense on your behalf automatically. No action is required from you for the initial defense.
Scheme Code	Identifies the card network handling the dispute (e.g., visa, mc, pulse).

Original Transaction

Shows the payment that was disputed: amount, date, status (e.g., Approved), and card type. Click View Details to open the original transaction record, which includes the service order number, ticket number, transaction ID, and card information.

Customer Information

Shows the cardholder's name, phone number, and email address on file for this dispute.

Issuer Comments

Only appears on some disputes

When the customer's bank has included additional context about the dispute, it appears here. Read this section carefully before reaching out to the service team — it often tells you exactly what the customer is claiming, which determines what evidence to gather. Not all disputes will include this section.

The fields shown vary by dispute type. Common examples include:

Cancellation Date	The date the customer claims they cancelled or notified the dealership.
Cancellation Method	How the customer says they cancelled — for example, "Customer was unsatisfied."
Date Of Service	The date the customer says the service occurred or was expected.
Merchandise Or Services	A general description of what the customer says they purchased.
What Was Purchased	The specific item or service the customer identifies in their dispute.
Order Details Not As Described	Appears on quality disputes — the customer's explanation of what they say was wrong with the service or product.

Tips

Check the Defendable field in Dispute Details first — it tells you whether a defense is possible before you spend time tracking down documents.
Read the Issuer Comments section (when present) before contacting the service team. It often tells you exactly what to ask for.
Use Sync with Adyen if the status looks outdated after submitting a defense.
The deadline countdown shows calendar days — not business days.