Respond to a chargeback

Responding means sending evidence that contradicts what the customer told their bank. DealerWorks lets you do the whole thing without leaving it.

Before you upload anything, read the claim

Open the chargeback and read Issuer Comments. This is the customer’s own account of the complaint, in their words — often including dates, what they say they were told, and why they are unhappy.

It is the most useful thing on the page, and it is below the fold, so it gets missed. Your evidence has to contradict what it says.

Then check what is being asked for

The Defense Documents table lists the document types required for this kind of dispute. Each row shows what is needed and whether anything has been uploaded yet.

Upload and submit

1. Click Upload on the row for the document you are providing.
2. Add the rest of the documents you have.
   Your files are saved even if you are not ready to submit, so you can start now and finish when the paperwork arrives.
3. When you have everything, click Submit Defense.

The status moves to Responded, and the timeline records that information was supplied.

Keep an eye on the timeline

The Event Timeline records everything that has happened, including the warnings as the deadline approaches. Warnings arrive at seven days, three days, two days and a final one.

If a chargeback was lost by default, the timeline usually shows four warnings that went unanswered. Worth checking who is meant to be watching this screen.

Related: What evidence wins a chargeback · What the chargeback statuses mean · Chargebacks — start here