• Signed Terms: Copy of the signed agreement and cancellation policy.
• Timing Proof: Documentation showing the charge occurred before the cancellation request.
• Communication: Text/email history showing ongoing activity or active service during the billing period.

The customer claims they were promised a refund or credit that was never received. 

This often occurs when:

• A repair was canceled
• Parts were returned
• A warranty adjustment was offered
• A partial refund was discussed

• Proof of Refund: Receipt or processing record showing the refund was issued.
• Custom Settlement Terms: text/email agreement showing the customer accepted a partial refund, future discount, or another mutually agreed-upon solution.
• Refund Policy: Signed documentation  showing a customer received and acknowledged refund policy. (Reminder:  a “No Refunds” or “All Sales Final” policy (e.g. custom/special order parts or labor) needs to be clear and you must show that the customer acknowledged the policy.

⚠️ No Recourse/Cannot Be Contested - ACH disputes cannot be challenged once filed under banking regulations (NACHA).

Recommended Action: Contact your customer directly to collect payment. If necessary, pursue standard billing/collections, as the original invoice remains unpaid. 

Dispute Inquiry (Retrieval Request)

***  This is not a formal dispute ** 

• Approved Estimate & Invoice: Signed work order, digital e-signature timestamp, or text/email approval history.
• Proof of Pickup / delivery: Signed vehicle pickup release, proof of delivery.

🎯 Treat Retrieval Requests with the same urgency as a formal dispute. Strong documentation can often prevent a chargeback from being filed.

• Distinct Work Orders: Signed invoices/estimates showing 2 separate services or items.
• Proof of Prior Refund: Refund receipt if one duplicate charge has already been refunded.
• Separate Authorizations: Receipts showing separate authorizations or different payment methods. 

• Approved Estimate & Invoice: Signed work order, digital e-signature timestamp, or text/email approval history.
• Proof of Pickup / delivery: Signed vehicle pickup release, proof of delivery.
• Customer History: Texts, emails, inspection reports, or other communication showing the customer authorized or participated in the repair process.
• Previous successful transactions with the same customer.

The issuing bank did not provide a specific reason for the dispute.

If possible, contact your customer to understand why they disputed the payment.

• Completed Job Record: Signed estimate/work order, final itemized invoice, and signed payment receipt.
• Digital Approvals: E-signature timestamps or text/email conversation logs approving the work.
• Proof of Completion & Pickup: Inspection reports, photos of finished work and signed vehicle pickup log.

⚠️ Card networks charge a $500 filing fee to challenge these disputes. The fee is only returned if you win.

Recommended Action: Unless the disputed amount is substantially greater than $500 and your documentation is exceptionally strong, accepting the dispute is generally the lower-risk option.

The customer claims the services they paid for were never completed or that they did not receive the benefit of the transaction. 

This may occur if the customer believes work was never performed, the appointment was missed, or the vehicle was returned without the agreed-upon repairs. 

• Proof of Vehicle Pickup: Signed pickup release sheet, signed final invoice. 
• Proof of Completed Work: Inspection photos/reports of installed parts, odometer log showing test-drive miles.
• Parts Delivery Tracking: Signed delivery slip or carrier tracing showing parts arrived at the shop or the customer.
• Customer Communication: Text/email logs confirming the customer was notified of job completion and picked up the vehicle. 

The customer claims the repair, parts, or services did not match what was promised, were performed incorrectly, or failed to resolve the issue. 

They may also claim they received different parts or services than what they authorized or expected.

• Authorized Scope of Work: Signed estimate or communication history approving specific repairs.
• Technician & Inspection Proof: Detailed notes and/or photos showing completed, quality work.
• Pickup Sign-Off: Signed invoice or release form where customer acknowledged satisfactory condition at pickup.
• Warranty & Policy Terms: Written warranty documentation provided to customer or proof of offer to remediate/inspect under warranty.

Customer doesn’t recognize the charge on their statement.

⚠️Tip: Payment descriptors are one of the most common reasons customers don't recognize a charge. Make sure the business name displayed on your customer's credit card or bank statement (your payment descriptor) matches the name on your invoices, estimates, and customer communications.

• Invoice: Signed invoice showing your shop’s logo, address, name, and customer details.
• Communication History: Text/email logs sent to the customer’s phone/email. 
• Proof of Handoff: Signed vehicle pickup sheet or inspection reports showing the customer interacted directly with your business.