Chargebacks

Card payments can come back to you as a dispute. A cardholder or their bank can reverse a payment with a chargeback, and a card issuer can flag a payment as fraud. The Chargebacks page shows every dispute for your car washes, with links to the order and the customer behind each one. The page uses Adyen’s dispute management, so disputes appear in FlexWash as soon as Adyen receives them.

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Accessing the page

In the left sidebar, click Chargebacks in the Accounting section. Admins can view the page by default. Other users need the Manage Chargebacks permission. An admin can grant it by editing a role and checking Manage Chargebacks in the Accounting section. For how to create and edit roles, see Roles. If a car wash shows “This car wash has not been registered with Adyen yet”, its payment account setup is not complete. Contact FlexWash support.

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Filters

Select one or more car washes at the top of the page. Each car wash shows in its own card with its own disputes. Inside each card, filter the disputes by:

• Date range. The default is Last 90 days. Widen it to see older disputes.
• Payment method
• Reason (on the Chargebacks and Ongoing & closed tabs)

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Tabs

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Dispute details

Click a dispute to open its details: Two buttons open FlexWash in a new tab:

• Order Details opens the order that was disputed.
• Customer Profile opens the customer who paid.

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Fraud alerts

A fraud alert is Adyen’s Notification of fraud. The card issuer reports the payment as fraud, the same as a Visa TC40 or Mastercard SAFE report. A fraud alert is not a chargeback:

• No money is withdrawn from your account.
• There is nothing to defend.
• The cardholder can still open a chargeback later.

To avoid a later chargeback and its fee, refund the payment:

1. Open the fraud alert and click Order Details.
2. Refund the order. See Refunds.

Refund a fraud alert while you still can. Once a chargeback opens, you can no longer refund the payment. If a chargeback still comes in after a refund, Adyen can defend it automatically with the refund. Fraud alerts also count toward the card networks’ fraud monitoring, so refunding small fraud alerts is usually the safer choice. The fraud alert window shows “Refund this payment to avoid a future chargeback and paying extra fees.” This message shows on every fraud alert, including alerts that already have a chargeback.

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Chargebacks

A chargeback takes the payment amount back from your account while the dispute is open. New chargebacks appear on the Chargebacks tab. The Respond by column shows the deadline to defend each one. Once a chargeback no longer needs a response, it moves to Ongoing & closed. To defend a chargeback, prepare a written explanation of what happened, with evidence. Good evidence includes:

• Proof of service, such as the order and the wash record.
• Camera stills of the vehicle being serviced, with the license plate visible.
• Messages with the customer.
• For counterfeit card fraud, proof that the card’s chip was read at the pay terminal.

Send the explanation and the evidence to FlexWash support before the defense deadline. Support submits the defense to Adyen. If you win, the money comes back to your account and the dispute shows Won on Ongoing & closed. The Chargebacks column on the Deposits report shows the money leaving and coming back.

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Email alerts

FlexWash can email a user each time a chargeback opens. The email shows the order, amount, reason code, whether the chargeback can be defended, and the defense deadline. To turn it on, edit the user and add the Notification Of Chargeback email report. FlexWash sends it to users whose Primary Car Wash is the car wash with the chargeback. See Email Reports and Alerts.