> ## Documentation Index
> Fetch the complete documentation index at: https://docs.flexwash.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Chargebacks

> Catch every chargeback and fraud alert in one place, defend the ones you can win, and stop fraud before it costs you a fee.

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.

## 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](https://docs.flexwash.com/configuration/users-and-admin/roles.md).

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.

## 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)

## Tabs

| Tab | What it shows |
| - | - |
| Chargebacks | Chargebacks that need a response. The **Respond by** column shows the deadline. |
| Fraud alerts | Payments that the card issuer reported as fraud. No money is withdrawn. A fraud alert stays on this tab after it is resolved. |
| Ongoing & closed | Every dispute and its **Status**: **Pending** while a decision is open, then **Won** or **Lost**. |

![Chargebacks tab with the Respond by column](https://mintcdn.com/flexwash/7V9Kz2pY2vRCmMvW/reports/chargebacks/chargebacks-tab.png?fit=max\&auto=format\&n=7V9Kz2pY2vRCmMvW\&q=85\&s=8ae5a7c0b304a5b55b66a816725a609d)

![Ongoing and closed tab with Pending, Won, and Lost statuses](https://mintcdn.com/flexwash/7V9Kz2pY2vRCmMvW/reports/chargebacks/ongoing-closed-tab.png?fit=max\&auto=format\&n=7V9Kz2pY2vRCmMvW\&q=85\&s=a77b15bc02bff62691a016bf66705331)

> [!NOTE]
>
> The **Fraud alerts** tab is a history, not a to-do list. To see where a
> dispute stands, check its **Status** on the **Ongoing & closed** tab.

## Dispute details

Click a dispute to open its details:

![Fraud alert details window](https://mintcdn.com/flexwash/7V9Kz2pY2vRCmMvW/reports/chargebacks/fraud-alert-detail.png?fit=max\&auto=format\&n=7V9Kz2pY2vRCmMvW\&q=85\&s=ffc9337616e3d59e2351dc3db271ed83)

| Field | Description |
| - | - |
| Reason | Why the cardholder or issuer opened the dispute |
| Opened on | Date the dispute was opened |
| Dispute reference | Adyen's reference for the dispute |
| Account | The car wash's balance account |
| Payment reference | Adyen's reference for the original payment |
| Merchant reference | FlexWash's reference for the original payment |

Two buttons open FlexWash in a new tab:

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

## 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](https://docs.flexwash.com/reports/refunds-report.md).

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.

> [!WARNING]
>
> Check the **Ongoing & closed** tab before you refund. Find the dispute with
> the same card digits and **Opened on** date. If its **Status** is **Won**, do
> not refund the payment. A refund would send the money to the cardholder a
> second time.

## 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](https://docs.flexwash.com/reports/deposits.md) report shows the money leaving and coming back.

## 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](https://docs.flexwash.com/configuration/users-and-admin/email-alerts.md#chargeback-notifications).


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