> ## Documentation Index > Fetch the complete documentation index at: https://help.tiretutor.ai/llms.txt > Use this file to discover all available pages before exploring further. # Payment disputes > Find the work order behind a Square dispute and gather the TireTutor records to upload as evidence. A customer disputes a card payment with their bank, and Square handles the dispute for you. Square emails you, holds the disputed funds, and takes your response in Square Dashboard. TireTutor keeps the work order records you upload as evidence. Square's [Manage payment disputes](https://squareup.com/help/us/en/article/3882-payment-disputes-walkthrough) guide covers the whole process, from the first email to the bank's decision. The customer's bank makes the final decision on a dispute. For questions about the dispute itself, contact [Square Support](https://squareup.com/help/us/en/contact). ## Before you start * Sign in to the Square account that your store connected in [Square setup](/dealers/pos/square-setup). The dispute is under **Orders & payments** › **Disputes** in Square Dashboard. * Check the response deadline that Square shows on the dispute. Square gives you a short window to respond. * Read Square's [Prepare documents to challenge disputes](https://squareup.com/help/us/en/article/7891-your-square-document-request-guide). It lists the file types, sizes, and page limits that Square accepts. ## Find the work order **When:** Square tells you about a dispute on a payment. Open the dispute in Square Dashboard. Note the date and the amount of the disputed payment. Skip this step when you know the customer. Otherwise, open **Reports & Data** › **Sales Journal**. Set **Payment Date** to the day of the payment. Note the **Customer Name** on the invoice that matches the amount. Open **POS** › **Work Orders**. Search by the customer's name. Select the work order from the day of the payment. Select the **Payments** line in the **Payment Summary** panel. Work order Payment Summary showing Total $213.00, a Payments line of $255.60, and Remaining Balance at zero dollars. Compare **Date & Time**, **Paid**, and **Card** with the dispute. **Card** shows the card brand and the last four digits of a card payment taken through Square. Payments dialog with a cash deposit and a card payment. The Card column reads VISA 1111, and the Refunded column shows $20.00 against that card payment. Match the disputed amount to a payment in the history, not to **Total**. A tip makes the payment higher than **Total**. One payment in the history matches the date and the amount of the dispute. **Reports & Data** is missing for some staff. See [Viewing reports](/dealers/pos/viewing-reports) to find out who can open it. ## Gather your records Save each record as a PDF or an image file. Then upload it to the dispute in Square Dashboard. ### Records TireTutor keeps | Record | Where to find it | What it shows | | - | - | - | | Printed invoice | **Print Invoice** on the work order. Choose **Save as PDF** in your browser's print dialog | Each line with its price, the customer, the vehicle and VIN, **Mileage In** and **Mileage Out**, **Service Writer**, **Technician**, **Completed At**, and the payments | | Payment history | The **Payments** line on the work order. Take a screenshot | The date and time, amount, card brand, and last four digits of each payment, and any refund | | Customer authorization | The printed invoice, when your store records customer authorizations | The work the customer declined, fenced off from the approved work. See [Customer authorizations](/dealers/pos/managing-customer-authorizations) | | Invoice delivery | **Last emailed** or **Last texted** under **Send Invoice to Customer**, when your store sends invoices | The time the store last sent the invoice to the customer | | DVI approval email | The approval email your team receives, when your store uses Digital Vehicle Inspection | The services the customer approved and declined, their name, and the time they authorized. See [Notification reference](/dealers/dvi/reference) | | DVI customer report | **View Customer Report** in the **Inspection Report Sent** email your team receives after each report send | The inspection photos the customer saw | ### Two records of what the customer approved TireTutor can hold two separate records of the customer's approval. They do not share data, so gather each one your store has. | Record | Who records it | Where it stays | | - | - | - | | Customer authorization | Your staff, on the estimate or the work order | The work order. The printed invoice shows the work the customer declined | | DVI approval | The customer, on the DVI customer report | Digital Vehicle Inspection. Your team receives the approval email | A DVI approval does not appear on the work order or on the printed invoice. To keep both records in agreement, record the customer's DVI answers on the work order too. See [Record an approval from a DVI report](/dealers/pos/managing-customer-authorizations#record-an-approval-from-a-dvi-report). ### Records Square keeps TireTutor asks the Square Terminal to collect a signature on every terminal checkout. The signature stays with Square. TireTutor does not keep a copy. ## Match your records to the dispute reason Square names a reason on each dispute. Square's guide for each reason lists the evidence it asks for. ### Records for each dispute reason | Square's reason | TireTutor records that apply | Square's guide | | - | - | - | | Not as described or defective | Printed invoice, customer authorization, DVI approval email, DVI customer report | [Not as described or defective](https://squareup.com/help/us/en/article/8563-respond-to-disputes-for-not-as-described-or-defective-goods-or-services) | | Not received | Printed invoice, with **Completed At** and the mileage readings | [Goods or services not received](https://squareup.com/help/us/en/article/8560-respond-to-disputes-for-goods-or-services-not-received) | | Canceled | Customer authorization, DVI approval email, printed invoice | [Canceled goods or services](https://squareup.com/help/us/en/article/8561-respond-to-disputes-for-canceled-goods-or-services) | | Credit not processed | Payment history, with the **Refunded** column | [Credit not processed](https://squareup.com/help/us/en/article/8557-respond-to-credit-not-processed-disputes) | | Duplicate charge | Payment history on each work order the customer paid | [Duplicate charges](https://squareup.com/help/us/en/article/8555-respond-to-disputes-for-duplicate-charges) | | Incorrect amount | Printed invoice and payment history, with the customer authorization | [Incorrect transaction amounts](https://squareup.com/help/us/en/article/8556-respond-to-disputes-for-incorrect-transaction-amounts) | | Unauthorized charge | Payment history. Square keeps the signature. See **Records Square keeps** | [Unauthorized charges](https://squareup.com/help/us/en/article/8565-respond-to-disputes-for-unauthorized-charges) | For a not-as-described dispute, Square says that your refund policy has no bearing on the outcome. Its guide explains what to show instead. ## Return the money instead To accept a dispute, answer Square's form in Square Dashboard before the deadline. Square then tells the bank to return the funds to the customer. [Manage payment disputes](https://squareup.com/help/us/en/article/3882-payment-disputes-walkthrough) shows how. When a customer asks for their money back before they dispute, refund the card from the work order. See [Issue a refund](/dealers/pos/taking-payments#issue-a-refund). The refund goes back to the card through Square. ## Lower your dispute risk Square's [Prevent payment disputes](https://squareup.com/help/us/en/article/6138-preventing-disputes) guide lists what helps. These TireTutor tools support that advice: * **Take cards on the terminal.** Square recommends chip or tap payments. Use [Square Terminal](/dealers/pos/square-terminal) for a customer at the counter. * **Describe the work clearly.** Put each tire and service on its own line. [Send the estimate](/dealers/pos/sending-estimates) so the customer sees each line. * **Record what the customer approves.** Choose a [customer authorizations](/dealers/pos/managing-customer-authorizations) setting that asks staff to record the answer. * **Show the customer the inspection.** Send a [DVI customer report](/dealers/dvi/customer-report) with photos. The customer approves or declines each service. * **Refund to the card.** Square recommends that refunds go back to the card that paid. [Issue a refund](/dealers/pos/taking-payments#issue-a-refund) from the work order. ## Still need help? Contact support through the [contact form](https://tiretutor.com/contact), or call [855-400-4521](tel:+18554004521). Tell us the work order number, and the date and amount of the disputed payment. ## Where to go next Take card payments, review payment history, and issue a refund. Choose how strictly your store records what a customer approves. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.