Chargebacks are something that no shop owner wants to deal with.
Your business relies on big-ticket sales, and chargebacks on those sales can squeeze your margins.
When a guest goes through their bank or credit card company to get a refund, whether it’s because they were unhappy with the repair or not, it can leave shop owners in a bind where they might have to eat the cost of the labor, parts, and profit.
There are some cases where business owners can make a case against the chargeback, but it can be a lengthy process and most banks and credit card companies will side with the cardholder who’s making the complaint.
Protecting your business from chargebacks doesn’t start when the payment is processed, nor does it end with being reimbursed for a single chargeback. The best way to protect your business from chargebacks is to establish clear, open communication with your guests and adhere to a consistent and secure payment process.
Always Get Your Guests’ Consent Before Doing Work
When your service advisors take guests through the repair order, they should listen carefully to what the client wants; service advisors can never be too careful.
If that means spending some extra time to review the repair order with the guest, it’s time well spent.
A little more time spent on the front-end can save you a lot more time on the back-end. Once the RO is thoroughly reviewed, you can get either written or verbal consent for the work and the cost. It’s worth keeping in mind that it’s easier to document written consent.
Shop Tip: Use the Courtesy Inspection to Guide the Approval Process.
Using a shop management system like Tekmetric where the guest can see the courtesy inspection and click through and select the work they want and the work they want to put on hold can set clearer guidelines for both the guest and the service advisor.
Establish a Transparent Relationship with Your Guests
Providing excellent customer service is good practice for any auto repair shop, but it also goes a long way toward preventing chargebacks.
Let your guests know that you’re committed and dedicated to fixing their problem, even if that means taking their vehicle back into the shop if the guest is not 100% satisfied.
If you make it clear to your guests that they can come back to you about any concerns, they are far less likely to go to their bank or credit card company first. And it’s better to do a little extra work to ease the mind of your guest than it is to give away an entire repair order for free or go through legal hassles.
Shop Tip: Set a Clear and Easy Return Policy.
If your shop doesn’t already have one, consider establishing a clear and easy return policy and make it visible to guests via signage or with messaging on repair orders.
Simple policies such as “If you’re not satisfied, call us, and we’ll make it right” can go a long way in terms of letting guests know they should go straight to you if there’s something wrong.
Use an Address Verification System (AVS)
Sometimes, chargebacks happen because a guest used someone else's card or because of a clerical error. Times like these are when safe-checks built into your payment process come in handy.
If you’re processing payments over the phone, be sure to use an address verification system. An AVS ensures that the cardholder on the other end is who they say they are. Address verifications are crucial to dispute claims with a bank or credit card company when you’re unable to acquire an in-person signature.
Tekmetric’s payment processing platform, Tekmerchant, supports AVS, and we recommend using it to secure all over-the-phone payments.
Keep a Record of All Transactions
In order to protect yourself from any unreasonable chargebacks, keep a record of all approved work, signatures, and work completed, with images if possible.
Shop Tip: Use a Software Management Tool that Automatically Tracks Transactions.
Tekmetric makes record keeping and retrieval easy because it stores all repair orders and completed jobs within the system and allows for easy search of completed work. Technicians and service advisors can even upload images of repair work to track all completed repairs.
Other Best Practices When Processing Payments
Along with AVS, there are several other useful practices that can help your shop avoid chargebacks due to minor payment processing errors:
If you call for authorization, record the authorization code, date, time, credit representative’s name, and transaction dollar amount authorized.
Always enter the exact agreed-upon amount. Do not round up or down. Leave no discrepancies whatsoever on price between you and your guests. If the price must change due to parts, labor, or additional work that was not found during the inspection process, always get documented consent from the guest before adding more work and changing the price.
If a transaction is entered incorrectly, make sure that it is completely voided prior to reprocessing. This will help to avoid duplicate transactions.
When submitting sales receipts to your bank, only submit one copy. Don’t send a copy to two different banks. Multiple copies of sales receipts can result in duplicate billing and chargebacks.
For card-not-present transactions, collect the CVV or CV2 card verification numbers (the three to four-digit security code on the back or front of your guest’s card).
Avoiding Chargebacks Takes a Holistic Approach
Mistakes happen, even at the best shops. Building a relationship with guests is key to avoiding chargebacks.
If your guests trust that you care and something does go sideways, they'll talk to you about it, and you will have an opportunity to work it out.
Auto repair shops also benefit from having solid shop management and payment processing system that make it easy to prevent chargebacks long before the sale.
Traditionally, there are four pillars to an auto repair shop that all support one another: the shop owner, technicians, customers, and service advisors.
The integrity of the shop depends on each of these pillars in different ways. The shop owner needs to make the right calls and put the right systems in place for technicians and service advisors to do their jobs. Technicians must stay focused on repairs. And loyal customers keep the lights on.
By effectively leading your team, service advisors can support the other three pillars of the shop—and in turn, achieve balance and improve the quality of your job. Getting started in your Service Advisor career, or looking for some tips? Here’s how to lead your team with intention.
A customer trusts your shop. They've been coming for years. They know the waiting room. They trust the advisor who always explains things clearly. They never worry about the estimate.
Then they move across town, stop into your newest location, and it is a different experience altogether. The inspection isn't the same. There are pricing discrepancies among shops. And, perhaps worst of all, an advisor might have no idea they're dealing with a loyal customer.
That's the hidden cost of growth. Every location that is added is another chance for the customer experience to shift, and customers notice changes fast. For multi-shop operators, a consistent customer experience isn't a branding nicety. It's the thing that lets a customer trust the name on the building instead of the people inside it.
Consistency for customers: A consistent customer experience across locations means every shop delivers the same inspection process, pricing logic, communication, and recognition of a returning customer, regardless of which location they visit. It's achieved by standardizing workflows and centralizing customer data on one platform, rather than relying on each location to run things its own way.
Why consistency gets harder with every location you add
At one shop, consistency is almost automatic. You set the tone, you know the regulars, and your team absorbs your standards by working next to you. None of that scales. At three or five or 10 locations, the owner can't be everywhere, tribal knowledge doesn't transfer, and each shop starts developing its own way of doing things.
The drift is rarely dramatic. It's a technician at one location skipping a courtesy inspection step. It's one advisor quoting brakes $40 higher than another. It's a returning customer being treated like a stranger because their history lives at a different store. Individually small. Collectively, they add up to customers who can't predict what they'll get, and unpredictability is the opposite of trust.
The four places customer experience breaks first
When experience drifts across locations, it almost always starts in the same four places. Fix these and you've fixed most of the problem.
1. The inspection
The digital vehicle inspection (DVI) is where customers form their opinion of your shop. It's the moment they see what's wrong with photos and video instead of taking your word for it. If one location runs a thorough inspection with images and another does a quick once-over, customers get two completely different impressions of how careful your brand is. Standardizing the inspection is the single highest-leverage consistency move a multi-shop operator (MSO) can make. See how a strong DVI strategy drives approvals and trust.
2. Pricing and the menu of jobs
Nothing erodes trust faster than a customer discovering the same repair costs more at one of your locations than another. When labor rates, parts pricing, and common ("canned") jobs are set independently at each shop, that gap is inevitable. Consistent pricing logic across locations keeps a customer from feeling penalized for walking into the wrong door.
3. Customer history and recognition
Customers expect the businesses they frequent to remember them. Every major retailer can see what you bought and where, no matter which store you walk into. Auto repair customers have the same expectation now. If a loyal customer's records are trapped at the location where they were created, your newest shop can't see the declined brake job from last spring or the maintenance that's now due. Shared history is what lets any location pick up the relationship where the last one left off. Learn how Shared Customer History works.
4. Communication
How you reach customers, texts for approvals, inspection links, status updates, sets the tone for the whole visit. If one location texts photos and estimates within minutes and another still calls and describes problems over the phone, customers experience two different service standards under one brand. Consistent communication templates and channels keep the voice of your business the same everywhere.
How multi-shop software makes consistency the default
Here's the shift: consistency shouldn't depend on every location choosing to do the right thing. It should be built into the system they all work in. That's what a true multi-shop platform does. It turns your standards into settings, so the right way is simply the way the software works.
With Tekmetric Multi-Shop, operators standardize DVIs, canned jobs, pricing, and discounts across every location from one place, so a repair order opened at any shop starts from the same playbook.
Shared Customer History connects customers across shops, so any location can view a customer's full history, declined jobs, past service, contact info, without re-entering it or treating them like a first-timer.
And because everything runs on one login with a portfolio-wide dashboard, owners see how each location is actually performing in real time, not just revenue, but the operational habits that shape the customer experience. When a location starts to drift, you can see it and coach it before customers feel it.
Why it matters: Standardization isn't about making every shop identical for its own sake. It's about making a promise to customers, the same care, the same clarity, the same recognition, that holds no matter which of your locations they choose. That promise is what turns multiple shops into one trusted brand.
What it looks like when it works
Leroy Ingram, who runs Ooroo Auto Care, put the visibility side of it plainly:
"Now I can look at everybody at a glance. I can be in a different state, different city and know exactly what's going on in each location all the time. That's not something I had before." — Leroy Ingram, Ooroo Auto Care
That's the operational backbone of consistency: when an owner can see every location clearly, standards stop being a hope and start being something you can actually manage.
Where to start
You don't have to fix everything at once. If you're feeling the drift, start with the highest-impact standard and work down.
Standardize your inspection first. Set one default DVI template so every vehicle at every location gets the same thorough treatment.
Align pricing and canned jobs so the same repair costs the same across shops.
Connect customer history so any location can recognize and serve a returning customer.
Standardize communication so approvals, estimates, and updates feel the same everywhere.
Do those four things and you'll close most of the customer experience gaps between your best location and your newest one.
As the auto repair industry continues to evolve, adaptability to changing customer needs is crucial to delivering a top-notch customer experience. When it comes to choosing an auto repair shop, customers are more likely to prefer a shop that is easy to do business with over the nearest shop. For the modern customer – an increasingly digital generation sometimes called Generation CX – the customer experience is paramount. One of the ways to curate an invaluable customer experience is to leverage the trends of today’s customers. Using these trends alongside the knowledge gained from your shop’s data, you can create an experience that is transparent, convenient and efficient.
Tekmetric’s Industry Index Report, pinpoints key trends around customer needs and expectations. In a recent webinar with Ratchet and Wrench, we discussed how you can use these trends to propel your business. By leveraging the trends within the report in conjunction with your shop’s performance metrics, you can tailor your approach to enhance your customer experience, drive revenue and ultimately boost your bottom line.
Efficient operations drive revenue
Efficient shops create more revenue opportunities by completing repairs quickly and effectively. When you streamline your processes, you enable your team to accomplish more in less time, without sacrificing quality. Efficiency creates smoother customer interactions and reduced wait times. This translates to a seamless customer experience – a key driver of satisfaction and repeat business that drives profits and increases your bottom line.
Several tools are available that can improve your efficiency, thereby helping you repair more vehicles in less time. For instance, Tekmetric’s Smart Jobs feature allows service writers to create jobs in just one click depending on the customer’s vehicle type by automatically pulling the correct labor time, sourcing the parts and applying relevant matrices based on the job selected. By reducing the number of clicks, your service advisors save time on creating repair orders (ROs). Instead, they can focus on answering customer questions and delivering an exceptional customer experience.
Convenient communication increases customer trust
Today, there are over 250 million vehicles on the road that are more than 12 years old and will inevitably need repairs. On average, shops see customers twice a year – and the majority will seek a shop they trust. Transparency and communication build strong levels of trust, resulting in a significant impact on the shop’s overall performance. Clear and convenient communication with the customer about repairs can streamline the approval process in the short term, as well as increase your average repair order (ARO) in the long term.
Customers expect clear communication and visibility in the repair process. One tool that supports these expectations is a digital vehicle inspection (DVI). DVIs allow your shop to send visual reports of inspection findings directly to your customers, keeping them informed and engaged throughout the repair process. DVIs can be shared via email or text, so your customer can conveniently access them and approve the work even when they are not physically at your shop. Through DVIs, a shop can share data in the form of photos and videos, encouraging customers to make informed, data-driven decisions. This digital tool goes a long way in building trust as vehicle owners can gain a deeper understanding of the repairs you recommend. Vehicle owners can prioritize the immediate repairs while also having a record of additional work, like a tire rotation, that needs to be done in three months.
Another way to build trust through clear communication is through two-way texting. This feature facilitates instant communication, enabling your customers to authorize repairs, ask questions or provide feedback in real time. For example, shops using Tekmetric can communicate directly with vehicle owners through two-way texts, even creating a repair order or appointment based solely on a text – no calls necessary! Customers know they can reach your shop anytime, from anywhere, and their needs will be met.
Together, two-way convenient communication and DVIs significantly increase the likelihood of customers accepting your shop’s recommended repairs, increasing your ARO and ultimately driving revenue growth.
Personalized customer experiences promote loyalty
Personalized customer experiences are another revenue driver. By adding a personal touch to the customer’s experience, you can go beyond the standard service offerings to create tailored experiences that bring customers back time and time again.
One key aspect of personalized experiences is the integration of digital payment options, such as “buy now, pay later” or text-to-pay. According to the Tekmetric’s Industry Index, only 16% of shops have tapped into the potential of text-to-pay options – but these options have tremendous potential in building customer relationships. Tekmetric’s solution enables your shop to offer customers the convenience of digital payment methods such as Apple Pay, Google Pay or text-to-pay. This not only streamlines the payment process but also caters to modern consumer preferences, making transactions faster and more convenient.
Additionally, “buy now, pay later” options powered by Affirm or Klarna allow your customers to get the repairs they need and pay over time, supporting their financial needs without negatively impacting your shop’s revenue. By alleviating some of the financial burden of repairs with “buy now, pay later,” you can better empower the vehicle owner to make an informed decision on repairs without breaking their bank. Tekmetric has witnessed the power of digital payment solutions: in the past year, 60% of customers at our partner shops were approved for financing, with 62% of them utilizing this option. The average transaction amount is $567 for card payments and $1,883 for "buy now, pay later" purchases on our platform.
Tying it all together to transform your customer experience
Efficiency, personalization and convenience are all traits that you can prioritize to maximize profit and create a noteworthy customer experience. Technology can do so much for businesses at its foundation, but taking it to the next level within the customer experience makes a significant difference. By leveraging technology to create a strong experience, you can set your shop up for success far into the future and measure up, by every measure.
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