Pre-Audit & Training
Chargebacks are almost always a documentation problem, not a repair problem. Use the retention guidelines and readiness checklist below, then let us train your team on the gaps.
Recommended minimum retention for RV dealership warranty records. Where a manufacturer requires longer, the manufacturer requirement governs.
| Document | Retain | Notes |
|---|---|---|
| Warranty repair orders (hard and soft copy) | 7 years | Most manufacturers require 5; keep 7 for state audits. |
| Technician time punches / flat-rate records | 7 years | Must tie to the labor hours claimed. |
| Defect and repair photos | 5 years | Store by VIN and repair order number, not by date. |
| Failed parts disposition and return receipts | 5 years | Retain manufacturer part-return tracking numbers. |
| Parts invoices, freight, and sublet bills | 7 years | Freight must be documented separately from parts. |
| Pre-authorization approvals and correspondence | 7 years | Attach the authorization number to the claim file. |
| Customer signatures and delivery paperwork | 7 years | Signature on the RO is the most-cited audit failure. |
Work through the list with your service manager. Anything unchecked is a chargeback waiting to happen.
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Common triggers include a spike in claim volume, unusually high labor hours per claim, repeated use of the same labor operations, missing customer signatures found in a prior review, and random scheduled audits. Consistent documentation is the only reliable protection.
Most manufacturers require five years of warranty documentation. Because state and franchise audits can look back further, we recommend retaining repair orders, time records, parts invoices, and correspondence for seven years and photos for at least five.
Missing customer signatures and incomplete concern-cause-correction documentation account for the majority of chargebacks, followed by labor hours that cannot be tied to technician time punches.
On-site or virtual sessions for advisors and technicians, built around your own repair orders and your most-denied labor operations.
Schedule training