When a customer disputes a charge, we compile the technical evidence your payment gateway needs to respond — order records, delivery confirmation, communication logs — though the dispute’s actual outcome is decided by the gateway and card network, not by the strength of the evidence alone.
Payment gateway dispute technical evidence pack
A technical evidence pack compiled for a payment dispute — order records, delivery proof, communications.
- Full backup taken before we start
- If we can’t fix it, you get your money back
- We never ask for your own password
What we need from you
- The specific dispute or chargeback notice from your payment gateway
- Access to the relevant order, customer, and communication records
- Your payment gateway’s dispute submission deadline
This or something else?
| You have a payment dispute or chargeback and need a technical evidence pack compiled | This fix covers it |
| The underlying issue is a payment gateway integration error, not a customer dispute | Payment gateway integration errors, a different, technical fix |
| You want ongoing dispute management, not a one-time evidence pack | Worth discussing directly, since ongoing management is a separate, broader scope |
| This is about recovering revenue from a cancelled subscription, not a disputed charge | A different concern — worth describing directly what’s actually happening |
What we do
- Review the specific dispute and its stated reason
- Compile order records, delivery or service confirmation, and relevant communication
- Organise evidence in the format your gateway’s dispute process requires
- Submit within the required deadline
- Track the dispute status where visible
What is included
- A compiled, organised technical evidence pack
- Submission within the gateway’s required deadline
- Status tracking where visible to us
- A written summary of what was submitted
Not included
- Guaranteeing the dispute is resolved in your favour, which remains the gateway’s and card network’s decision
- Legal advice on your specific dispute or chargeback rights
- Payment gateway integration errors unrelated to this specific dispute — a separate, related fix
- Ongoing dispute management beyond this specific case
Questions about this fix
Can you guarantee we win the dispute?
No — the gateway and card network make the final decision based on their own criteria, and even strong evidence doesn't guarantee a specific outcome.
What kind of evidence actually helps in a dispute like this?
Clear order records, proof of delivery or service fulfilment, and any relevant customer communication are generally what gateways look for — the specific requirements vary by gateway and dispute reason.
Is there a deadline for submitting this?
Yes, payment gateways typically set a firm deadline for dispute responses, so time sensitivity matters — the sooner we can start, the better.
Will this help prevent future disputes?
Not directly — this addresses a specific, existing dispute; preventing future ones is a broader conversation about your order and fulfilment processes.
What if we've never dealt with a dispute like this before?
We'd walk you through exactly what's needed and handle compiling it, since this is a fairly specific, format-driven process most site owners haven't had reason to learn.
Related fixes
If this is the second time this year
A bad update breaking the site is a symptom of updates not being tested first. Care plans run every update on a staging clone before it reaches your live site, which is the actual fix for this happening again.
Your access, your rules
Create a separate admin account for us and delete it when we are done. For anything else, we get in touch and agree a method — never a form field on this site, never by reply to an email.
We back up first, always
Before anything is touched we take a full backup and keep it for 30 days. If a fix goes wrong, we put the site back exactly as it was.
If it is not what you bought
If the problem turns out smaller than what you ordered, we refund the difference. If it is bigger, we stop and send a quote before doing any extra work.
If we cannot fix it
You get back what we received. Diagnosis is on us — you only pay when the problem is actually solved. The payment processor takes its fee before the money reaches us, so we never hold it and it is not ours to return. That is true here as everywhere else.
If it comes back
Reply within seven days of delivery and we put it back on the bench at no cost. The fix is not finished until it holds.
What we are responsible for
If something goes wrong with a fix, our responsibility is limited to what you paid for it. We take a full backup first so mistakes can be undone, and we tell you before doing anything outside what you bought.