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Case files for chargeback responses

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Download Case File offers two PDFs from the repair ticket:

  • Chargeback response is recommended for card disputes: the charge, recorded facts and your response, followed by supporting records.
  • Complete case record keeps the ticket history and records for legal or internal use.

Staff need permission to edit tickets and view invoice payment methods. Both documents are included on every plan. Neither promises a chargeback or legal outcome.

Answer a card chargeback

Section titled “Answer a card chargeback”
  1. Read the processor’s notice. Note the disputed payment, reason, evidence requirements and deadline.
  2. Open the repair ticket. Choose Download Case File from the ticket actions menu (⋮) or Quick Actions. Keep Chargeback response, marked Recommended.
  1. Disputed payment: keep Use the recorded card dispute, or choose the paid invoice for the charge. If several disputes are recorded, use Recorded card dispute to choose the one matching the notice.
  2. Dispute reason (optional): choose the reason shown in your payment processor’s notice.
  3. Your response (optional): describe what the customer approved and the work you did, in up to 4,000 characters. This appears after the recorded facts under Our response.
  4. Choose Generate & Download. Review the charge, your statement and the exhibits against the notice.
  5. Upload the PDF yourself as evidence in your Stripe or Square dashboard before the processor’s deadline.

BenchKey does not submit evidence, contact the processor or track deadlines. See Square’s dispute walkthrough.

Read the summary and exhibits

Section titled “Read the summary and exhibits”

Page 1 begins with the disputed charge: amount, payment date, invoice and items, card brand and last four digits, processor payment ID, customer, ticket, device and reason. An index gives exhibit page numbers. Numbered recorded facts cite their exhibits; these can include approvals, messages before payment, terms acceptance and portal visits. Nothing is scored. Our response follows the facts and can continue onto another page.

Brightfix Repair

52 Brightwater Avenue, Suite A, Boston, MA 02118

(617) 555-0100

Chargeback response

Prepared Sep 28, 2026

Ticket #23170

Disputed charge

Amount
$372.12
Payment date
Sep 3, 2026, 2:31 PM
For
Invoice #23170 — Galaxy S24 Ultra screen assembly, Installation and testing
Paid with
Mastercard •5528 · Stripe payment ID: pi_3PzH2Lc8RkM4vQ7tB1eF5Wn9
Customer
Andre Whitfield · (617) 555-0166
Service
Ticket #23170 · Galaxy S24 Ultra
Dispute reason
Goods or services not as described

Exhibits

  • APayment recordsPage 2
  • BService request and approvalPage 3
  • CTerms and acceptance recordsPage 4
  • DMessages with the customerPage 6
  • EShipping, photos and portalPage 7
  • ·Record integrityPage 8

Our full response follows the recorded facts.

Recorded facts

  1. 1.On Sep 3, 2026, 1:12 PM, Estimate for $372.12 (“Galaxy S24 Ultra screen assembly; Installation and testing”) was approved online with the typed name “Andre Whitfield” and a drawn signature, from IP address 203.0.113.47. (Exhibit B)
  2. 2.On Sep 3, 2026, 1:58 PM, 33 minutes before payment, Jordan Reyes sent this by text message: “We've installed and tested the new screen assembly. The total is $372.12, and you can pay when you pick up the phone.” (Exhibit D)
  3. 3.On Sep 3, 2026, 2:31 PM, $372.12 was paid on Invoice #23170 (“Galaxy S24 Ultra screen assembly, Installation and testing”) with Mastercard •5528 — Stripe payment ID: pi_3PzH2Lc8RkM4vQ7tB1eF5Wn9. (Exhibit A)
  4. 4.The record has 6 messages on Sep 3, 2026 (1 incoming, 5 outgoing), excluding automated notices. (Exhibit D)
  5. 5.The customer portal was opened 3 times from Sep 3, 2026 to Sep 4, 2026. (Exhibit E)

Our response

The customer approved the screen assembly and installation with a typed name and drawn signature on Sep 3, 2026, at 1:12 PM. We replaced the screen. The customer paid $372.12 by card and collected the phone that day.

Brightfix Repair · Chargeback response · Ticket #23170Page 1 of 8

Exhibit B

Service request and approval

Service request and estimate records, with recorded approval details.

Estimate — approved
  • Galaxy S24 Ultra screen assembly$279.00
  • Installation and testing$70.00

Tax$23.12

Total$372.12

Approved
Sep 3, 2026, 1:12 PM
Approval record
Typed name “Andre Whitfield” and a drawn signature
Approved from
IP address 203.0.113.47 · Chrome on Windows PC
Terms at approval
Version 2026-09-01.4c1e9a2b
Brightfix Repair · Chargeback response · Ticket #23170Page 3 of 8

Exhibit D

Messages with the customer

Stored email, text and portal messages, oldest first (6 excluding automated notices). Incoming messages are shaded. An email and a text sent together are listed separately. Quoted email history and signatures are removed, and long messages are shortened. Automated notices use one line. Times are Eastern Time (America/New_York).

Sep 3, 2026, 12:41 PM · Automated notice · email: Brightfix Repair opened your ticket — Ticket #23170

Sep 3, 2026, 12:41 PM · Jordan Reyes, Brightfix Repair · text message

Brightfix Repair: we opened ticket #23170 for you. Reply to this text with any questions or call (617) 555-0100.

Reply STOP to unsubscribe

Sep 3, 2026, 1:10 PM · Jordan Reyes, Brightfix Repair · text message

Brightfix Repair: your estimate for ticket #23170 is ready for review. Review it: app.benchkey.com/portal/23170/w3Hn

Reply STOP to unsubscribe

Sep 3, 2026, 1:12 PM · Automated notice · email: Brightfix Repair has your approval — Ticket #23170

Sep 3, 2026, 1:58 PM · Jordan Reyes, Brightfix Repair · text message

We've installed and tested the new screen assembly. The total is $372.12, and you can pay when you pick up the phone.

Reply STOP to unsubscribe

Brightfix Repair · Chargeback response · Ticket #23170Page 6 of 8

Exhibit E

Shipping, photos and portal

Shipping records, customer portal views and photos saved with the ticket.

Shipping

No shipping labels are recorded on this ticket.

Customer portal

The customer portal was opened 3 times from Sep 3, 2026, 2:44 PM to Sep 4, 2026, 9:12 AM.

Photos
Saved with the ticket · Sep 3, 2026, 12:43 PM
Saved with the ticket · Sep 3, 2026, 12:43 PM
Brightfix Repair · Chargeback response · Ticket #23170Page 7 of 8
  • A, Payment records: invoice, payments with processor references, and any card dispute recorded from Stripe or Square.
  • B, Service request and approval: estimate lines, approval record and captured drawn signature.
  • C, Terms and acceptance records: where and when terms were accepted, with available matching sections on fees, payment, cancellation, refunds and data recovery quoted word for word.
  • D, Messages with the customer: recorded texts and emails, oldest first. Automated notices are shortened; customer messages are shaded.
  • E, Shipping, photos and portal: up to eight ticket photos, shipping labels and portal visits.

A Record integrity page follows.

Keep the complete repair record

Section titled “Keep the complete repair record”

The Complete case record includes the ticket summary, timeline, conversation transcript, check-in condition record, photos, estimates, invoices and captured signatures. Condition checklist answers belong here; the Chargeback response includes photos saved on the ticket.

Include internal technician notes is off by default in the Complete case record. If you select it, every ticket note appears on a PRIVILEGED page; shared notes are labelled SHARED WITH CUSTOMER. Omit them when sharing with payment processors or other third parties.

A fingerprint for each PDF

Section titled “A fingerprint for each PDF”

When you choose Generate & Download, BenchKey stores the PDF’s SHA-256 fingerprint in the case audit log. To change your response, reopen Download Case File, revise Your response (optional) and choose Generate & Download again for a new PDF from the ticket’s current records.

Build the record during the repair

Section titled “Build the record during the repair”

Get estimates approved in BenchKey with a typed name and drawn signature. Save check-in photos on the ticket. Keep customer texts and email on the ticket, since conversations held only on a personal phone are outside the record.
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