When a dispute starts, you already have the file
Every BenchKey ticket can download a case file: the complete, timestamped record of messages, approvals, notes, and payments for that repair. Chargebacks, small claims, angry reviews, you answer all of them with a PDF instead of a memory.
The whole story, in order, with timestamps
Every email and text you exchanged, the estimate the customer approved and when, internal notes, status history, photos, and every payment. BenchKey records it as it happens, so the case file is not something you assemble in a panic, it is something you download in one click.
Built for chargeback responses
Card disputes are won with documentation: proof of authorization, proof of communication, proof the work was approved and delivered. The case file opens with a chargeback defense summary on page two, then lays out signed estimates, invoices, and the full conversation transcript so a processor’s dispute team can follow it. Shops lose chargebacks by replying with a paragraph; you reply with a record.
Tamper-evident, on purpose
Every case file is hashed with SHA-256 the moment it generates, and the hash is stored in the ticket’s audit log. Verification is simple and does not require trusting us: anyone can recompute the file’s hash and compare it against the one recorded at generation. If the document was touched, the hashes will not match.
Legal cover without a filing cabinet
A customer claims the screen was cracked at drop-off, that they never approved the repair, that you kept the device for months. The intake photos, the approval with its timestamp, and the shipping records answer in seconds. Internal technician notes stay out by default; include them and they print on their own clearly labeled page.
FAQ
Case files & chargeback protection questions
What exactly is in a case file?
The complete ticket record: customer and device details, every email and SMS, estimate approvals with timestamps, status history, internal notes (optional), attachments, and the full payment history.
Will this actually help me win a chargeback?
Disputes are decided on documentation. A case file shows the customer approved the estimate, got the updates, and picked up the device, with timestamps. That is exactly the evidence processors ask for.
Can I keep internal notes out of it?
Yes. The export has an internal-only toggle, so you control whether staff notes appear in the document you hand over.
Do I have to do anything special while working for this to exist?
No. Working the ticket builds the record: messages, approvals, and payments are captured as they happen. The case file is just the download.
Works with
Estimates & approvals
Send estimates customers approve from their phone, with a timestamped record of who approved what.
Invoices & payments
Invoices, card payments, financing, and automatic receipts, at the counter, by link, or in the portal.
Calls on tickets
Incoming calls pop the caller and their tickets in your nav. Calls record to the ticket, so word-against-word disputes end.
Put your shop on BenchKey
Set up in an afternoon. Import your customers and tickets, build your check-in flow, and send your first live status link the same day.
Free 14-day trial · No credit card · Import from your old system
Founders pricing: the first 50 shops lock Pro at $59/mo for life · see pricing