How to use Gorgias tickets as chargeback evidence

Subscription stores see a particular kind of chargeback: “I cancelled and was charged anyway”, “I never received this month’s box”, “I don’t recognise this charge”. In each case, your support history in Gorgias may hold the answer: the customer asking to skip a shipment, confirming an address, thanking you for a replacement, or never asking to cancel at all.

This guide shows how to turn Gorgias tickets into evidence a card issuer can use: what to look for, how to get complete, dated messages out of Gorgias, and how to put them together with order and payment data. Gorgias details come from its documentation: reviewing customer history, exporting tickets, the Recharge integration and the API’s List messages and TicketMessage object. Dispute details come from Stripe’s dispute categories and best practices, and Braintree’s evidence requirements (all accessed November 2026).

Who handles the dispute

Ecommerce stores take payments through different processors, and the dispute is answered wherever the payment was taken. This guide covers disputes you answer on Stripe or Braintree. If your store uses another processor, the evidence below is still useful, but submit it where that processor asks.

What reviewers look for in subscription commerce

Dispute story	What helps	Where in Gorgias
“I cancelled”	No cancellation request before the charge, or a request made after it; or your confirmation of a later cancellation date	Tickets, subscription actions
“Never received it”	Messages about delivery, address confirmations, thanks for a replacement	Tickets next to the order
“Didn’t authorise it”	The customer discussing the subscription or past orders from the account email	Customer timeline
“Not as described”	The customer’s own description of the problem and what you offered	The ticket thread

For the “subscription canceled” category, Stripe’s dispute categories point to cancellation_rebuttal and customer_communication. Stripe’s best practices recommend combining several communications into one file. On Braintree, the evidence requirements guide lists emails or other correspondence with the customer among helpful evidence.

Step 1: open the customer timeline

Gorgias’s customer history feature is the fastest starting point. From a ticket, open the customer’s profile in the sidebar and click Open Timeline. Per Gorgias:

• The timeline lists the customer’s tickets and, for Shopify stores, their orders, with number, status, date, total and item count. You can filter to show only orders.
• The sidebar previews the three most recent tickets and shows up to 10 recent orders.
• AI summaries can be generated from the timeline.

Use the summary to find the right tickets, not as evidence. A reviewer needs the customer’s words, not an AI’s paraphrase.

Step 2: pick the tickets that matter

Read every ticket in the 60 days around the disputed charge. You are looking for:

• Skips, swaps or frequency changes the customer asked for. They show the customer managed the subscription actively.
• Delivery conversations: “the box arrived damaged”, “thanks, got it”. They show receipt.
• Cancellation requests, with their exact date and your reply. If the customer asked to cancel before the charge and the request was missed, the honest answer is usually to accept the dispute and refund.

If you use the Recharge integration, agents can cancel, reactivate and refund from the ticket sidebar (Recharge integration). A confirmation reply sent at that moment is the best possible evidence of what was agreed and when.

Step 3: export the messages with timestamps

Gorgias offers several routes, documented in exporting tickets:

Route	What you get	Limits Gorgias documents
Export from a view	CSV of ticket data (ID, tags, subject, timings)	No message bodies; link emailed, valid 14 days
Analytics drill-down, “Export with message content”	Tickets with public messages, oldest first	Most recent 30 days of the period; internal notes and events excluded
API: List messages with ticket_id	Every message with its created_datetime	Paginated, up to 100 per page

Gorgias lists the account owner, admins and leads as the roles that can export.

For a single dispute, the API route is the most precise: it gives each message with its own timestamp, and you can include only the tickets you chose. The analytics export is handy when the dispute is recent and you want several tickets at once; it already leaves out internal notes, which you should exclude anyway.

Step 4: assemble the file

1. One timeline. Orders and charges from your store and processor, subscription changes, and the selected messages, in date order, in one time zone you name.
2. Quotes in full. Date, time, sender (the customer’s email or your agent), full text. Mark any cut with “[…]”.
3. A cover note of three or four sentences: “The customer was charged on [date] for their monthly box, delivered on [date]. On [date] they wrote to ask for a flavour swap for the next box (message 2). They did not request cancellation before the dispute.”
4. Nothing extra. No internal notes, no other customers’ details, no card data. Gorgias tickets sometimes contain addresses and phone numbers; include them only when they matter (for example, a confirmed delivery address in a “not received” case).

Submit before the deadline. Braintree states it will not forward a response unless it is finalized before the reply-by date (managing disputes).

Step 5: make the next one easier

• Tag subscription actions (skip, swap, cancel-done) when they happen, so they are easy to find.
• Confirm every cancellation by message, with the date it takes effect and whether an upcoming order will still ship.
• Use the Resolution ticket field to record the outcome of refund and cancellation tickets.
• Answer “I’ll call my bank” the same day. A quick refund is usually cheaper than a dispute; see how to handle refund requests in Gorgias.

Common mistakes

• Sending an AI summary instead of the messages. Summaries help you find tickets. Reviewers need the customer’s own words with dates.
• Forgetting the subscription app. A skip or cancellation done in your subscription app’s admin, without a ticket reply, leaves no customer-facing record. Confirm changes by message.
• Mixing time zones. Gorgias, your store and your processor may show different zones. Convert everything to one before building the timeline.
• Fighting a dispute you should accept. If the customer clearly asked to cancel before the charge and the request was missed, refund or accept. Contesting a fair claim wastes time and is unlikely to succeed.
• Leaving it to the last day. Exports can take time to arrive by email. Start collecting evidence the day the dispute opens.

Doing this with NoChurn

NoChurn’s Gorgias connector is read-only: it reads tickets and never replies, tags or runs actions in Gorgias. Tickets are matched to your customers by email; doubtful matches are suggested for you to confirm and never merged automatically. For disputes on Stripe or Braintree, NoChurn gathers the evidence automatically (cancel flow answers, emails sent, usage, and matched Gorgias messages quoted verbatim with their dates), drafts the response with AI, and submits it only after you review it. Disputes on other processors are not handled by NoChurn. See NoChurn + Gorgias.