SUPPORT HISTORY
AS EVIDENCE.
Customer support history as chargeback evidence
When a chargeback lands, ChargePilot pulls the disputing customer's Gorgias ticket history — recent tickets, refund and cancellation threads, and the latest message — into the evidence package. Read-only OAuth2, automatic token refresh, nothing to do per dispute.
Gorgias Connected
yourcompany.gorgias.com
Ticket Evidence
5 dispute types
Product Not Received, Unrecognized Charge, Subscription Canceled, Product Unacceptable, Credit Not Processed
Any processor
Runs for eligible chargebacks on every payment processor you connect to ChargePilot — not just Stripe
2 minutes
To authorize read-only OAuth2 and start enriching disputes
SUPPORT HISTORY CHANGES OUTCOMES.
When a customer claims they never received a product, didn't recognize a charge, or got billed after cancelling, issuers look for one thing: did the merchant respond? Gorgias tickets prove you did. ChargePilot pulls the customer's recent tickets and latest conversation directly into that dispute's response — refund requests, cancellation threads, and your reply timing — automatically.
EVIDENCE FROM YOUR GORGIAS HELPDESK
Recent ticket history
Up to 20 of the disputing customer's most recent tickets — subject, status, tags, channel, and timestamps — with whether and when your team replied on each.
The latest conversation
The latest message on the customer's most recent ticket, quoted with its date and who sent it, so the issuer sees the actual exchange rather than a summary.
Refund & cancellation signals
Refund-related keywords in subjects, tags, and that latest message are flagged automatically. Resolved and closed tickets are called out as proof the request was handled.
Ranked by relevance
Tickets are ordered by relevance to the dispute reason before the evidence is written, and the strongest signal — your team replying before the chargeback was filed — is highlighted in the evidence PDF.
DISPUTE TYPES COVERED
Gorgias data is pulled only for these five reasons — the ones where the issuer asks whether the merchant responded. Fraud and duplicate-charge disputes are argued with payment and identity evidence instead, so your ticket history is never dragged into a case it can't help.
CONNECT IN FIVE STEPS
Sign in to ChargePilot
Go to app.chargepilot.ai and sign in. Connect your payment processor if you haven't yet — that's where chargebacks come from.
Open Integrations
Click Integrations in the left sidebar. The Gorgias card is under Email & Support.
Enter your Gorgias subdomain and click Connect Gorgias
Type the “yourcompany” part of yourcompany.gorgias.com into the card. No API keys — the subdomain is the only thing you enter.
Authorize in Gorgias
Sign in to Gorgias if prompted, review the read-only permissions on the consent screen (customers and tickets, read only), and click Authorize.
You’re connected
You land back on Integrations with a green Connected card showing your subdomain. That’s the whole setup — there is nothing to configure per dispute.
WHAT HAPPENS AFTER CONNECTING
The honest version, so you know what to expect — and what not to look for.
Nothing happens until a chargeback arrives
ChargePilot reads Gorgias at exactly one moment: when a chargeback for one of the five reasons above lands from any payment processor you’ve connected. It looks up the disputing customer, pulls their recent tickets and latest message, and writes them into that dispute’s evidence narrative and PDF. Creating or updating tickets in Gorgias doesn’t trigger anything on its own.
The match is by customer email
Tickets are found through the email on the disputed charge. If a customer wrote to support from a different address than they used at checkout, there’s nothing to match — and the dispute is argued on the rest of the evidence.
What “Last synced” and “Stale” mean
“Last synced” appears on the Gorgias card after the first chargeback that pulled tickets. “Stale” shows a day later and only means no chargeback has needed Gorgias since — the connection is fine. “Reconnect required” is the one that needs action: Gorgias revoked the app, so click Reconnect.
ChargePilot never writes to Gorgias
No tags, notes, macros, widgets, or tickets are created. If you look for ChargePilot activity inside Gorgias you won’t find any — by design. The data flows one way, from Gorgias into your dispute evidence.
SECURITY & TRUST
OAuth2 authentication — no API keys shared or stored manually
Strictly read-only — customer and ticket read scopes only; ChargePilot never writes to your Gorgias account
Tokens encrypted at rest with AES-256-GCM; the encryption key is held in Google Cloud Secret Manager
Automatic token refresh — the connection stays active without re-authorizing
Disconnect anytime from Integrations — ChargePilot revokes its token with Gorgias and stops using ticket history in future disputes
TURN SUPPORT TICKETS INTO DISPUTE EVIDENCE.
Connect Gorgias in five steps. From then on, every eligible chargeback on any connected processor gets your ticket history automatically. Read-only OAuth2, 15% success fee only when we win.
Connect Gorgias