I have an online store whose payment gateway is ma...

I have an online store whose payment gateway is managed by this company.

I received a complaint email @ requesting information within a period of time. Within that period we sent it but we never received a response to that email. We thought the issue was settled.

The information was related to a claim from a customer who claimed to have received an order containing 7 products of which 2 arrived broken. He did it outside the legal period (10 days) so we could not accept the claim since we could no longer do anything in relation to the carrier. This is very clearly stated in our terms of service. The client made a claim at his bank and that's how it all started.

8 months later we receive an email saying that since we have not attached the documentation they cannot defend us and that therefore we lose and that they take away the money charged to the customer, everything, not only the money for the products for which they claim. Just as I count it! Conclusion, we have no products and no money. What legal security, right? And this Comercia organization ... the one that is supposed to defend us has passed from us in an incredible and utterly inconsiderate way.