Payment Processor Issue | customer filed fraudulent chargeback

Quick background on my situation — any input appreciated.

customer filed fraudulent chargeback. I've been dealing with this for about 13 months now and the situation isn't improving.

The amount being held/disputed is approximately $18,253. I have tried contacting their legal department 10 times with no resolution.

Do I have a strong case? What should my next steps be?

Have you tried reaching out to your state's labor board? They sometimes have free resources or mediation services.

Not a lawyer, but I have direct experience with this.

I ended up escalating to a supervisor/manager, which cost about $1-3 but saved me a lot more in teh long run.