A dispute occurs when an account owner contacts their bank to contest a payment to you for a number of possible reasons.
To process a chargeback, the issuer creates a formal dispute on the card network, which immediately reverses the payment, pulling the money for the payment—as well as one or more network dispute fees—from Stripe. After that, Stripe debits your balance for the payment amount and dispute fee, typically $15, charged by the card issuer.
Customers have the right to dispute purchases they disagree with by asking their bank to reverse the charge. Walla nor Stripe do not decide the final outcome of payment disputes. That decision will be made by the bank that issued your customer’s credit card (like Visa or MasterCard).
When someone files a dispute, the process varies slightly across different card networks, but typically follows a standard pattern shown here:
When charge is disputed to their payment account, Stripe:
Notifies Walla of the dispute through webhooks and surfaces the chargeback in the Payouts Report
Stripe debits the disputed amount, plus a dispute fee, from your account
Provides Walla with an explanation of the dispute and claim details for Walla to share with you
Steps Walla through the process of submitting convincing evidence that you provide
Throughout this process, Stripe and Walla facilitate your case, but doesn’t have influence over the outcome, which is at the sole discretion of the account owner’s bank.
Chargeback FAQ
I am trying to refund the chargeback transaction and I am unable to
When a client files a chargeback you can not refund the transaction. You must provide the Walla Support team with how you want to move forward and either accept, counter, or withdraw the dispute.
If the clients withdraws then you must provide a letter from the client's card issuing bank stating the withdrawal of the dispute. There not a way to reverse a filed chargeback even if customer withdraws or you work things out with the customer otherwise.