Step 1: Gather Your Evidence and Decide If You Want to Accept or Counter the Dispute
We recommend to first reach out to the client to better understand why the dispute took place. This will allow you to determine how to proceed with the chargeback. If your customer agrees to withdraw this dispute, follow this guide. It is critical to note that a formal dispute payment cannot be resolved by refunding the customer directly. Since the issuing bank has already refunded the account owner through a chargeback process, you risk refunding them twice.
Accept the dispute: Acknowledge that the customer can retain the transaction amount and resolve the dispute. Decide if you are going to accept, dispute, or if the client is going to withdraw the chargeback, then notify Walla Support.
Counter the dispute: Compile supporting evidence such as emails or screenshots, then promptly send this to Walla Support.
Withdraw by the customer. Walla Support must submit your decision even if the customer agrees to withdraw the dispute. If your customer agrees to withdraw this dispute, follow this guide.
Step 2: Complete the Stripe Chargeback Claim Form and Submit The Form, Your Decision, and Evidence to Walla Support
Reply to the chargeback notification email from Walla Support and send your decision, evidence, and complete the form before the provided deadline. Remember, the evidence you submit depends on the dispute category. You can learn more about dispute categories here.
The following information is required in order for the Walla Support team to submit to Stripe on your behalf.
1. Review then copy the Stripe Chargeback Claim Form
2. Paste the form into the reply field of this email
3. Complete the form questions
4. Provide evidence based on the dispute category
5. Reply to this email before the provided deadline
Step 3: Walla Support Submits Your Evidence and Decision for Stripe to Forward to Your Customers Bank for Review
Walla Support will submit your decision and claim details on your behalf and will send you a confirmation email once it is submitted. When the chargeback decision has been made by the client's card issuer, Walla Support will reach out via the confirmation email.
Step 4: Walla Notifies You of the Card Issuing Bank’s Decision
If you do not provide a decision before the noted date, the chargeback dispute will be automatically accepted and you will lose the dispute.
won indicates that the bank decided in your favor and overturned the dispute. In this case, the issuing bank returns the debited chargeback amount to Stripe, and Stripe passes this amount back to you. The dispute fee isn’t returned.
lost indicates that the bank decided in the account owner’s favor and upheld the dispute. In this case, the refund is permanent and the dispute fee isn’t returned. In cases where you do not provide a decision before the noted date and miss the deadline to submit evidence, the chargeback dispute will be automatically accepted and you will lose the dispute.
Any charges, card issuer fees, or payment processing fees associated with this dispute will be billed back to you. Walla does not possess any influence over the dispute resolution outcome, nor does Walla assume responsibility for any dispute-related fees. The ultimate decision rests solely with the client's bank, and all associated charges are the responsibility of you or your business. If you happen to lose the dispute, the funds will be deducted from your next scheduled Walla subscription payment.
Please note that Walla Support does not provide guidance or consultation regarding chargebacks.