Chargeback Disputes FAQ | Walla Support Center
Find answers to the most common questions about chargeback disputes, including merchant responsibilities, how to respond, what evidence to submit, and how fees are applied.
Understanding Chargebacks
What is a chargeback, and how is it different from a refund? A chargeback is a dispute initiated by a cardholder through their bank or card issuer. A refund is a voluntary return of funds initiated by the merchant. Once a cardholder files a dispute, the bank takes over the process and a refund can no longer be issued in its place. Learn more.
Who decides the outcome of a chargeback? The cardholder's issuing bank reviews all submitted evidence and makes the final decision. Walla facilitates submissions but does not determine outcomes — and neither does Stripe. Learn more.
How long does a chargeback take? Chargeback timelines vary depending on the card network and the nature of the dispute. Results typically take between 30 and 90 days from the date evidence is submitted. Learn more.
Why do customers dispute charges in the fitness and wellness industry? Common reasons include missed or cancelled classes, billing disputes, membership cancellations, unrecognized transactions, or claimed fraud. Learn more.
Merchant Responsibilities & Roles
What is my role as the merchant during a chargeback? Your role is to gather and submit documentation that supports your position before the evidence deadline. Walla handles submission to Stripe on your behalf — but the content, accuracy, and completeness of your response is your responsibility. Learn more.
What is Walla's role? Walla acts as your point of contact throughout the process. We submit your evidence and communicate with Stripe on your behalf. We do not advise on how to build or structure your case, and we do not determine outcomes. Learn more.
What is Stripe's role in the process? Stripe provides the interface for submitting evidence and communicates with the card network and issuing bank. The final decision rests with the card issuer — not Stripe. Learn more.
Responding to Chargebacks
Should I always counter a chargeback? Not always. If your goal is to refund the customer, accepting the dispute is the faster and less costly path. Countering a dispute you don't intend to win results in additional fees with no benefit. Learn more.
What evidence is most effective for my industry? Receipts, signed waivers, booking history, check-in logs, confirmation emails, and usage reports tend to be the most compelling. The stronger and more specific your documentation, the better your chances. Learn more.
Can I submit multiple types of evidence? Yes — and you should. Submitting more than one type of evidence strengthens your case, particularly when the evidence addresses the specific reason for the dispute and the requirements of the card network overseeing the claim. Learn more.
How should I describe my services in the dispute form? Keep it concise and factual, ideally matching the language on the original transaction receipt. Avoid overly technical or lengthy descriptions — clear and direct is always better. Learn more.
How long do I have to respond to a chargeback? Response windows vary by card network but are generally strict and the deadline cannot be extended by Walla or Stripe.
- Visa — 20 days
- Mastercard — 45 days
- Discover — 30 days
- Amex — 20 days
Will I be charged a fee even if I win the dispute?
Each chargeback is assessed a $15 non-refundable fee by Stripe, including won disputes.
Preventing Chargebacks
How can I reduce the likelihood of chargebacks? Clear and accessible cancellation policies, digital or wet-signed waivers, proper transaction authorizations, and consistent client communication go a long way. Merchants who document client interactions and maintain thorough records are better positioned to respond if a dispute arises. Learn more.
Do automatic reminders or confirmation emails help? Yes — they serve as timestamped proof that the client was notified, scheduled, or acknowledged a booking. These can be valuable evidence if a dispute is filed later. Learn more.
How do subscriptions or recurring plans affect chargebacks? Recurring billing disputes are among the most common and most difficult to win. Being transparent about billing schedules, renewal terms, and usage limits — and documenting that clients were informed — significantly reduces your exposure. Learn more.
Special Cases
What if a customer disputes a partial refund I already issued? Provide the bank with proof of the original transaction and documentation of any partial refunds or credits applied. Showing the bank what was already returned demonstrates good faith and may influence the outcome. Learn more.
Can account credits be used as evidence? Yes — customer records showing an Account Balance or Credit Voucher was issued demonstrate the client received some form of reimbursement. This can be relevant context for the issuing bank, particularly in cases where a full refund was not issued but a credit was applied. Learn more.
Are digital waivers valid as evidence? Yes, as long as they clearly demonstrate the client agreed to terms or participated in the service. Timestamped digital signatures are generally accepted by card networks. Learn more.
What is SmartDisputes and how does it affect my account? SmartDisputes is a Stripe feature that can automatically counter certain disputes on your behalf based on available transaction data. If SmartDisputes is applied to your dispute, no action is required on your end. The standard $15 Stripe dispute received fee applies to all disputes including those handled by SmartDisputes. If the dispute is found in your favor, Stripe will assess a success fee equal to 30% of the recovered amount in addition to the $15 dispute received fee. If the dispute is found in the cardholder's favor, only the $15 dispute received fee applies. All fees will reflect in an upcoming Walla invoice.
Additional Resources
For bank or card network-specific chargeback rules, searching directly for the network name alongside "chargeback resources for merchants" can surface guidelines that may be relevant to your specific dispute type. Visa, Mastercard, American Express, and Discover each publish merchant-facing documentation that outlines what they look for in a strong submission. Learn more.