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Chargebacks Quick Guide | Walla Support Center

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Chargebacks Quick Guide

This is your jumpstart guide to answering and responding to a chargeback dispute.

Instructions: Follow these 4 simple steps to respond to a Stripe chargeback.

Step 1: Why Should You Win?

Pick only one from this list and send as your response to the above question dispute ticket.

  • The cardholder withdrew the dispute

  • The cardholder was refunded

  • The refund/cancellation request was after your allowed date

  • The cardholder received a credit or voucher

  • The cardholder received the product or service

  • Other → if you choose “Other,” add a short explanation

The cardholder withdrew the dispute

The cardholder was refunded

The refund/cancellation request was after your allowed date

The cardholder received a credit or voucher

The cardholder received the product or service

Other → if you choose “Other,” add a short explanation

✅ Tip: Copy & paste exactly as written. Only one answer.

Step 2: Product or Service Details

Write a brief description exactly like it appears on the receipt. Examples:

  • 12-Month Membership | Transaction #: 6265175

  • No Show Fee for ANAEROBIX | Transaction #: 1748292

  • Ashtanga | 3/12/2025 7:00 AM | Transaction #: 3144852

12-Month Membership | Transaction #: 6265175

No Show Fee for ANAEROBIX | Transaction #: 1748292

Ashtanga | 3/12/2025 7:00 AM | Transaction #: 3144852

✅ Keep it concise and factual.

🎓 ❌ No dissertation required.

Step 3: Type of Product or Service

Pick only one from this list and send as your response to the above question dispute ticket.

  • Physical product

  • Digital product or service

  • Offline service

  • Event

  • Booking or reservation

  • Other → if you choose “Other,” add a very brief description

Physical product

Digital product or service

Offline service

Event

Booking or reservation

Other → if you choose “Other,” add a very brief description

✅ Copy & paste directly. One answer only.

Step 4: Attach Evidence (PDF only)

Provide supporting documents that prove the transaction was valid:

  • Customer Communication – emails, SMS Inbox messages, attempts to resolve, customer intent to withdraw dispute

  • Customer Signature – waivers, contracts, attendance logs

  • Receipt – PDF from client’s Transactions tab

  • Refund & Cancellation Policy – PDF of studio policy agreed to by the customer

  • Service Documentation – screenshots/PDFs showing attendance or activity

  • Credit Voucher – if a refund was issued as account credit

  • Terms & Conditions – PDF shown or agreed to at purchase

Customer Communication – emails, SMS Inbox messages, attempts to resolve, customer intent to withdraw dispute

Customer Signature – waivers, contracts, attendance logs

Receipt – PDF from client’s Transactions tab

Refund & Cancellation Policy – PDF of studio policy agreed to by the customer

Service Documentation – screenshots/PDFs showing attendance or activity

Credit Voucher – if a refund was issued as account credit

Terms & Conditions – PDF shown or agreed to at purchase

Tips for evidence:

  • Make files legible and clearly labeled

  • Combine multiple files for one category into one PDF

  • Total file size < 5MB

Make files legible and clearly labeled

Combine multiple files for one category into one PDF

Total file size < 5MB

Need help finding documentation?
If you’re unsure where to locate supporting records, review our guide on finding supporting evidence here. It outlines specific areas in Walla, your website, and other tools & resources that may help strengthen your dispute response.

Bottom Line

Three answers + evidence = everything Stripe needs.
Send your reply to the original Walla Support chargeback email. We’ll submit it for you and confirm once it’s done.

👋 Keep this guide handy. Just follow each step, and responding is simple.