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Chargebacks Quick Guide | Walla Support Center

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

Instructions: Follow these steps when you need to Counter a chargeback.

Step 1: Why Should You Win?

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

  • 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 of the disputed transaction exactly as it appears on the sales receipt.

Examples:

  • 12-Month Membership | Transaction #: 6265175

  • No Show Fee for ANAEROBIX | Transaction #: 1748292

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


You'll want to keep this response concise and factual.

Step 3: Type of Product or Service

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

  • 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


Tips for evidence:

  • Make files legible and clearly labeled
  • Combine multiple files for one category into one PDF
  • Your goal for each file size should be under 1MB. Stripe's total file size limit is 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.