--- title: Chargebacks Quick Guide | Walla Support Center description: chargebacks guide --- [Skip to content](https://support.hellowalla.com/chargebacks-quick-guide-walla-support-center#main-content) English Show submenu for translations ![](https://support.hellowalla.com/hs-fs/hubfs/38f9ee9b-2f6d-4610-a5d6-e421204ef62d.png?width=120&height=35&name=38f9ee9b-2f6d-4610-a5d6-e421204ef62d.png) Open main navigation Close main navigation - English Show submenu for translations How can we help you? - There are no suggestions because the search field is empty. 1. [Walla Knowledge Base](https://support.hellowalla.com/?hsLang=en) 2. [Payments](https://support.hellowalla.com/payments?hsLang=en) May 15, 2026 # 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](https://242669311.hs-sites-na2.com/finding-supporting-documentation-for-a-chargeback-walla-support-center?hsLang=en). 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. 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