Chargebacks can feel confusing at first, but this guide will give you a simple overview of what they are, how they work, and what youâll need to know if you ever need to respond. Think of this as your âquick memory refresherâ for when you need it.
What is a Chargeback?
A chargeback happens when a cardholder disputes a charge with their bank. The bank temporarily reverses the payment while investigating the claim.
Common reasons include:
The customer claims the product or service wasnât received
The product or service wasnât as described
The cardholder doesnât recognize the transaction
Your Role as a Merchant
When a chargeback is filed:
You have the chance to respond with evidence showing the transaction was valid.
Evidence can include receipts, class sign-in logs, communications, video clips, screenshots, or anything that proves the service or product was delivered as promised.
Your response helps the bank decide who is in the right.
Key Concepts
Here are the main ideas to remember:
Evidence is everything: The more clearly you can show the purchase was legitimate, the better.
Response timing matters: Chargebacks have strict deadlines. Respond promptly as deadlines cannot be extended by Walla or Stripe.
Communication channels: Youâll interact with Walla Support via email since you do not have a Stripe login. Keep everything in one thread for clarity.
Stripe Dispute questions: When submitting a response to Walla, youâll answer a few key questions:
If you Accept the dispute or want to Counter the dispute
Why you should win the dispute
Product or service details
Type of product or service
Supporting Tools
Walla's Support Center provides detailed guides as an introductory for submitting responses, gathering evidence, and formatting answers for Walla Support.
Deeper guides exist on Stripe's support pages and the banking provider's support pages if you want to strengthen your case and tailor it to the corresponding bank or understand advanced evidence types.
Keep It Simple
Focus on gathering accurate transaction details.
Stick to one answer per dispute question.
Submit evidence clearly labeled and legible.
If you ever forget the exact steps, this guide is your starting point.
Bottom Line
Chargebacks donât need to be overwhelming. Think of this guide as your âmemory backupâ - a simple overview you can refer to anytime you need a refresher. For detailed, step-by-step instructions, check our full guides on submitting responses and providing evidence.