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
✅ 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 #: 6265175No Show Fee for ANAEROBIX | Transaction #: 1748292Ashtanga | 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
✅ 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
Total file size < 5MB
Need help finding documentation?
If you’re unsure where to locate supporting records, review our Evidence Resource Guide 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.