Guide Contents
Customer / Cardholder
Bank / Card Provider
Stripe
Walla Support
Merchant
Customer / Cardholder
Initiates the chargeback by contacting their bank.
Provides reason for dispute and any supporting claims.
Can cancel or withdraw the dispute with the bank/card provider, but this does not reverse any Stripe merchant fees already assessed as a result of initiating the chargeback.
Key takeaway: This is where the process begins — nothing moves until the customer starts it.
Bank / Card Provider
Receives the dispute from the customer.
Reviews all evidence submitted by Stripe (and ultimately by you, the merchant).
Makes the final decision: upholds or reverses the charge.
Key takeaway: Bank’s decision is independent of Walla or Stripe.
Stripe
Processes the chargeback through their system.
Submits your evidence to the cardholder’s bank.
Provides Walla Support with dispute status and deadlines.
Key takeaway: Stripe is the messenger and processor, not the decider.
Walla Support
Acts as the facilitator between you (merchant) and Stripe.
Notifies you when action is required (New Disputes).
Submits your evidence in the Stripe portal.
Does not provide advice or make decisions.
Key takeaway: Walla keeps the process organized and ensures your evidence reaches the bank.
Merchant
Decide whether to Counter or Accept the chargeback.
Provide Walla Support with clear, organized evidence if Countering.
Maintain records of transactions, communications, policies, and receipts.
Respond before the deadline.
Quick checklist for merchants:
Copy & paste one answer for “Why should you win?”
Copy receipt/product details exactly as shown in Transactions tab.
Pick one product type.
Attach PDFs of evidence, clearly labeled (<5MB).
Reply to original Walla Support chargeback ticket.