The following outlines areas within Walla and related tools where you may locate documentation to support your dispute response. This is meant as a practical guide — not legal advice — to help you gather materials that demonstrate the legitimacy of the transaction.
Guide Contents
Customer Profile
Your Website
Walla Widgets (Booking & Checkout Pages)
Communication Records
Industry-Specific Evidence (Boutique Wellness / Fitness)
Additional Resources
Customer Profile in Walla
You may find relevant documentation in:
Documents tab: signed waivers, agreements, contracts
Transactions tab: receipts and payment history
Communications tab: email or message logs
Bookings tab: attendance records and service history
Plan Details > Plan Usage: history of membership usage or session tracking
Tip: Many of these pages can be saved as a PDF using your web browser:
File → Print → Save as PDF.
Your Website
Direct links to your Terms of Service
Refund and cancellation policies
Membership agreements or posted studio policies
Providing a direct URL or PDF copy can help demonstrate that policies were publicly available at the time of purchase.
Walla Widgets (Booking & Checkout Pages)
Class Schedule
Enrollments
Appointments
Screenshots showing cancellation policies and where they appear in the checkout workflow may help demonstrate that terms were presented prior to purchase.
Communication Records
Marketing Suite / Journey Stats
Successful/Sent notification logs
Automated follow-up confirmations
Reminder email history
Inbox SMS communication logs
Related Emails
If submitting this type of evidence, include a brief explanation of why it is relevant (for example, showing confirmation emails were automatically sent after booking).
Industry-Specific Evidence (Boutique Wellness / Fitness)
Depending on the dispute reason, additional documentation may include:
Security footage / check-in system logs – Video from cameras (e.g., RING, studio security cams) or digital attendance logs from your check-in system showing the customer was present for a class or session. Helps prove the service was actually used.
Paper sign-in sheets / wet-signed waivers – Physical documents customers sign when they arrive at your studio, such as liability waivers, registration forms, or class attendance sheets. Scanned PDFs are ideal for submission.
Class confirmation emails – Emails sent automatically or manually to confirm bookings, session sign-ups, or event participation. Demonstrates that the customer was notified and scheduled correctly.
Account credit records – Internal records showing when a customer was issued credit on their account, often used if they were refunded via a store credit or session credit rather than a full monetary refund.
Internal check-in or usage reports – Exported reports from your scheduling or membership software showing attendance, session usage, or plan consumption. Supports the claim that services were delivered or used as agreed.
Additional Resources
While not all of these will apply directly to your Stripe–Walla setup, they can be useful for understanding terminology, processes, and how chargebacks work between Stripe and card networks.
Stripe Resources
Advanced Reading for Card Network Processes 💳 🔍
For merchants who want to dive deep into card network rules, reason codes, and dispute guidelines:
Mastercard: Chargeback Rulebook PDF — Full official documentation; not a tutorial, but useful for detailed research and reference.
AMEX
JPMorgan Chase Bank
Citibank
Author’s Note 🧠⚡️
Finding bank-specific chargeback details is excruciating—like assembling IKEA furniture blindfolded while your toddler ‘helps.’ But fear not. I made it this far, and I trust you’ll surpass my efforts and reach new heights in chargeback mastery.
Pro Tip – Navigating Bank & Card Network Resources: Looking for guidance from a specific card network can be messy. The most reliable approach is to search for “[Bank/Network Name] + chargeback resources for merchants” (or similar terms) and sift through the digital aether. Some links will be dead, others dense PDFs, and a few may actually contain usable guidance. Keep at it until you find what you need or hit a wall, whichever comes first. 💫
To make it easier, you can paste content from these resources into Google, Bing, or Yahoo with a clarifier like, “This, except for [bank name],” to adapt the guidance for your situation or get a more digestible summary. It won’t do the climbing for you, but it can light a path through the dense forest of bank-specific rules.
Important Notes, Disclaimers, & Sage Advice
Walla does not decide the outcome of chargebacks, and we do not provide legal advice or strategy consulting. Think of us more like your sherpa than your lawyer.
The issuing bank is the final judge. Their decision is based entirely on the evidence submitted.
You’re in the driver’s seat for gathering documentation and hitting deadlines. Choose wisely, and make sure everything you submit actually supports your claim.
Countering a dispute isn’t always the best move. If your ultimate goal is to refund the customer, Accept the dispute. The $15 Stripe fee applies regardless. Countering just to refund later risks paying an extra $15 fee and potentially refunding the customer twice, so think strategically.
These tips are just that — tips. They are not legal advice, no matter how compelling they sound.