Quick Summary
If a customer says theyâve withdrawn a dispute, the case does not automatically close. The cardholderâs bank still must process and formally resolve the dispute, and a response must be submitted to Stripe to avoid an automatic loss. As Stripe is integrated with your Walla account, you will need to respond to the Walla dispute notification directly for this. Do not contact Stripe Support as they will redirect you to Walla Support.
Before the Stripe dispute deadline, you must either:
- Submit evidence â provide any supporting documentation so the bank can review your case.
- Take no action â if no evidence is submitted, the dispute automatically closes as a loss, and the disputed amount is removed from your account.
In all cases, Stripeâs $15 dispute fee applies once the dispute is created, regardless of the outcome.
IMPORTANT NOTE
When a dispute (chargeback) is created, Stripe applies a standard fee (typically $15). This fee is applied as soon as the cardholderâs bank initiates the dispute, not based on the outcome.
The fee covers costs incurred by the bank and card network to process the dispute. That fee applies in all cases â won, lost, or withdrawn.
How Disputes Are Processed
Disputes are managed by the cardholderâs bank and card networkânot by Walla or Stripe. A dispute remains open until one of the following occurs:
No response is submitted by the deadline
The dispute automatically closes as âEvidence deadline missedâ
This is recorded as a loss
Evidence is submitted and reviewed
The cardholderâs bank evaluates the case in accordance with card network rules
A final decision is issued after review
Even if a customer states theyâve withdrawn the dispute, the cardholderâs bank must still formally process and close the case. Final outcomes are determined by the cardholderâs bank. Wallaâs role is to relay the status and outcome as shown in the Stripe dispute dashboard.
If No Evidence Is Submitted
If no evidence is submitted before the deadline, the dispute automatically closes as âEvidence deadline missedâ and is recorded as a loss in Stripe. Walla can only reference the status and outcome provided by Stripe; disputes are controlled by the cardholderâs bank and card network, and Walla cannot intervene outside this process.
If Your Customer Has Withdrawn the Dispute
If your customer confirms theyâve withdrawn their dispute, you have two options:
Option 1: Submit Evidence
You can request that Walla counter the dispute using the reason: âThe cardholder withdrew the disputeâ
Provide supporting documentation (e.g., email, SMS confirmation, or official communication from the bank)
The dispute will proceed through the cardholderâs bank review process
The case remains open until the bank finalizes the outcome
Timeline: Typically 14â60+ days, depending on the bank and card network
â
Outcome:
If the bank rules in your favor â disputed amount is returned to your merchant account; Stripeâs $15 dispute fee still applies
If the bank rules in the cardholderâs favor â disputed amount lost; Stripeâs $15 dispute fee + Stripe's $15 Counter fee is assessed
Option 2: Take No Action
If you choose not to respond, Stripe automatically updates the dispute status to Lost â Evidence deadline missed
Timeline: Immediate update in Stripe within the next business day
â
Outcome:
Disputed amount lost; Stripeâs $15 dispute fee is assessed
Providing Proof After the Deadline
If you receive documentation confirming the dispute was withdrawn after the response deadline (e.g., official communication from the cardholderâs bank), you can share this with Walla.
Our team can review the case in Stripe and determine whether any follow-up actions or remediation may be available.
Key Takeaways
A customer stating they withdrew a dispute does not close the case
Submitting evidence is the only way to contest the dispute
Not responding in Stripe always results in an automatic loss
Stripeâs $15 dispute fee applies once a dispute is created, regardless of outcome