Responding to Chargeback Notifications
Review The Following Carefully
Please read the entire guide thoroughly to ensure your response aligns with the options available in Stripe’s dispute form.
Sending Your Response
Only copy and paste one response per section from the template into your reply to the chargeback notification email from Walla Support.
Deadlines
Deadlines are set by the card issuer and cannot be extended. Be aware that deadlines may be shorter than those provided by Stripe, depending on Walla Support’s hours and availability. Failing to respond by the deadline is considered acceptance of the dispute.
File Attachments
Always double-check that your attached files are:
Readable
Clearly labeled
Combined into one PDF per evidence category
A professional presentation can significantly impact how the reviewing bank interprets your claim.
Accepted File Types
Accepted: PDF, JPEG, PNG
Not Accepted: XLSX, CSV, Other
Stripe Chargeback Claim Form
Why should you win this dispute? (choose only one of the following)
The cardholder withdrew the dispute
The cardholder was refunded
The refund or cancellation request was made after the date allowed by your terms
The cardholder received a credit or voucher
The cardholder received the product or service
Other (If you choose other, you must provide additional details)
Product or service details description:
(Example: 12-Month Membership | Transaction #: 6265175)
(Example: No Show Fee for ANAEROBIX | Transaction #: 1748292)
(Example: Ashtanga | 3/12/2025 7:00 AM | Transaction #: 3144852)
What type of product or service is this? (choose one of the following)
Physical product
Digital product or service
Offline service
Event
Booking or reservation
Other (If you choose other, you must provide additional details)
Provide Walla Support with the following evidence this is applicable to your dispute category. (PDF format required)
Customer Communication - emails, messages, or other communication attempts that show you tried to resolve the issue directly with the customer.
Customer Signature - signed waivers, contracts, or attendance logs showing the customer’s acknowledgment of terms or participation.
This is especially useful if the dispute reason is “Fraudulent” or “Canceled subscription.”Receipt - PDF of the receipt as found in the client's Transactions tab
Refund & Cancelation Policy - your studio refund and/or cancellation policy as agreed to by the customer (if using Walla’s digital contracts and waivers, these can be downloaded as PDFs from the client’s Documents tab in their profile)
Service Documentation - screenshot or PDF from client's Bookings or Transactions tab showing customer attendance or account activity.
This demonstrates that services were used during the disputed period.Credit Voucher - If you issued a refund via account credit, provide a screenshot or PDF of the customer’s profile showing their Account Balance.
Terms & Conditions - a PDF terms that would have been displayed or agreed to during purchase, in your website, or posted in studio.
Final Notes on Chargeback Responses
Submission: Walla Support will submit your dispute response on your behalf and send a confirmation email once submitted. You will also be notified when the card issuer makes a decision.
Evidence: While each dispute reason may require specific evidence, some documentation is universal. Properly demonstrating the legitimacy of your charge increases the likelihood of a favorable outcome. Learn more here: General Evidence for Dispute Categories.
Outcome: Walla has no influence over the dispute resolution determined by the bank/card provider. Walla is not responsible for any charges or fees related to the dispute — all associated costs are the responsibility of you, the merchant, including any funds deducted if the dispute is accepted or lost.
Support Limitations: Walla Support does not provide guidance or consultation regarding chargebacks. We recommend to review chargeback response strategies available through Stripe's support center and those available from other online resources.