Stripe’s dispute center includes basic questions, evidence uploads, and a space for additional information. This guide explains the key questions and shows which options to select—the minimum required to complete a counter response.
The Big Questions
Why should you win this dispute?
What it’s asking: Select the single reason that best explains why the dispute should be ruled in your favor.
Why it exists: This tells the card network the primary basis for your claim and frames the dispute for review.
What to avoid: Do not select multiple reasons or add explanations here—stick to the one option. Avoid vague choices like “Other” unless absolutely necessary.
Product or service details description:
What it’s asking: Provide a brief, specific description of the product or service involved, including transaction identifiers (Transaction/Receipt #, date, class, membership, etc.).
Why it exists: Gives the bank a clear reference to what was purchased, ensuring the dispute is tied to the correct transaction.
What to avoid: Don’t leave this blank, don't use generic terms (“service” or “product”), or include irrelevant details. Be concise and specific.
What type of product or service is this?
What it’s asking: Select the category that best describes what was sold (physical product, digital service, booking, etc.).
Why it exists: Helps the card network understand the nature of the transaction, which can affect how evidence is evaluated.
What to avoid: Don’t choose multiple categories, and don’t overcomplicate—pick the single option that best fits the transaction.
Time to Put It to Work
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)
Evidence to Include (PDF format preferred)
Customer Communication: emails, messages, or attempts to resolve the issue directly.
Customer Signature: signed waivers, contracts, attendance logs.
Receipt: PDF from the client’s Transactions tab.
Refund & Cancellation Policy: as agreed to by the customer.
Service Documentation: screenshots/PDFs showing attendance or activity.
Credit Voucher: proof of account credit if applicable.
Terms & Conditions: PDF of applicable terms agreed to at purchase.
Mock Example: Product Not Received
Hi Walla, we have decided to Counter the chargeback dispute.
Why should you win this dispute?
The cardholder received the product or service
Product or service details description:
Yoga Class Booking | 2/21/2026 9:00 AM | Transaction #: 8452193
What type of product or service is this?
Booking or reservation
See attached files for evidence and let me know if anything further is needed.
📎 Cancelation Policy
📎 Service Documentation
📎 Customer Communication
Additional information
The membership remained active and available during the disputed period. The cardholder had full access to book and attend classes but did not cancel or request a refund. Attached evidence demonstrates attendance records, communication attempts, and the agreed-upon cancellation policy. This supports that the service was provided as purchased.
Final Notes on Chargeback Responses
Sending Your Response: Copy only one response per section from the template into your reply to Walla Support. Do not modify the structure.
Deadlines: Set by the card issuer and cannot be extended. Missing a deadline is considered acceptance of the dispute.
File Attachments (5mb max per file):
Important: If you have multiple files of the same type of evidence (e.g., several emails or attendance logs), combine them into a single PDF per evidence category before attaching.
Content is readable
File name clearly labeled
Accepted: PDF, JPEG, PNG ✅
Not accepted: XLSX, CSV, other ❌
Submission: Walla submits your response on your behalf and notifies you when the bank makes a decision.
Evidence: Proper documentation increases the likelihood of a favorable outcome. Learn more here: General Evidence for Dispute Categories.
Outcome: Walla does not influence the dispute resolution. All fees, costs, or funds deducted are the responsibility of the merchant.
Support Limitations: Walla Support does not provide consulting on chargebacks. Review guidance available through Stripe or other online resources.