📅 Update as of June 17, 2025:
Stripe now applies an additional $15 fee when you submit evidence to counter a dispute and lose. This applies to disputes filed on or after June 17, 2025.
Step 1: Gather Your Evidence and Decide If You Want to Accept or Counter the Dispute
Before taking action, we recommend reaching out to the client directly to better understand why the dispute occurred. This context can help you decide whether to accept, counter, or request a withdrawal of the chargeback which can lead to the bank dropping the chargeback before the deadline.
⚠️ Important: A formal dispute cannot be resolved by refunding the customer. Once the issuing bank has processed the chargeback, the funds have already been returned to the cardholder. Issuing a separate refund at this point could result in the customer being refunded twice.
✅ Accept the Dispute
You agree the customer can keep the funds, and you do not wish to challenge the dispute. If you choose this option, simply reply to the chargeback notification email sent to you by Walla Support with your decision so we can close it with Stripe out on your behalf.
🛡️ Counter the Dispute
You believe the charge was valid and want to challenge the dispute. Collect relevant supporting evidence (e.g. emails, signed waivers, check-in records, communications) and send it as a reply to the chargeback notification email sent to you by Walla Support as soon as possible.
🔁 Withdrawn by the Customer
If the customer agrees to withdraw the dispute with their bank, let Walla Support know right away. We still need to submit your decision formally to Stripe—even if the customer has already contacted their bank. If the customer agrees to withdraw the dispute, please follow this guide and notify Walla Support.
🚫 No Response to the Dispute
If you take no action—meaning you do not accept, counter, or submit evidence by the deadline—Stripe will automatically accept the dispute on your behalf. This is known as an auto-accept. The funds will not be returned, and you will be responsible for the associated fees.
💸 Dispute Fee Overview
Stripe applies dispute-related fees—and always deducts the disputed amount—as soon as a dispute is filed. Your response determines whether additional fees apply and whether any funds are returned.
Action | Fees | Disputed Amount Deducted? | Refunded If You Win? |
Counter the Dispute | $15 Dispute received fee $15 Counter fee | ✅ Yes | ✅ Counter fee and disputed amount |
Customer Withdraws | $15 Dispute received fee | ✅ Yes | ✅ Disputed amount ❌ Dispute received fee |
Accept the Dispute | $15 Dispute received fee | ✅ Yes | ❌ Dispute received fee ❌ Disputed amount |
No Response (auto-accepted) | $15 Dispute received fee | ✅ Yes | ❌ Dispute received fee ❌ Disputed amount |
Step 2: Complete the Stripe Chargeback Claim Form and Submit The Form, Your Decision, and Evidence to Walla Support
When Walla Support sends the account owner, franchise owner, or studio manager a chargeback notification email, please respond to this message directly with your decision, evidence, and complete the form before the provided deadline. Remember, the evidence you submit depends on the dispute category. You can learn more about dispute categories here.
The following information is required in order for the Walla Support team to submit to Stripe on your behalf.
1. Review then copy the Stripe Chargeback Claim Form
2. Paste the form into the reply field of this email
3. Complete the form questions
4. Provide evidence based on the dispute category
5. Reply to this email before the provided deadline
Step 3: Walla Support Submits Your Evidence and Decision for Stripe to Forward to Your Customers Bank for Review
Walla Support will submit your decision and claim details on your behalf and will send you a confirmation email once it is submitted. When the chargeback decision has been made by the client's card issuer, Walla Support will reach out via the confirmation email.
Step 4: Walla Notifies You of the Card Issuing Bank’s Decision
If you do not provide a decision before the noted date, the chargeback dispute will be automatically accepted and you will lose the dispute.
won indicates that the bank decided in your favor and overturned the dispute. In this case, the issuing bank returns the debited chargeback amount to Stripe, and Stripe passes this amount back to you. The dispute fee isn’t returned.
lost indicates that the bank decided in the account owner’s favor and upheld the dispute. In this case, the refund is permanent and the dispute fee isn’t returned. In cases where you do not provide a decision before the noted date and miss the deadline to submit evidence, the chargeback dispute will be automatically accepted and you will lose the dispute.
Any charges, card issuer fees, or payment processing fees associated with this dispute will be billed back to you. Walla does not possess any influence over the dispute resolution outcome, nor does Walla assume responsibility for any dispute-related fees.
The ultimate decision rests solely with the client's bank, and all associated charges are the responsibility of you or your business. If you happen to lose the dispute, the funds will be deducted from your next scheduled Walla subscription payment.
Please note that Walla Support does not provide guidance or consultation regarding chargebacks.