Certain transactions require assistance from Walla Support to be processed. To ensure the highest level of security and support, this guide outlines the steps necessary for submitting a refund request to our team.
Note: Walla Support may require that any refund requests be submitted via email as an added security precaution.
Initial Request Validation
Refunds under $500.00: Any verified staff member can submit the request.
- A verified staff member must be listed in the site’s Staff directory. If the staff member’s email does not match their Walla login email, you’ll need to resend the request using the appropriate email address.
If your refund exceeds $500.00, additional approval is required
Refunds over $500.00: These require approval from a Business Manager, Location Manager, or Owner.
- The request must come from the manager’s or owner’s staff login email, and should include:
When submitting a refund request, please include these details to ensure our team members identify the appropriate transaction:
- Customer Name:
- Sale Date:
- Transaction ID:
- Amount to Refund:
- Refund Reason:
To quickly and easily find these details, open the client's Transactions tab, click the three dots to the right of the transaction and click View Receipt/PDF.
Processing the Refund
Once we have verified your request, we will process the refund using the Stripe Dashboard and provide a receipt as proof. A copy will also be uploaded to the client's profile for record-keeping. Please note that refunds completed by Walla Support on the Stripe Dashboard are not surfaced in your reports.
Refunds typically settle within 5-7 business days but may clear sooner.