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Finding Supporting Documentation for a Chargeback | Walla Support Center

A practical guide to finding and organizing documentation for your chargeback response, including receipts, signed agreements, class attendance, communications, and other records.

Facing a chargeback dispute can be stressful, and knowing where to start isn't always obvious. This guide is designed to help you locate documentation within Walla and related tools that may support your case if you decide to counter a dispute. 

Customer Profile in Walla

Your customer's profile is often one of the most valuable places to start. You may find relevant documentation in:

  • Documents tab — signed waivers, agreements, contracts
  • Transactions tab — receipts and payment history
  • Communications tab — email or message logs
  • Bookings tab — attendance records and service history
  • Plan Details > Plan Usage — membership usage history or session tracking

Tip: Many of these pages can be saved as a PDF using your web browser: File → Print → Save as PDF.

Your Website

Your publicly posted policies can serve as supporting evidence that terms were visible and available to customers at the time of purchase:

  • Direct links to your Terms of Service
  • Refund and cancellation policies
  • Membership agreements or posted studio policies

A direct URL or a PDF copy of these pages can help demonstrate that your policies were accessible, though they work best when paired with other supporting documentation rather than submitted alone.

Walla Widgets (Booking & Checkout Pages)

Screenshots of your booking and checkout flow can help demonstrate services were made available during the customer's paid-for period, and cancellation policies and terms were presented to customers prior to completing a purchase. Relevant areas include:

  • Class Schedule
  • Enrollments
  • Appointments

Additional Communication Records

  • Marketing Suite / Journey Stats
    • Successful/Sent notification logs
    • Automated follow-up confirmations
    • Reminder email history
  • Inbox SMS communication logs
  • Related Emails

If submitting this type of evidence, include a brief explanation of why it is relevant (for example, showing confirmation emails were automatically sent after booking).

Industry-Specific Evidence (Boutique Wellness & Fitness)

Depending on the nature of the dispute, the following types of documentation may also strengthen your response:

  • Hand-signed waivers and sign-in sheets: If your studio uses physical sign-in sheets or paper waivers, a clear photo taken with your phone works well for submission. For best results, lay the document flat in good lighting and make sure all text is readable before submitting. If you're able to convert the photo to a PDF, that's preferred — on an iPhone, you can do this through the Notes app, and on Android, Google Drive has a free built-in option. If a PDF isn't possible, a high-quality photo is fine. Mind Stripe's file size limits. Learn More. 

  • Class confirmation emails: Emails confirming bookings, session sign-ups, or event participation. Demonstrates the customer was properly scheduled and notified.
  • Account credit records: Internal records showing when a customer received store or session credit, particularly useful if a non-monetary refund was issued.
  • Internal check-in or usage reports: Exported reports from your scheduling or membership software showing attendance, session usage, or plan consumption. Supports the claim that services were delivered as agreed.

Additional Stripe Resources

The following resources can help you better understand chargeback terminology, dispute processes, and how Stripe interacts with card networks. Not all will apply to every situation, but they're useful for context.

Advanced Reading for Card Network Processes 

For merchants who want to go deeper into card network rules and dispute guidelines:


Finding Bank & Card Network Resources

Navigating bank- and card network-specific chargeback guidelines can be genuinely difficult. The most reliable approach is searching for "Bank or Network Name + chargeback resources for merchants" and working through what comes up. Some links will likely be outdated, others dense with legal language, but persistence usually turns up something usable.

One practical shortcut: paste relevant content into an AI tool or search engine with a note like "adapt this for bank name" to get a more digestible summary tailored to your situation.

A Few Important Things to Keep in Mind

We know this process isn't easy. Our goal with our guides is to make the documentation side of things as straightforward as possible, so you're not starting from scratch when it matters most.

A few things worth keeping in mind as you move forward:

  • Walla doesn't determine chargeback outcomes, and this guide isn't legal advice. The issuing bank makes the final call based solely on the evidence submitted. We're here to help you find and organize that evidence as effectively as possible.
  • You're in control of what you submit and when. Make sure every piece of documentation you include directly supports your case, and keep a close eye on your response deadline.
  • Countering isn't always the right move. If your intention is ultimately to refund the customer, it's worth accepting the dispute instead. The $15 Stripe dispute fee applies either way; countering and then refunding risks paying that fee twice and potentially issuing a double refund. Take a moment to think through the outcome you're actually aiming for before responding.
  • These tips are guidance, not legal counsel. If the dispute involves significant revenue or complex circumstances, consulting a legal or financial professional is always a reasonable step.

You've got this, and we're here if you need us.