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Getting Started With Chargebacks | Walla Support Center

A quick introduction to chargebacks and what to expect if you ever need to respond

Chargebacks can feel like a curveball, but they're manageable once you know the basics. This guide gives you a plain-language overview of what chargebacks are, how they work, and where to start if one lands in your inbox. Bookmark it — it's your go-to refresher whenever you need it.

What is a Chargeback?

A chargeback happens when a cardholder disputes a charge directly with their bank. The bank temporarily reverses the payment while it investigates the claim.

Common reasons include:

  • The customer claims they didn't receive the product or service
  • The product or service wasn't as described
  • The cardholder doesn't recognize the transaction

Your Role as a Merchant

When a chargeback is filed, you have the opportunity to respond. A strong response includes evidence that the transaction was valid and the service was delivered as promised — things like receipts, sign-in logs, emails, or screenshots.

Your response is what helps the bank decide in your favor. The better your evidence, the better your odds.

What You Need to Know

  • Evidence is everything. Clear, well-organized documentation makes the biggest difference in the outcome.
  • Deadlines are firm. Chargebacks have strict response windows that neither Walla nor Stripe can extend. Respond promptly.
  • You won't log into Stripe directly. All communication goes through Walla Support via email. Keep everything in one thread.
  • Your response will cover four things: whether you're accepting or countering the dispute, why you should win, a description of the product or service, and the type of product or service.

Where to Go From Here

Walla's Support Center has step-by-step guides for submitting your response, gathering evidence, and formatting your answers. If you want to go deeper, Stripe and your customer's bank also publish resources on evidence types and dispute strategies.

Bottom Line

Chargebacks don't need to be overwhelming. Respond on time, document clearly, and follow the steps — that's really all there is to it. When you're ready for the details, the full guides are waiting.