Responding to a Chargeback Dispute

Below is a step-by-step guide outlining how we request customers submit your chargeback responses to our team. This process helps to ensure a consistent uniform workflow that is easy to follow.

When you receive a chargeback notification from Walla Support, please reply directly to that original email. This keeps all details and attachments organized in one thread and ensures nothing is missed.

Guide Contents

Putting together your response

Why should you win this dispute?

Product or service details

What type of product or service is this?

Additional Information

Submitting Evidence

Answering the Required Stripe Questions

Each chargeback in the Stripe dashboard includes three primary questions:

Why should you win this dispute?
Product or service details
What type of product or service is this?

Why should you win this dispute?

Product or service details

What type of product or service is this?

Please note: The available answer choices may vary depending on the dispute reason.

Why should you win this dispute?

This is a multiple-choice question.

Copy and paste the full question.
Copy and paste only one answer.
Do not include multiple responses.
Do not add special formatting, highlighting, or edits.

Copy and paste the full question.

Copy and paste only one answer.

Do not include multiple responses.

Do not add special formatting, highlighting, or edits.

Stripe only allows one answer. Including multiple responses may delay submission while we request clarification.

Your formatting should look exactly like this:

Product or service details

Provide a brief description of the product or service.

Ideally, this should match exactly how it appears on the receipt.

Example:

Keep this section concise and factual.

What type of product or service is this?

This is also a multiple-choice question.

Copy and paste the full question.
Provide only one answer.

Copy and paste the full question.

Provide only one answer.

Example:

Depending on your responses, Stripe may require additional follow-up questions to be completed. If clarification is needed, our team will reach out.

Additional Information

If you would like to provide further context explaining why the bank should rule in your favor, include that in your reply. Our team will place that content in the Additional Information section when submitting the dispute.

Submitting Evidence

When sending supporting documentation, please follow these requirements:

Rename files so they clearly correspond to the evidence category being submitted.
Total file size must be under 5MB.
CSV or spreadsheet file types are not accepted by Stripe.
If submitting multiple documents under one evidence category, combine them into a single PDF.
Ensure all screenshots are large, clear, and fully legible.

Rename files so they clearly correspond to the evidence category being submitted.

Total file size must be under 5MB.

CSV or spreadsheet file types are not accepted by Stripe.

If submitting multiple documents under one evidence category, combine them into a single PDF.

Ensure all screenshots are large, clear, and fully legible.

Please Note the Following:

The processing bank will not request additional clarification once evidence is submitted. Their decision will be based solely on the materials provided.
Stripe does not allow for deadline extensions - there is not an option to adjust in the dashboard if requested.
Responses provided after the deadline are not able to be submitted.

The processing bank will not request additional clarification once evidence is submitted. Their decision will be based solely on the materials provided.

Stripe does not allow for deadline extensions - there is not an option to adjust in the dashboard if requested.

Responses provided after the deadline are not able to be submitted.

Need help finding documentation?
If you’re unsure where to locate supporting records, review our Evidence Resource Guide here. It outlines specific areas in Walla, your website, and other tools & resources that may help strengthen your dispute response.

If you have any questions before submitting your response, feel free to contact Walla Support for clarification.