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Responding to a Chargeback Dispute | Walla Support Center

This guide walks you through how to submit your chargeback response to the Walla Support team. Following these steps keeps the workflow consistent and ensures nothing gets missed before we submit your dispute to Stripe on your behalf.

Need to act fast? Our Chargebacks Quick Guide is a last-minute reference card for when you're working under time pressure. This article is the definitive walkthrough — use it any time you want full context on the Stripe questions, dispute categories, or evidence rules.

How to Submit Your Response

When you receive a chargeback notification from Walla Support, reply directly to that original email. Keeping the conversation in one thread ensures all details and attachments stay organized in a single place.

How We Submit Your Response

Once you send us your answers, we transcribe them into the Stripe dashboard exactly as written. We do not interpret your choices, substitute wording, or fill in gaps on your behalf — the decision of which option fits your situation is yours to make.

If any of the options feel unclear, or you aren't sure which one applies, reach out to us before sending your final reply. We're happy to talk it through with you. Once your response is in our hands, we move forward with what you've provided.

Answering the Required Stripe Questions

Each chargeback in the Stripe dashboard includes three primary questions:

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

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

1. Why should you win this dispute?

This is a multiple-choice question. To complete it:

  • 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 follow up for clarification.

Your formatting should look exactly like this:

Why should you win this dispute? The customer received the product or service that was purchased.

Choosing Your Response

The available responses depend on the dispute category, which is included in your Walla Support alert email. Locate your category below, choose the option that best matches your situation, and paste it into your reply exactly as written.

The responses below are quoted from Stripe's published guidance. You can review the source directly at Stripe — Dispute reason code categories.

Credit not processed — the cardholder claims they're entitled to a refund they did not receive.

Explain and demonstrate one or more of the following:

  • You already issued the refund your customer is entitled to
  • The customer isn't entitled to a refund
  • The customer withdrew the dispute

Duplicate — the cardholder claims they were charged more than once for the same product or service.

Explain and demonstrate one or more of the following:

  • Each payment was for a separate product or service
  • You already issued a refund to your customer
  • The customer withdrew the dispute

Fraudulent — the cardholder claims they didn't authorize the payment.

Explain and demonstrate one or more of the following:

  • The legitimate cardholder — or an authorized representative (such as an employee or family member) — did in fact make the payment
  • The payment was successfully authenticated with 3D Secure and should therefore fall under liability shift
  • You already issued a refund to the cardholder
  • The customer withdrew the dispute or otherwise acknowledged they recognize the charge and filed the fraud dispute in error
  • For Visa specifically, provide Compelling Evidence

General — an uncategorized dispute. Per Stripe, contact your customer first to find out why they disputed the payment, then reach out to Walla Support so we can guide your next steps.

Product not received — the cardholder claims they did not receive the product or service.

Explain and demonstrate one or more of the following:

  • The product was in fact delivered or isn't expected to have been delivered yet (for example, the agreed-upon delivery date is still in the future)
  • You already issued a refund to the cardholder
  • The customer withdrew the dispute

Product unacceptable — the cardholder received the product but claims it was defective, damaged, or was not described or represented accurately prior to purchase.

Explain and demonstrate one or more of the following:

  • The product or service was accurately represented prior to purchase
  • The product wasn't damaged or defective
  • You already issued a refund to your customer
  • The customer withdrew the dispute

Subscription canceled — the cardholder claims they were charged after canceling.

Explain and demonstrate one or more of the following:

  • The subscription was still active and the customer was aware of, and did not follow, your cancellation procedure
  • You already issued a refund to your customer
  • The customer withdrew the dispute

Unrecognized — the cardholder doesn't recognize the charge on their statement.

Explain and demonstrate one or more of the following:

  • The legitimate cardholder — or an authorized representative (such as an employee or family member) — did in fact make the payment
  • You already issued a refund to the cardholder
  • The customer withdrew the dispute or otherwise acknowledged they recognize the charge and filed the fraud dispute in error

A note on "the customer withdrew the dispute": To support this response, it is strongly recommended to provide written confirmation from the cardholder — an email, text message, or signed statement stating that they have contacted their bank to withdraw the dispute. Verbal acknowledgments without documentation are not sufficient evidence on their own.

When available, also include confirmation from the card-issuing bank that the withdrawal has been processed.

If you can't obtain written confirmation, you might consider choosing a different response based on what you can substantiate. The bank reviewing your case will weigh documented evidence far more heavily than an unsupported claim.

2. Product or service details

Provide a brief description of the product or service. Ideally, this should match exactly how it appears on the receipt. Keep this section concise and factual.

Examples:

Product or service details 12-Month Membership | Transaction #: 6265175

Product or service details Ashtanga | 3/12/2026 7:00 AM | Transaction #: 3144852

3. What type of product or service is this?

This is also a multiple-choice question. To complete it:

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

Select the option that most accurately reflects what the customer purchased.

Physical product — A tangible item that is shipped, handed to, or physically received by the customer.

Digital product or service — An electronically delivered product or online-only service, such as downloadable content, software, or virtual access.

Offline service — An in-person or real-world service provided outside of a digital delivery environment, such as appointments, memberships, training, wellness services, or classes.

Event — Admission, registration, or access tied to a scheduled event occurring on a specific date.

Booking or reservation — A scheduled appointment, reservation, or pre-arranged time slot for a future service or visit.

Other — Use when none of the listed categories reasonably match the product or service involved in the dispute. If selected, you must provide a brief description.

 

Example:

What type of product or service is this? Offline service

Depending on your responses, Stripe may require follow-up questions. 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

For the full list of evidence categories — Customer Communication, Customer Signature, Receipt, Refund & Cancellation Policy, Service Documentation, Credit Voucher, and Terms & Conditions — see Step 4 of the Chargebacks Quick Guide.

When you assemble your files, please follow these requirements:

  • Rename files so they clearly correspond to the evidence category being submitted.
  • Total file size must be under 5MB (aim for under 1MB per file).
  • CSV/Spreadshee, and EML file types are not accepted by Stripe. 
  • If submitting multiple documents under one evidence category, combine them into a single PDF to ensure everything is uploaded.
  • Ensure all screenshots are large, clear, and fully legible.

Important to Know

  • The processing bank will not request additional clarification once evidence is submitted. Their decision is based solely on the materials provided.
  • Stripe does not allow deadline extensions — there is no option to adjust this in the dashboard, even if requested.
  • Responses provided after the deadline cannot be submitted.

Need Help Finding Documentation?

If you're unsure where to locate supporting records, review our Evidence Resource Guide. It outlines specific areas in Walla, your website, and other tools that may help strengthen your dispute response.

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