Roles in Handling Chargebacks | Walla Support Center

A chargeback involves several parties, each with a distinct role in the process. Understanding who does what helps you know where you fit, what's expected of you, and who makes the final call. It also helps to know that not everyone involved ever speaks directly to each other since the process moves through channels, and Walla is one of them.

A Note on Terminology

Two terms that are easy to mix up:

• Cardholder — the person whose card was charged and who filed the dispute with their bank. This is always the person who initiated the chargeback.
• Client — the person who booked or attended the service in Walla. The client and the cardholder are not always the same person. A parent may have paid for a child's class. A partner, friend, or ex may have been the one whose card was on file. In some cases the card was saved on the wrong account or was used without the cardholder's knowledge.

This distinction matters when you're gathering evidence. The name on the receipt in Walla may not match the name on the dispute.

The Cardholder

The cardholder starts the process — nothing moves until they do.

• Files the dispute directly with their bank
• Provides their reason for the dispute and any supporting claims to the bank
• Can withdraw the dispute with their bank, but this does not reverse any Stripe fees already assessed as a result of the chargeback being filed

💡 Pro Tip: If a cardholder tells you they plan to withdraw the dispute, ask them to confirm it in writing. That communication becomes evidence.

The Bank / Card Provider

The bank is the decision maker — and it operates independently.

• Receives the dispute from the cardholder
• Reviews all evidence submitted through Stripe
• Makes the final ruling: the charge is either upheld in your favor or reversed in the cardholder's favor

💡 Pro Tip: The bank's decision is not influenced by Walla or Stripe. Strong, clear evidence submitted on time is your best and only lever.

Stripe

Stripe is the processor and the messenger — not the decision maker.

• Processes the chargeback through their system
• Collects your evidence and submits it to the cardholder's bank
• Provides Walla Support with dispute status and response deadlines

Walla Support

Walla is your point of contact throughout the process.

• Notifies you when a chargeback has been filed and action is required
• Answers questions and helps you understand what's needed
• Receives your response and evidence and submits it to Stripe on your behalf
• Confirms once your response has been submitted

Walla is not able to influence the outcome or advise on dispute strategy. What we can do is make sure your response gets where it needs to go, on time and in the right format.

The Merchant — That's You

Your role is the most important one in determining the outcome.

• Decide whether to Counter or Accept the chargeback
• Gather clear, organized evidence if you choose to Counter
• Respond before the deadline — deadlines cannot be extended
• Maintain records of transactions, communications, policies, and receipts

For exactly what to send and how to format it, see the Stripe Chargeback Claim Template.