Stripe Chargeback Claim Template | Walla Support Center
A step-by-step template for responding to a chargeback dispute through Walla Support
When a chargeback is filed, Stripe asks three primary questions before evidence is submitted. This guide explains each question in detail, shows you exactly what to select, and walks you through what to attach. You do not need a Stripe login — send everything to Walla Support and we handle the submission for you.
The Three Questions
Stripe's dispute center asks three questions. One answer each. No essays.
Question 1: Why should you win this dispute?
What it's asking: Select the single reason that best explains why the dispute should be ruled in your favor.
Why it exists: This tells the card network the primary basis for your counter and frames the entire dispute for review.
Select one:💡 Pro Tip: One answer only. If more than one applies, pick the strongest one.
- The cardholder withdrew the dispute
- The cardholder was refunded
- The refund or cancellation request was made after the date allowed by your terms
- The cardholder received a credit or voucher
- The cardholder received the product or service
- Other (if selected, provide a brief explanation)
Question 2: Product or service details
What it's asking: A brief, specific description of what was purchased — including the transaction number, date, class name, membership type, or any other identifiers that tie the response to the correct transaction.
Why it exists: This gives the bank a clear reference point. Vague descriptions slow the process down or weaken your case.
💡 Pro Tip: Copy the description directly from the client's receipt in Walla — it already has the class name, date, and transaction number ready to go.
Format it like this:
12-Month Membership | Transaction #: 6265175No Show Fee for ANAEROBIX | Transaction #: 1748292Ashtanga | 3/12/2025 7:00 AM | Transaction #: 3144852
Question 3: What type of product or service is this?
What it's asking: Select the category that best describes what was sold.
Why it exists: This helps the card network understand the nature of the transaction, which affects how your evidence is evaluated.
💡 Pro Tip: Most fitness services fall under Offline Service, Event, or Booking or reservation. Pick the one that most closely matches how the client purchased it.
Select one:
- Physical product
- Digital product or service
- Offline service
- Event
- Booking or reservation
- Other (if selected, provide a brief explanation)
Evidence to Attach
💡 Pro Tip: Stripe allows only one file upload per evidence category. If you have five emails, you must combine these into one PDF. If you have three waivers, those become one PDF. Each category gets its own single file — do not mix categories together. Combine and label clearly before you send.
Submit evidence as PDF, JPEG, or PNG only. XLSX, CSV, and other file types are not accepted.
Stripe's total file size limit is 5MB across all attachments combined. If your files exceed that, consolidate before sending. For example: three separate email screenshots become one PDF. Four attendance log pages become one PDF.
| Evidence Type | What to Include |
|---|---|
| Customer Communication | Emails, SMS messages, or any attempts to resolve the issue directly |
| Customer Signature | Signed waivers, contracts, or attendance logs |
| Receipt | PDF from the client's Transactions tab in Walla |
| Refund & Cancellation Policy | The policy as agreed to by the client at purchase |
| Service Documentation | Screenshots or PDFs showing attendance or account activity |
| Credit Voucher | Proof of account credit if a refund was issued that way |
| Terms & Conditions | PDF of applicable terms agreed to at purchase |
File checklist before you send:
- Content is legible
- File is clearly labeled
- Format is PDF, JPEG, or PNG
- Total size of all files combined is under 5MB
How to Format Your Response to Walla
Copy this template into your reply to the Walla Support chargeback email. Fill in your answers and attach your evidence files.
Hi Walla, we have decided to [Accept / Counter] the chargeback dispute.
Why should you win this dispute? [Paste your selection here]
Product or service details: [Paste your description here]
What type of product or service is this? [Paste your selection here]
Additional information (optional but recommended): [Include any context that supports your case — keep it brief and factual]
📎 [Attach evidence files here]
Example Response
Hi Walla, we have decided to Counter the chargeback dispute.
Why should you win this dispute? The cardholder received the product or service
Product or service details: Yin Yoga | 2/21/2026 9:00 AM | Transaction #: 8452193
What type of product or service is this? Booking or reservation
Additional information: The membership remained active during the disputed period. The cardholder had full access to book and attend classes but did not cancel or request a refund. Attached evidence includes attendance records, communication attempts, and the agreed-upon cancellation policy.
📎 Cancellation Policy
📎 Service Documentation
📎 Customer Communication
A Note on Deadlines
Chargeback response deadlines are set by the card issuer and cannot be extended by Walla or Stripe. Missing a deadline is treated as acceptance of the dispute. When you receive a chargeback email, respond promptly.
A Note on Our Role When a chargeback lands in your inbox, we're here to help you through it. Walla will notify you when a dispute is filed, answer your questions, and submit your response to Stripe once you've sent it over. Learn more. Once submitted, we'll let you know it's in Stripe's hands. From there, the card network makes the call — that part is outside of our control, and all fees or funds deducted remain the responsibility of the merchant. Do your best, submit what you have, and let the process do its thing.
For additional guidance, start with the Chargeback Disputes FAQ.
For advanced evidence strategies, Stripe's support pages are the best external resource.