--- title: When a Customer Says They’ve Withdrawn a Dispute | Walla Support Center description: when a customer says they've withdrawn a dispute... --- [Skip to content](https://support.hellowalla.com/when-a-customer-says-theyve-withdrawn-a-dispute-walla-support-center#main-content) English Show submenu for translations ![](https://support.hellowalla.com/hs-fs/hubfs/38f9ee9b-2f6d-4610-a5d6-e421204ef62d.png?width=120&height=35&name=38f9ee9b-2f6d-4610-a5d6-e421204ef62d.png) Open main navigation Close main navigation - English Show submenu for translations How can we help you? - There are no suggestions because the search field is empty. 1. [Walla Knowledge Base](https://support.hellowalla.com/?hsLang=en) 2. [Payments](https://support.hellowalla.com/payments?hsLang=en) June 18, 2026 # When a Customer Says They’ve Withdrawn a Dispute | Walla Support Center Learn how a customer withdrawing a dispute affects the case and what steps you need to take to protect your account. ### **Quick Summary** If a customer says they’ve withdrawn a dispute, the case does not automatically close. The cardholder’s bank still must process and formally resolve the dispute, and a response must be submitted to Stripe to avoid an automatic loss. As Stripe is integrated with your Walla account, you will need to respond to the Walla dispute notification directly for this. **Do not contact Stripe Support** as they will redirect you to Walla Support. Before the Stripe dispute deadline, you must either: \- **Submit evidence** — provide any supporting documentation so the bank can review your case. \- **Take no action** — if no evidence is submitted, the dispute automatically closes as a loss, and the disputed amount is removed from your account. In all cases, Stripe’s $15 dispute fee applies once the dispute is created, regardless of the outcome. ### **IMPORTANT NOTE** When a dispute (chargeback) is created, Stripe applies a standard fee (typically $15). This fee is applied as soon as the **cardholder’s bank initiates** **the dispute,** not based on the outcome. The fee covers costs incurred by the **bank and card network** to process the dispute. That fee applies in all cases — won, lost, or withdrawn. ### **How Disputes Are Processed** Disputes are managed by the **cardholder’s bank and card network**—not by Walla or Stripe. A dispute remains open until one of the following occurs: - **No response is submitted by the deadline** - The dispute automatically closes as **“Evidence deadline missed”** - This is recorded as a loss - **Evidence is submitted and reviewed** - The **cardholder’s bank** evaluates the case in accordance with card network rules - A final decision is issued after review Even if a customer states they’ve withdrawn the dispute, the **cardholder’s bank** must still formally process and close the case. Final outcomes are determined by the cardholder’s bank. Walla’s role is to relay the status and outcome as shown in the Stripe dispute dashboard. ### **If No Evidence Is Submitted** If no evidence is submitted before the deadline, the dispute automatically closes as **“Evidence deadline missed”** and is recorded as a loss in Stripe. Walla can only reference the status and outcome provided by Stripe; disputes are controlled by the cardholder’s bank and card network, and Walla cannot intervene outside this process. ### **If Your Customer Has Withdrawn the Dispute** If your customer confirms they’ve withdrawn their dispute, you have two options: ### **Option 1: Submit Evidence** - You can request that Walla counter the dispute using the reason: *“The cardholder withdrew the dispute”* - Provide supporting documentation (e.g., email, SMS confirmation, or official communication from the bank) - The dispute will proceed through the cardholder’s bank review process - The case remains open until the bank finalizes the outcome **Timeline:** Typically 14–60+ days, depending on the bank and card network ​ **Outcome:** - If the bank rules in your favor → disputed amount is returned to your merchant account; Stripe’s $15 dispute fee still applies - If the bank rules in the cardholder’s favor → disputed amount lost; Stripe’s $15 dispute fee + Stripe's $15 Counter fee is assessed ### **Option 2: Take No Action** - If you choose not to respond, Stripe automatically updates the dispute status to *Lost – Evidence deadline missed* **Timeline:** Immediate update in Stripe within the next business day ​ **Outcome:** - Disputed amount lost; Stripe’s $15 dispute fee is assessed ### **Providing Proof After the Deadline** If you receive documentation confirming the dispute was withdrawn after the response deadline (e.g., official communication from the **cardholder’s bank**), you can share this with Walla. Our team can review the case in Stripe and determine whether any follow-up actions or remediation may be available. ### **Key Takeaways** - A customer stating they withdrew a dispute does **not** close the case - Submitting evidence is the only way to contest the dispute - Not responding in Stripe always results in an automatic loss - Stripe’s $15 dispute fee applies once a dispute is created, regardless of outcome - [Getting Started with Walla](https://support.hellowalla.com/getting-started-with-walla?hsLang=en#main-content) - [🤝 Onboarding](https://support.hellowalla.com/getting-started-with-walla?hsLang=en#onboarding) - [Migrations](https://support.hellowalla.com/getting-started-with-walla?hsLang=en#migrations) - [Products](https://support.hellowalla.com/products?hsLang=en) - [Branded App](https://support.hellowalla.com/branded-app?hsLang=en) - [Classes](https://support.hellowalla.com/classes?hsLang=en) - [Managing Your Studio](https://support.hellowalla.com/managing-your-studio?hsLang=en) - [Integrations](https://support.hellowalla.com/integrations?hsLang=en) - [Enrollments](https://support.hellowalla.com/enrollments?hsLang=en) - [WallaPredict](https://support.hellowalla.com/wallapredict?hsLang=en) - [Franchise Features](https://support.hellowalla.com/franchise-features?hsLang=en) - [Clients](https://support.hellowalla.com/clients?hsLang=en) - [Sales & Marketing Center](https://support.hellowalla.com/sales-marketing-center?hsLang=en#main-content) - [Sales Pipeline](https://support.hellowalla.com/sales-marketing-center?hsLang=en#sales-pipeline) - [Conditions](https://support.hellowalla.com/sales-marketing-center?hsLang=en#conditions) - [Builds](https://support.hellowalla.com/sales-marketing-center?hsLang=en#builds) - [Google and Meta Integration](https://support.hellowalla.com/sales-marketing-center?hsLang=en#google-and-meta-integration) - [Journeys and Audiences](https://support.hellowalla.com/sales-marketing-center?hsLang=en#journeys-and-audiences) - [Virtual](https://support.hellowalla.com/virtual?hsLang=en) - [Payments](https://support.hellowalla.com/payments?hsLang=en#main-content) - [💰 Payments](https://support.hellowalla.com/payments?hsLang=en#payments) - [Walla App](https://support.hellowalla.com/walla-app?hsLang=en) - [Packs & Plans](https://support.hellowalla.com/packs-plans?hsLang=en) - [Appointments](https://support.hellowalla.com/appointments?hsLang=en) - [For Studio Clients](https://support.hellowalla.com/for-studio-clients?hsLang=en#main-content) - [Using the Walla App](https://support.hellowalla.com/for-studio-clients?hsLang=en#using-the-walla-app) - [Your Walla Login](https://support.hellowalla.com/for-studio-clients?hsLang=en#your-walla-login) - [Using Walla Widgets](https://support.hellowalla.com/for-studio-clients?hsLang=en#using-walla-widgets) - [Staff](https://support.hellowalla.com/staff?hsLang=en) - [Reports](https://support.hellowalla.com/reports?hsLang=en) - [Client Communication](https://support.hellowalla.com/client-communication?hsLang=en) - [Memberships](https://support.hellowalla.com/memberships?hsLang=en) - [Walla Websites](https://support.hellowalla.com/walla-websites?hsLang=en) - [Walla FAQ's](https://support.hellowalla.com/walla-faqs?hsLang=en) - [Walla Customer Service](https://support.hellowalla.com/walla-customer-service?hsLang=en) - [Walla Subscription](https://support.hellowalla.com/walla-subscription?hsLang=en) - [Merchant](https://support.hellowalla.com/merchant?hsLang=en) - [Widgets](https://support.hellowalla.com/widgets?hsLang=en) - [Retention Suite](https://support.hellowalla.com/retention-suite?hsLang=en) [![walla-logo-120px](https://support.hellowalla.com/hs-fs/hubfs/walla-logo-120px.png?width=120&height=35&name=walla-logo-120px.png "walla-logo-120px")](https://www.hellowalla.com/) [mailto:support@hellowalla.com](mailto:support@hellowalla.com) Copyright © 2026, Walla Software