Manage disputes
When a customer disputes a charge with their bank, you can respond with evidence and manage the case from your dashboard. Whop’s Dispute fighter helps you track, get ahead of, respond to, and resolve disputes.
Credit card disputes happen when customers contact their bank or card issuer to challenge a payment they made to your whop.
What you need to know
- The disputed amount is immediately withdrawn from your balance so you can cover the cost if the dispute is lost
- You have 7–21 days to respond with proof via the Dispute fighter
- The bank’s decision typically takes 2–3 months — you can check status anytime in the Dispute fighter
- To respond: go to Dashboard > Dispute fighter
What happens when a dispute is filed
When a customer files a dispute:
- You’re notified instantly via the Dispute fighter
- The disputed amount is debited from your balance, plus a $15 dispute fee
- Whop auto-uploads key evidence (access logs, policy disclosures, customer info) into the Dispute fighter
- You can upload additional proof and submit your response from your dashboard
- Dispute status, outcome, and deadline are tracked in the Dispute fighter
Common reasons customers file disputes
- They don’t recognize the charge on their statement
- They think the transaction was fraudulent
- They’re unhappy with their purchase and aren’t aware of the Resolution Center
- They tried to cancel but got charged anyway
Managing a dispute
Winning a dispute depends on strong evidence. Respond in time to avoid an automatic loss.
How to view and manage disputes
You can monitor and manage all your disputes in the Dispute fighter:
Track response deadlines and outcomes from this main view.
How to respond to a dispute
When you get a dispute notification, act fast and submit your evidence before the deadline.
To fight a dispute:
Upload evidence
Upload your evidence and documentation, such as chat logs with the customer, product details and descriptions, cancellation policy, and refund policy
Each dispute shows a “Respond by” date under Status. Submit your evidence before this deadline or you’ll automatically lose the dispute.
What Whop automatically submits
Whop automatically uploads relevant files and user logs to strengthen your case:
Customer details
- Email address (proves they have an account)
- Customer name (confirms identity)
- Billing address (matches payment method to prove legitimate purchase)
Product details
- Purchase date (shows exactly when they bought)
- Description (proves what they purchased and agreed to)
- Access activity log showing when they bought access, if they agreed to Terms of Service and Refund policy, if they claimed access, and if they engaged with your content
Cancellation policy
- Policy disclosure (shows customer saw and agreed to cancellation rules)
- Your actual cancellation policy document
Refund policy
- Refund refusal explanation (explains why refund wasn’t given)
- Policy disclosure (proves customer knew refund rules before buying)
- Your actual refund policy document
Add your own evidence: beyond what Whop automatically includes, you can upload supporting evidence and customer communications to strengthen your case.
Dispute fees
- Whop immediately takes the disputed amount from your account
- You’re charged a $15 dispute fee
- The disputed funds are held during the investigation and returned if you win
If you win: The disputed amount is returned to your Whop balance.
If you lose: The customer receives their refund from their card issuer. The money was already deducted, so no additional funds are taken from your account.
How to win disputes
Set up early dispute alerts
Early dispute alerts give you advance warning when a customer is about to file a dispute, so you can resolve the issue before it becomes an official dispute that hurts your account.
How early dispute alerts work
- Early warning: When a customer starts a dispute, you’re notified immediately so you can resolve it before it becomes official on your record.
- Automatic refunds: Any transaction under your set amount can be automatically refunded, saving you from chargeback fees that can exceed the refund.
- Clearer transaction info: Each purchase can show on the customer’s bank statement with a clear description and website link, reducing confusion-based disputes.
To set it up:
When you’re new to Whop and don’t have healthy payment history yet, disputes can lead to reserves or account suspension. To keep your payments account healthy while you’re getting started, we’ll automatically refund any transactions under $500 that customers try to dispute. Once you’ve built healthy payment history, you can choose to turn early dispute alert refunds off or change the refund maximum.
The decision process
What card issuers look for in your evidence
- Proof of transaction: Clear records showing the customer sent the payment
- Delivery proof: Evidence you gave them what they paid for
- Customer chats: Any messages between you and the customer
- Terms of Service: Proof the customer agreed to your terms
- Return policy: Your clearly written return policy
Even with Whop’s help, the card issuer has the final call on whether you win or lose the dispute.
Reserves and account health
High dispute rates or unresolved Resolution Center cases can lead to reserves on your balance. To keep your account healthy and dispute rates low, see Managing dispute rates.
FAQs
How long do I have to respond to a dispute?
Each dispute has a deadline shown under Status in the Dispute fighter. Response times vary, so check them individually.
How do I increase my chances of winning?
Provide evidence that directly answers the customer’s complaint. Upload clear policies, show proof they received and used your product, and include screenshots of them using your service.
Why did I lose a dispute?
The customer’s bank makes the final decision, not Whop. Banks review all evidence you submit through the Dispute fighter, but they decide the outcome. Whop gives you every tool to win, but we can’t control the bank’s decision.
Can a customer dispute the same payment multiple times?
Yes, but it’s rare. Card companies and payment processors allow this. Fight each dispute fully using the Dispute fighter, even if it’s the same purchase.
Can I refund a disputed payment?
If it’s become a full chargeback, you can’t refund it. If the customer contacts their bank and cancels the dispute, then you can give them a refund.
Why is the dispute amount different from what the customer originally paid?
The dispute amount can differ for several reasons: - Currency changes — Exchange rates shift between when they paid and when they disputed - Partial disputes — Customer only disputes part of what they bought - Multiple charges — Card issuer combines several disputed payments into one - Partially refunded payments — Customer disputes the full amount even after getting some money back
Why can't I respond to a dispute?
Some disputes you automatically lose and can’t challenge: - Certain fraud cases (depending on the card company) - Disputes from some countries due to local laws - Cases where the card issuer won’t accept evidence
Do I need to submit evidence if the customer cancels their dispute?
Yes, you still need to submit evidence.