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# Resolution Center

> Manage refund requests before they turn into disputes

The Resolution Center lets you respond to unhappy customers and action refund requests. All Resolution Center cases can be actioned from the **[Payments](https://whop.com/dashboard/payments/)** tab of your dashboard.

If you have any open Resolution Center cases (refund requests), you will see a button at the top of your screen that says "X open resolutions". You can click that button to directly access and action the refund cases that require your response.

You have 7 days from the time a Resolution Center case is opened to respond to the request. You can choose to accept the case, deny the refund, or request more information from the customer. If you do not respond within 7 days, Whop's team will step in and make a decision.

## How the Resolution Center works

Here's what happens when a customer opens a claim:

#### Customer opens a claim

They explain the issue and choose a reason. They can upload up to 3 files
(screenshots, videos, receipts).

#### You receive a notification

Whop sends you an email and the case appears in your **Resolution Center**.

#### You respond

Chat directly with the customer and click **Accept**, **Deny**, or **Request
more info**.

#### A decision is made

If resolved between you and the customer, the case is closed. If the case is
not resolved or you don't respond within 7 days, Whop will step in and make
a decision.

## How to respond to a Resolution Center case

#### Go to Resolution Center

Go to **Dashboard** > **Resolution Center**

#### Select the case

Click the case you want to manage

#### Take action

Click **Accept**, **Deny**, or **Request more info**

You can upload any proof in your response, so make sure to have solid Terms of Service and Return policy.

#### [Upload legal documents](/manage-your-business/manage-business/legal-documents)

Learn how to upload legal documents and policies to your whop.

> **Tip**
>
> Cases without a response for 7 days are sent to Whop's team automatically.
> Responding fast shows you care and helps keep customers happy.

## Set up auto respond for small refunds

You can set up automatic refunds for smaller claims:

#### Go to Resolution Center

Go to **Dashboard** > **Resolution Center**

#### Click Auto respond

Click **Auto respond**

#### Set auto-refund thresholds

Pick the amount for which auto-refunds are sent — this can be set under **Auto-refund card payments below** and **Auto-refund PayPal payments below**

#### Add a custom message (optional)

Add a custom message your customers will see when they get auto-refunded

> **Info**
>
> Resolution Center cases for purchases made with financing options are always
> automatically refunded. This applies to Splitit, Sezzle, Klarna, AfterPay, and
> Zip Pay. - Auto-refunds help protect your payments - Keep your dispute rates
> low - Preserve your access to BNPL financing options Since these cases are
> refunded automatically, no action is required on your end.

## Escalations and appeals

**If you don't respond within 7 days:**

* Whop reviews the case and decides based on all available info
* Both you and the customer are notified of the outcome

**Appeal process:**

* If either you or your customer disagrees with a decision, either party can appeal
* Whop will review the case again
* That decision is final and cannot be appealed further

## Notifications

Whop will email you when:

* A customer opens a new dispute
* A customer replies to your request for more info
* A case is resolved, escalated, or appealed
* Final decisions are made

If you're not getting emails from the Resolution Center, go to **Dashboard** > **Settings** > **Notifications** and turn on the **Resolution Center** toggle.

## FAQs

#### How many cases can a customer open?

Customers can open a case within 120 days of each payment they've made. For
example, if a customer has made three payments, they can open three cases.
However, only one case can be opened per payment. Once a case is closed and
all appeals have been exhausted, the case cannot be reopened.

#### Can a customer open a case for a payment that has already been refunded?

No. When a payment is refunded, no further case can be opened.

#### Are all payments eligible for the Resolution Center?

Only fiat payments are eligible for the Resolution Center. Payments made
with cryptocurrency via Coinbase Commerce are not eligible since they are
irreversible and non-refundable.

#### What happens when Whop decides in favor of the customer?

Whop will either refund the customer on your behalf (which will be
automatically processed) or decide to credit the customer's Whop Balance
(which you do not incur a cost for). The result will be clearly communicated
to you and the customer through the Resolution Center timeline for the case.