> ## Documentation Index
> Fetch the complete documentation index at: https://docs.whop.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Resolution Center

> Manage refund requests before they turn into disputes

# Resolution Center

The **Resolution Center** is where you can review and respond to customer refund claims.

## How the Resolution Center works

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

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

2. **You receive a notification**
   * Whop sends you an email
   * The case appears in your **Resolution Center**

3. **You respond**
   * Chat directly with the customer
   * Click **Accept**, **Deny**, or **Request more info**

4. **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

1. Go to **Dashboard** > **Resolution Center**
2. Click the case you want to manage
3. 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.

<Card title="Upload legal documents" icon="file-circle-check" href="/manage-your-business/manage-business/legal-documents">
  Learn how to upload legal documents and policies to your whop.
</Card>

<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.
</Tip>

## Set up auto respond for small refunds

You can set up automatic refunds for smaller claims:

1. Go to **Dashboard** > **Resolution Center**
2. Click **Auto respond**
3. 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**
4. (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.
</Info>

## 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

<AccordionGroup>
  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>
</AccordionGroup>