Resolution Center

At Whop, we understand the importance of clear and efficient communication, especially when it comes to solving issues between our creators and their users. We're thrilled to introduce the Resolution Center - an essential feature designed to simplify dispute resolutions and maintain the integrity of your business.

How Does the Resolution Center Work?

Opening a Case

When a user experiences an issue, they can open a claim through their hub by selecting the "Manager membership" button.

The user can then specify the issue type, add a description for why they are opening the claim, and they can upload up to three (3) files as supporting evidence. These files could include screenshots, videos, a receipt, or any other relevant information.

Communication Process

Once a claim is opened, you as the creator will receive a notification via email. The Resolution Center then serves as a communication hub where you and your user can exchange information, clarify misunderstandings, and ideally, find a resolution. As a creator, you can choose to accept the case, deny the case, or request more information from the user. You can also upload up to three (3) files as supporting evidence in response to the user.

Navigating the Resolution Center

The Resolution Center offers a transparent timeline view of each case, showing all status changes and communications. You'll see any updates from the customer, yourself, or the Whop team, if applicable.

Escalation to Whop

If a case isn't responded to within seven days, it will be automatically escalated to the Whop team for review. We will analyze the information provided by both parties and make a fair decision.

Appealing the Decision

Should either you or your user disagree with Whop's decision, there's an option to appeal the decision. The case will then be escalated to the Whop team for final review.

Email Notifications

To keep you informed at every step, Whop will send email updates when a customer opens a dispute, replies to a request, or when a case status changes.

FAQ

How many cases can a customer open?

  • A user can open a case within 30 days of each payment they've made. For example, if a user 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, they cannot. If the payment has been refunded, the user does not have a reason to open a case.

Are all payments eligible for the Resolution Center?

  • Only fiat payments made through either Stripe or PayPal are eligible for the Resolution Center. Payments made with cryptocurrency or via Coinbase Commerce are not eligible since they are irreversible / non-refundable.

What happens when Whop decides in favor of the customer?

  • Whop will either refund the user on your behalf (which will be automatically processed) or decide to credit the user with Whop Credits (which you do not incur a cost for). The result will be clearly communicated to your and the user through the resolution center timeline for the case.

Get Started

To view your company's resolution center, head to whop.com/dash/resolution-center/

💡 Looking for more help? Reach-out to our 24/7 live chat support team here.