Refund more, and refund faster
This is the fastest lever you have.- Respond to open disputes and alerts now. Each pre-chargeback alert you resolve is a dispute that never lands on your rate. Configure an auto-refund threshold to refund small alerts automatically.
- Issue refunds when they’re deserved. A high dispute rate with a low refund rate means customers are choosing their bank over you. This usually happens because refunding felt slow or impossible. See how to issue refunds.
- Keep enough balance on hand to cover refunds instantly, so you never have to delay one.
Push customers to the Resolution Center
Most disputes happen because the customer didn’t know they could just ask you. The Resolution Center lets customers open a case and get a refund or a reply directly from you instead of calling their bank. Every case resolved there is a dispute that never happens.- Point unhappy customers to the Resolution Center in your product, your community, and your support replies.
- Respond to cases fast. You have 7 days before Whop steps in, but a fast response keeps customers from escalating to their bank.
- Set up automatic responses to handle small refund requests instantly.
Set clear expectations before payment
A large share of “fraudulent” and “not as described” disputes come from customers who felt surprised by the charge. Remove the surprise:- If it’s a recurring membership, make that unmistakable. State the rebill amount, the billing interval, and the renewal date before checkout, and make it obvious how to cancel. Customers who forget they subscribed dispute the rebill.
- Make your storefront match what you deliver. Don’t let your ads promise more than your product delivers.
- Never force a purchase. Pre-checked upsells and confusing free-trial-to-charge flows generate disputes from customers who genuinely feel they never agreed.
- Use a clear billing descriptor. If customers don’t recognize the name on their bank statement, they file a “fraudulent” dispute. You can customize your descriptor in your dashboard settings.
Be proactive with your customers
- Reach out when something goes wrong (a delayed delivery, an outage, a change to your offer) before the customer does.
- Answer messages and refund requests fast. Silence is the number one reason a “credit not processed” dispute gets filed.
- If you ship physical goods, add tracking to every order and set honest delivery estimates.
Keep strong policies on file
Clear policies both prevent disputes and help you win the ones you do get. Publish clear Terms of Service, refund, and cancellation policies, make them visible before checkout, and upload them as legal documents so Whop can include them automatically when you fight a dispute.Negative balances
Your balance can go negative if you have already withdrawn your funds and don’t have enough left to cover a dispute or refund. You can pay off a negative balance from the Balances page of your dashboard.FAQs
Do refunds count toward the dispute rate?
Do refunds count toward the dispute rate?
No. Refunds are the opposite of disputes. Issuing a refund removes a
potential dispute.
Will pausing sales fix the dispute rate?
Will pausing sales fix the dispute rate?
Not right away. Disputes lag behind sales, so your rate can actually rise
for a couple of weeks after you stop selling: you’ve stopped adding new
payments, but the disputes from older ones are still coming in. The
solutions on this page are reliable.
How does Whop remove controls from an account?
How does Whop remove controls from an account?
As your dispute rate comes down and your account recovers,
controls ease and lift
automatically. You don’t need to contact support.