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At Whop, we work to keep the platform safe and reliable for creators and customers. To do that, we use policies and procedures around disputes, risk assessments, and account actions. This article explains how those work.

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Resolution Center

The Resolution Center helps customers and creators resolve issues on the platform. Customers can request refunds for reasons such as:
  • Customer forgot to cancel subscription
  • Item not received
  • Significantly not as described
  • Product unacceptable or extremely poor quality
  • Unauthorized charge
Merchants can review the case, submit counter-evidence if needed, and choose to deny or accept and refund. Resolving through the Resolution Center helps avoid bank disputes or other escalations that can hurt your payment account health. If the merchant does not respond within 7 days, or if the customer appeals the merchant’s decision, Whop specialists will make a final decision. Customers have up to 120 days from the purchase date to open a case in the Resolution Center. After 120 days, they are no longer eligible to open a case.

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Dispute Risk Score

Whop cannot support businesses with a dispute rate above 2%. We provide tools to help you manage account health, including a Dispute Risk Score based on:
  • The number of customer disputes
  • Early dispute alerts (when we intercept a customer bank report before it becomes a formal dispute)
  • The number of Resolution Center cases opened by customers
The more dispute-related activity, the higher the score.

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Reserves

Reserves are holds on your balance to protect your account when we see elevated risk. If disputes or chargebacks occur and you do not have enough balance to cover them, your business can face penalties or shutdown. Reserves help protect your account so you avoid that situation. Using your Dispute Risk Score and other internal risk signals, we estimate the chargeback volume you may face. We set reserves so you have enough balance to cover that expected volume. Reserves are also used as a preventive measure when, for example, payment history is insufficient and we need to see consistent transaction behavior. Reserves are held for a maximum of 120 days — the window in which a customer can dispute a charge. Your Whop Payments account is reviewed regularly; if risk drops or your account is considered healthy, reserves can be released before 120 days.

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Suspensions

Accounts may be suspended for reasons including:
  • High Dispute Risk — If your Dispute Risk Score exceeds 5, your account may be suspended. Funds may be held in reserve for up to 120 days (the dispute window).
  • TOS violations — Violations of Whop’s Terms of Service can lead to suspension. Funds may be held for up to 120 days.
  • Negative balances — If your account has a negative balance, payouts may be suspended until the balance is recovered.

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TOS violations

Whop requires all content to comply with our Terms of Service (TOS). Violations can include:
  • Adult content (NSFW)
  • Illegal activities
  • IP infringement, copyright, IPTV services
  • Credit or funding offers
  • Unethical behavior
  • Violating third-party TOS
  • Extreme content (e.g., terrorism threats)
We use automated systems and live review to monitor store pages, reviews, user-generated content, and abuse reports. Violations can lead to content removal, strikes, or account suspension.

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Withdrawals and payment milestones

We review accounts at payment milestones (e.g., first payment, 1k,1k, 5k) to check compliance and manage risk. Accounts with low risk scores can have instant payouts; accounts with high risk scores or TOS violations may be suspended and placed on 100% reserve.

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How to avoid issues

  • Keep a low Dispute Risk Score — Encourage customers to use the Resolution Center and address concerns quickly.
  • Follow Whop’s TOS — Make sure all content meets our guidelines.
  • Keep your account in good standing — Avoid negative balances and respond to information requests promptly.
  • Resolve disputes early — Encourage use of the Resolution Center and handle disputes quickly.
  • Watch your metrics — Track the factors that affect your risk score so you can fix issues early.
  • Lower dispute rates — Provide clear policies and good customer service. Refund customers when appropriate; refunds reduce dispute rate, keep customers satisfied, and help keep your account healthy.
  • Manage reserves proactively — Resolve customer issues quickly and keep consistent account activity to avoid higher reserve levels. Providing payment documentation may help with reevaluation.

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If your account is affected

If your account is suspended or placed on reserve, you will be notified by email with the reason and next steps. You can contact our support team for help.