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The Resolution Center lets you respond to unhappy customers and handle refund requests. You can manage all Resolution Center cases from the Payments tab of your dashboard. If you have open Resolution Center cases, you will see an Open resolutions button at the top of your screen. Select that button to access and handle the refund cases that require your response. You have 7 days from when a customer opens a Resolution Center case to respond. You can accept the case, deny the refund, or request more information from the customer. If you don’t respond within 7 days, Whop’s team will step in and make a decision.

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How cases work

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 and the case appears in your Resolution Center.
3

You respond

Chat directly with the customer and select Accept, Deny, or Request more info.
4

A decision is made

If you and the customer resolve the issue, Whop closes the case. If the case is not resolved or you don’t respond within 7 days, Whop will step in and make a decision.

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Respond to a case

1

Go to Resolution Center

Go to Dashboard > Resolution Center
2

Select the case

Select the case you want to manage
3

Take action

Select 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

Learn how to upload legal documents and policies to your whop.
Whop’s team automatically receives cases without a response after 7 days. Responding fast shows you care and helps keep customers happy.

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Set up auto respond for small refunds

You can set up automatic refunds for smaller claims:
1

Go to Resolution Center

Go to Dashboard > Resolution Center
2

Select Auto respond

Select Auto respond
3

Set auto-refund thresholds

Choose the automatic refund thresholds under Auto-refund card payments below and Auto-refund PayPal payments below
4

Add a custom message (optional)

Add a custom message for customers who receive an automatic refund
Resolution Center cases for purchases made with financing options are always automatically refunded. This applies to Splitit, Sezzle, Klarna, Afterpay, and Zip Pay. Automatic refunds help protect your payments, keep your dispute rates low, and preserve your access to BNPL financing options. Whop handles these refunds automatically, so you don’t need to act.

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Escalations and appeals

If you don’t respond within 7 days:
  • Whop reviews the case and decides based on all available info
  • Whop notifies both you and the customer 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 neither party can appeal it further

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Notifications

Whop will email you when:
  • A customer opens a new dispute
  • A customer replies to your request for more info
  • Whop resolves, escalates, or receives an appeal for a case
  • Whop makes a final decision
If you’re not getting emails from the Resolution Center, go to Dashboard > Settings > Notifications and turn on the Resolution Center toggle.

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Frequently asked questions

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, a customer can open only one case per payment. After a case closes and no appeals remain, nobody can reopen it.
No. A customer can’t open a case for a refunded payment.
Only fiat payments are eligible for the Resolution Center. Payments made with cryptocurrency via Coinbase Commerce aren’t eligible since they’re irreversible and non-refundable.
Whop either refunds the customer on your behalf or credits the customer’s Whop Balance. A balance credit doesn’t cost you. The Resolution Center timeline shows the result to you and the customer.