> ## 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

The Resolution Center lets you respond to unhappy customers and handle refund requests. You can manage all Resolution Center cases from the **[Payments](https://whop.com/dashboard/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.

## How cases work

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

<Steps>
  <Step title="Customer opens a claim">
    They explain the issue and choose a reason. They can upload up to 3 files
    (screenshots, videos, receipts).
  </Step>

  <Step title="You receive a notification">
    Whop sends you an email and the case appears in your **Resolution Center**.
  </Step>

  <Step title="You respond">
    Chat directly with the customer and select **Accept**, **Deny**, or **Request more info**.
  </Step>

  <Step title="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.
  </Step>
</Steps>

## Respond to a case

<Steps>
  <Step title="Go to Resolution Center">
    Go to **Dashboard** > **Resolution Center**
  </Step>

  <Step title="Select the case">
    Select the case you want to manage
  </Step>

  <Step title="Take action">
    Select **Accept**, **Deny**, or **Request more info**
  </Step>
</Steps>

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>
  Whop's team automatically receives cases without a response after 7 days.
  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:

<Steps>
  <Step title="Go to Resolution Center">
    Go to **Dashboard** > **Resolution Center**
  </Step>

  <Step title="Select Auto respond">
    Select **Auto respond**
  </Step>

  <Step title="Set auto-refund thresholds">
    Choose the automatic refund thresholds under **Auto-refund card payments below** and **Auto-refund PayPal payments below**
  </Step>

  <Step title="Add a custom message (optional)">
    Add a custom message for customers who receive an automatic refund
  </Step>
</Steps>

<Info>
  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.
</Info>

## 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

## 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.

## Frequently asked questions

<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, a customer can open only one case per payment. After a case closes and
    no appeals remain, nobody can reopen it.
  </Accordion>

  <Accordion title="Can a customer open a case for a payment that has already been refunded?">
    No. A customer can't open a case for a refunded payment.
  </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 aren't eligible since they're
    irreversible and non-refundable.
  </Accordion>

  <Accordion title="What happens when Whop decides in favor of the customer?">
    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.
  </Accordion>
</AccordionGroup>