Skip to main content

​
Review refund claims

The Resolution Center is where you can review and respond to customer refund claims.

​
How claims 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
    • The case appears in your Resolution Center
  3. You respond
    • Chat directly with the customer
    • Select Accept, Deny, or Request more info
  4. Whop or the merchant makes a decision
    • If you and the customer resolve the issue, the Resolution Center closes the case
    • If the case isn’t resolved or you don’t respond within seven days, Whop will step in and make a decision

​
Respond to a case

  1. Go to Dashboard > Resolution Center
  2. Select the case you want to manage
  3. 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 automatically sends cases without a response for seven days to its team. Responding fast shows you care and helps keep customers happy.

​
Set up auto respond for small refunds

You can set up automatic refunds for smaller claims:
  1. Go to Dashboard > Resolution Center
  2. Select Auto respond
  3. Pick the amount that triggers automatic refunds:
    • Enter the card amount under Auto-refund card payments below
    • Enter the PayPal amount under Auto-refund PayPal payments below
  4. (Optional) Add a custom message that customers will see when they get an automatic refund
Resolution Center cases for purchases made with financing options always receive automatic refunds. This applies to Splitit, Sezzle, Klarna, Afterpay, and Zip Pay. Automatic refunds protect your payments, keep your dispute rates low, and preserve your access to BNPL financing options. You don’t need to take action on these cases.

​
Escalations and appeals

If you don’t respond within 7 days:
  • Whop reviews the case and decides based on all available info
  • Whop notifies 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 again

​
Notifications

Whop will email you when:
  • A customer opens a new dispute
  • A customer replies to your request for more info
  • Someone resolves, escalates, or appeals 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

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, customers 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.
The Resolution Center accepts only fiat payments. Cryptocurrency payments through Coinbase Commerce don’t qualify because they’re irreversible and non-refundable.
Whop will either refund the customer on your behalf or credit the customer’s Whop Balance at no cost to you. Whop processes refunds automatically and clearly communicates the result to you and the customer through the case’s Resolution Center timeline.