> ## 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

# 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.

<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 automatically sends cases without a response for seven days to its team.
  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:

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

<Info>
  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.
</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 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

<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, customers 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?">
    The Resolution Center accepts only fiat payments. Cryptocurrency payments
    through Coinbase Commerce don't qualify because they're irreversible and
    non-refundable.
  </Accordion>

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