Resolution center

Manage refund requests before they turn into disputes

TheResolution center is where you can review and respond to customer refund claims.

How the Resolution center works

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
   • Click Accept, Deny, or Request more info

Whop automatically uploads user logs for every case. In these, you can see:

• When the user bought access to your Whop
• If they agreed to your Terms of Service and Refund policy
• If they claimed access to your Whop
• If they engaged with your Whop

4. A decision is made
   • If resolved between you and the customer, the case is closed
   • If the case is not resolves or you don’t respond within 7 days, Whop will step in and make a decision

How to respond to a Resolution center case

1. Go to Dashboard > Resolution center
2. Click the case you want to manage
3. Click 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.

Cases without a response for 7 days are sent to Whop’s team automatically. 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. Click Auto respond
3. Pick the amount for which auto-refunds are sent:
   • This can be set under Auto-refund card payments below
   • And Auto-refund PayPal payments below
4. (Optional) Add a custom message your customers will see when they get auto-refunded

Escalations and appeals

If you don’t respond within 7 days:

• Whop reviews the case and decides based on all available info
• Both you and the customer are notified 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 cannot be appealed further

Notifications

Whop will email you when:

• A customer opens a new dispute
• A customer replies to your request for more info
• A case is esolved, escalated, or appealed
• Final decisions are made

If you’re not getting emails from the Resolution center, go to Dashboard > Settings > Notifications and turn on the Resolution center toggle.

FAQs

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, only one case can be opened per payment. Once a case is closed and all appeals have been exhausted, the case cannot be reopened.

Can a customer open a case for a payment that has already been refunded?

No. When a payment is refunded, no further case can be opened.

Are all payments eligible for the Resolution center?

Only fiat payments are eligible for the Resolution center. Payments made with cryptocurrency via Coinbase Commerce are not eligible since they are irreversible and non-refundable.

What happens when Whop decides in favor of the customer?

Whop will either refund the customer on your behalf (which will be automatically processed) or decide to credit the customer’s Whop Balance (which you do not incur a cost for). The result will be clearly communicated to you and the customer through the Resolution center timeline for the case.