What is the Resolution Center?
TLDR: the Resolution Center is where you can approve or deny refund requests from your users!
To find and respond to a new resolution center case:
Head to your dashboard.
Under Finances, click Resolution center.
Here, you will have see a list of pending refund requests that you need to respond to. To see previous refund requests that are now closed, click Case State in the upper lefthand corner and toggle off both statuses.
As a creator, you can choose to either accept the case, deny the case, or request more information from the user. You can also upload up to three (3) files as supporting evidence in response to the user.
The primary objective of the Resolution Center is to resolve refund requests between creators and customers before they escalate to disputes (AKA chargebacks). We recognize the significance of trust in any relationship, and by offering a structured process to address disputes, everyone can have peace of mind when using our platform.
How Does the Resolution Center Work?
When a user experiences an issue, they can open a claim through their membership portal.
The user can then specify the issue type, add a description for why they are opening the claim, and they can upload up to three (3) files as supporting evidence. These files could include screenshots, videos, a receipt, or any other relevant information.
Once a claim is opened, you as the creator will receive a notification via email. The Resolution Center then serves as a communication hub where you and your user can exchange information, clarify misunderstandings, and ideally, find a resolution.
Escalation to Whop
If a case isn't responded to within seven days, it will be automatically escalated to our team for review. We will analyze the information provided by both parties and make a fair decision.
Appealing the Decision
Should either you or your user disagree with a decision, there's an option to appeal the decision. The case will then be escalated to the Whop team for final review.
Email Notifications
To keep you informed at every step, Whop will send email updates when a customer opens a dispute, replies to a request, or when a case status changes.
FAQ
Q: How many cases can a customer open?
A: Users can open a case within 30 days of each payment they've made. For example, if a user 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.
Q: Can a customer open a case for a payment that has already been refunded?
A: No, they cannot. If the payment has been refunded, the user does not have a reason to open a case.
Q: Are all payments eligible for the Resolution Center?
A: Only fiat payments made through either Stripe or PayPal are eligible for the Resolution Center. Payments made with cryptocurrency or via Coinbase Commerce are not eligible since they are irreversible / non-refundable.
Q: What happens when Whop decides in favor of the customer?
A: Whop will either refund the user on your behalf (which will be automatically processed) or decide to credit the user with Whop Credits (which you do not incur a cost for). The result will be clearly communicated to your and the user through the resolution center timeline for the case.