The Resolution 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:
Customer opens a claim
They explain the issue and choose a reason
They can upload up to 3 files (screenshots, videos, receipts)
You receive a notification
Whop sends you an email
The case appears in your Resolution center
You respond
Chat directly with the customer
Click Accept, Deny, or Request more info
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
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
How to respond to a Resolution center case
Go to Dashboard > Resolution center
Click the case you want to manage
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.
Cases without a response for 7 days are sent to Whop’s team automatically. Responding fast shows you care and helps keep customers happy.
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
Resolution Center cases for purchases made with financing options are always automatically refunded.
This applies to Splitit, Sezzle, Klarna, AfterPay, and Zip Pay.
Auto-refunds help protect your payments
Keep your dispute rates low
Preserve your access to BNPL financing options
Since these cases are refunded automatically, no action is required on your end.
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?
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?
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?
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?
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.