At Whop, we strive to create a safe and reliable platform for both creators and customers. To maintain this environment, we have policies and procedures in place regarding disputes, risk assessments, and account actions. This article will help you understand these processes.
Resolution Center
Our Resolution Center is designed to help customers and creators resolve issues directly on the platform. Customers can request refunds for various reasons, such as:
Forgot to cancel
Item not received
Significantly not as described
Product unacceptable
Unauthorized charge
Specialists review each case and make a decision, acting as a mediator between the customer and creator.
Dispute Risk Score
A creator's Dispute Risk Score is calculated based on several factors, including:
The number of disputes they've had
Early dispute alerts
The number of Resolution Center cases opened by customers
The more dispute-related activity, the higher the score. We have thresholds in place to manage risk.
Reserves
To protect against potential losses from disputes and chargebacks, we may place reserves on a creator's account. The reserve percentage is determined by the Dispute Risk Score.
Dispute Risk Score 2-3: 25% reserve placed on their balance. Funds held for 30 days per transaction.
Dispute Risk Score 3-4: 50% reserve placed on their balance. Funds held for 30 days per transaction.
Dispute Risk Score 4-5: 75% reserve placed on their balance. Funds held for 90 days per transaction.
Dispute Risk Score 5+: 100% reserve placed on their balance. Funds held for 90 days per transaction and potential account suspension.
Suspensions
Accounts may be suspended for various reasons, including:
High Dispute Risk: If a creator's Dispute Risk Score exceeds 5, their account may be suspended. Funds will be held in reserve for at least 90 days.
TOS Violations: Violations of Whop's Terms of Service can lead to account suspension. Funds may be held for 90 days.
Negative Balances: If an account has a negative balance, payouts may be suspended until the balance is recovered. Accounts with balances below -$500 for more than 72 hours may be suspended if recovery fails.
TOS Violations
Whop is committed to ensuring all content is compliant with our Terms of Service (TOS). Violations can include:
Content that is not suitable for work (NSFW)
Illegal activities
IP Infringement, Copyright, IPTV
Unethical behavior
Violating 3rd Party TOS
Extreme content (i.e. terrorism threats)
We use both AI and specialists to monitor content on store pages, reviews, UGC (user-generated content), and abuse reports. Violations can lead to content removal, strikes, or account suspension.
Withdrawals and Payment Milestones
We review accounts when they reach payment milestones (e.g., first payment, $1k, $5k, etc.) to ensure compliance and manage risk. "Good" accounts with low risk scores have instant payouts enabled, while "bad" accounts with high risk scores or TOS violations may be suspended and placed on 100% reserve.
How to Avoid Issues
Maintain a low Dispute Risk Score: Encourage customers to use the Resolution Center and address concerns promptly.
Adhere to Whop's TOS: Ensure all content is compliant with our guidelines.
Keep your account in good standing: Avoid negative balances and respond to requests for information promptly.
If Your Account is Affected
If your account is suspended or placed on reserve, you will be notified and provided with information about the reason and next steps. You can contact our support team for assistance.
We hope this article helps you understand our policies and procedures. If you have any further questions, please don't hesitate to contact our support team.