Chargebacks, evidence and pre-dispute alerts

How a chargeback reaches LatchPay

Whop is the party enrolled with the card networks, so a chargeback, its evidence deadline and the final decision come straight from your Whop business. LatchPay mirrors them on Chargebacks, shows the Shopify order it belongs to (the order is flagged in LatchPay with the dispute status), and files the evidence you enter back through the Whop API. Money only moves on Whop.

Statuses and deadlines

• Needs response: evidence can be filed until the deadline; the table shows the days left.
• Under review: evidence was submitted; Whop and the card network decide.
• Won, Lost, Closed: the outcome. The tiles count open disputes, alerts intercepted, won and lost.

The reason (fraudulent, product not received, duplicate charge, not recognised and so on) and the issuer's comments are shown from Whop's record. Home's "Needs attention" card warns about disputes that need evidence before the deadline.

Filing evidence

1. 1

   Open the dispute and fill in the form

   Text fields for the customer's name, email and billing address, what was bought, the delivery or service date, notes for the reviewer (tracking numbers go here), how the refund and cancellation policies were shown, why a refund was refused, and an access log for digital goods, each up to 20,000 characters.

2. 2

   Attach documents

   PDF, JPEG, PNG or WebP, 5 MB each, up to 10 per dispute, typed as shipping or delivery proof, messages with the customer, customer order history and so on. Files go to Whop's file store and are attached to the dispute.

3. 3

   Save draft, then Submit evidence

   Save draft can be repeated. Submit evidence is final: after it the evidence cannot be changed, and the status moves to Under review.

Pre-dispute alerts

Card issuers sometimes warn before a chargeback: an early fraud warning, a dispute alert or a rapid dispute resolution. They arrive by webhook, are listed under the disputes with the card brand, the amount, the filing time and whether Whop charged an alert fee, and flag the order with a dispute warning. A refund made in time usually stops the chargeback; LatchPay asks Whop for it automatically only when you switched that on in Fraud & risk (see How the fraud rules work).

Sync from Whop

The Whop webhooks keep the page current. The page also runs a sync when it loads, at most once every five minutes, and Sync from Whop forces one: every dispute of the business is read again (old ones can change status) and alerts since a day before the newest stored one. Alerts found by a sync are stored only; they never trigger an automatic refund.