PayPal Disputes & Chargebacks
PayPal lesson payments are not live yet. For live Stripe disputes, see Stripe Disputes & Chargebacks.
When you accept payments through PayPal on Voilà, you are the Merchant of Record (MoR) for those lesson payments. This page explains what that means and what you are responsible for if a student disputes a charge.
You Are the Merchant of Record
Students pay your connected PayPal Business account — not Voilà's. Legally, you are the seller of the tutoring service.
- Lesson payments go to your PayPal account and are paid out on your PayPal schedule.
- Voilà is the platform, not the seller of your lessons. Voilà takes zero commission on 1:1 lesson payments. Group lessons have a 15% platform fee per seat. Platform fees for recording and AI tools are billed separately — see Subscription & Billing.
When you connect PayPal, you agree that:
- Payments from students are processed directly through your PayPal account.
- You are the Merchant of Record and responsible for any disputes.
- Refunds follow your cancellation policy and Voilà's payment flows. Tutor-initiated cancellations refund automatically.
- Voilà may provide booking confirmations, meeting attendance, and transaction history to assist with dispute resolution.
What You Are Responsible For
| Topic | Your responsibility |
|---|---|
| Chargebacks / disputes | Respond in the PayPal Resolution Center before the deadline. PayPal decides the outcome based on the evidence you submit. |
| Refunds | Follow your cancellation policy and Voilà's payment flows. See Payments. |
| PayPal balance | Disputed amounts may be held or debited from your PayPal balance while the dispute is open, per PayPal's rules. |
| Submitting evidence | You upload evidence to PayPal. Voilà does not submit the dispute on your behalf. |
Students typically open disputes through PayPal or their card issuer. The dispute appears in your PayPal account because the charge was on your connected account.
What Voilà Does When a Dispute Opens
Voilà emails you at your account address when it is aware of a PayPal dispute, with the student, amount, and what we know about the reason. You open PayPal and respond there.
Evidence ZIP packs and Open in Stripe banners are for Stripe Connect disputes. Do not upload those packs to Stripe for a PayPal charge — respond in PayPal.
What to Do Step by Step
- Read the Voilà email — note the student, amount, and reason.
- Open the dispute in PayPal — use Settings → Payments → Open PayPal Dashboard, then the Resolution Center.
- Add evidence — cancellation policy, lesson notes, attendance, messages, and anything PayPal asks for.
- Submit before the deadline — PayPal enforces the cutoff.
For PayPal's own guidance, see PayPal's dispute documentation.
Need Help?
Voilà can help you find booking and attendance records, but you own the dispute in PayPal. Contact hello@voila.fun if you need help locating a record.
Related
- Overview — how PayPal will work on Voilà
- Setup — connecting your PayPal account
- Payments — bookings, packages, refunds, and cancellation policies
- Earnings & Payouts — Admin dashboard and payouts
- Group Lessons — group payment model and the 15% seat fee