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Exhibitwell setup guide

Exhibitwell builds evidence packs for disputed payments from what your CRM already knows. Setup takes about ten minutes.

1. Install and open

Install Exhibitwell on the business account from your CRM's app marketplace, then open it from the left menu. Only account admins can open it, because disputes show customer details and messages.

2. Connect Stripe (optional, recommended)

In Stripe: Developers > API keys > Create restricted key. Give it a name like "Exhibitwell" and set:

  • Disputes: Read (needed)
  • Charges: Read (recommended: faster, more reliable matching)
  • Disputes: Write and Files: Write (only if you want to send evidence from the app)
  • Everything else: None

Paste the key (it starts with rk_live_) into Settings > Stripe. Full secret keys (sk_) are refused. New disputes then appear on their own, matched to the customer and payment. Test-mode keys (rk_test_) work for trying it out.

Using another processor? Click "Add a dispute by hand" whenever one arrives.

3. Add your policies

Settings > Policies: paste your refund policy, cancellation terms or terms of service. Each one can be sent as a signed "I agree" link.

4. Add two workflow steps

  • Get policy acceptance link: in your checkout or onboarding workflow, pick the policy by name, then send the acceptance_link custom value in an email or text. When the customer clicks "I agree" we record the time, IP address, browser and the exact version of the text.
  • Record evidence: in your delivery workflows, record what happened: shipped (with carrier and tracking number), access granted, lesson completed, login, service completed, or anything else. Course and membership activity reach the pack this way.

5. Deadlines

Settings > Deadlines and alerts: choose the reminder days (default 7, 3 and 1 days before the deadline) and which team members get the emails. For anything else, use the triggers in your workflows:

  • Dispute opened: reason, amount, due date, days left, coverage. Example: create a task and tag the contact.
  • Evidence due soon: fires once per reminder day.
  • Dispute closed: won, lost or closed.

6. When a dispute arrives

  1. Open it. If it isn't matched yet, pick the customer and payment.
  2. Click Collect evidence. Read the checklist: what is strong, what is missing, and tips.
  3. Untick anything that shouldn't be shared, and adjust the cover letter.
  4. Download the evidence pack and upload it to your processor, or, for Stripe disputes with a write-enabled key, Stage in Stripe (review and submit in Stripe) or Submit to the bank. You confirm by typing STAGE or SUBMIT. Nothing is ever sent automatically.

The pack is kept under 19 pages and 4.5 MB, the limits card networks set for evidence, by shortening the longest sections first.

What the CRM can't share

The CRM doesn't give apps course or membership activity, page visit logs or call recordings, and doesn't expose disputes from its own payment settings. Record course and delivery milestones with the "Record evidence" step, and connect Stripe directly with the restricted key.

Data and retention

Evidence snapshots are deleted 180 days after a dispute closes. Recorded evidence and acceptances are kept for the period in Settings (540 days by default). Disconnect deletes everything. Details: https://hl.greatwork.company/disputes/privacy