Receive dispute updates
Learn how to receive updates about your dispute after you've submitted it to Airwallex.
After successfully submitting a dispute, Airwallex will review the validity of the dispute to determine if there are any dispute rights associated with the transaction. A submission may fail if the transaction is determined to have no dispute rights.
If there is a dispute right, Airwallex will accept the dispute and submits it to the card scheme. The status of the dispute transitions from SUBMITTED to IN_PROGRESS and the webhook event issuing.transaction_dispute.accepted is emitted.
For information on other statuses and webhooks, see Dispute statuses.
For errors returned when dispute rights are not available and other errors, see Error codes.
Dispute resolution
A dispute resolution can take up to 100 days from the time Airwallex submits the dispute to the card scheme.
| Dispute Category | Time to resolution |
|---|---|
| Fraud | Within 70 calendar days |
| Authorization | Within 70 calendar days |
| Processing Error | Within 100 calendar days |
| Consumer | Within 100 calendar days |
The dispute status will be updated from IN_PROGRESS to either WON or LOST depending on the case result.
Learn how to retrieve detailed status changes for a dispute in IN_PROGRESS status.
Retrieve detailed status changes
The detailed_status object returned in Get a transaction dispute API can provide detailed information on a dispute in progress, especially about the interactions between Airwallex and the card scheme.
For disputes in the dispute category Fraud or Authorization, the detailed_status field returns the following:
| Field value | Description |
|---|---|
| DISPUTE_FILED | The dispute is submitted to the card scheme. |
| PRE_ARB_RECEIVED | The Merchant/Acquirer does not agree with the dispute and has raised a pre-arbitration. |
| PRE_ARB_DECLINED_BY_ISSUER | Airwallex decided to decline the pre-arbitration and continue to dispute. |
| ARBITRATION_RECEIVED | Both Airwallex and the Merchant/Acquirer do not align on liability. The Merchant/Acquirer has raised the case to the card scheme for a ruling. |
| WON | Customer won the dispute. |
| LOST | Customer lost the dispute. |
For disputes in the dispute category "Processing Error" or "Consumer", the detailed_status field returns the following:
| Field value | Description |
|---|---|
| DISPUTE_FILED | The dispute is submitted to the card scheme. |
| DISPUTE_DECLINED | The merchant does not agree with the dispute and has declined the dispute. |
| PRE_ARB_DELIVERED | Airwallex decided to raise a pre-arbitration and continue to dispute. |
| PRE_ARB_DECLINED_BY_ACQUIRER | Merchant/Acquirer decided to decline the pre-arbitration and continue to dispute. |
| ARB_DELIVERED | Both Airwallex and the Merchant/Acquirer do not align on liability. Airwallex raises the case to the card scheme for a ruling. There is a high fee associated with this step. |
| WON | Customer won the dispute. |
| LOST | Customer lost the dispute. |