Dispute flow

You can accept or challenge the dispute.
Accept: The disputed amount is deducted from your next settlement batch and refunded to the shopper; you incur a pre-chargeback resolution fee but avoid other chargeback fees (which are typically higher).
Challenge: Airwallex notifies the issuing bank and the case escalates to the chargeback stage. You can submit supporting evidence but you will incur a chargeback fee. You have 65 hours after the dispute was received to take action; otherwise the dispute is automatically accepted.

You can accept or challenge the dispute.
Accept: The disputed amount will be refunded to the shopper.
Challenge with supporting evidence: Airwallex submits the evidence to the shopper’s issuing bank and the disputed amount is credited back to your wallet with your next settlement. The shopper’s issuing bank may escalate to pre-arbitration if not convinced, in which case the disputed amount is deducted again and you incur a pre-arbitration fee. In some cases, responding in chargeback can directly escalate the dispute to pre-arbitration; in such cases the disputed amount will only be credited back if the dispute is won, and you will only be charged a pre-arbitration fee if the dispute is lost. For more details, see Pre-arbitration stage initiated through chargeback response. You have 15 days after the dispute was escalated to chargeback to take action; otherwise the dispute is automatically accepted.

The issuing bank has escalated the dispute to pre-arbitration and Airwallex is reviewing it. Airwallex will decide whether to accept the dispute or respond on your behalf and may reach out for more information. In most cases, Airwallex will accept on your behalf to help you avoid further fees (up to 500 USD). There is no movement of funds at this point.
Payments using JCB: If a payment is processed with the card brand JCB and the issuer escalates to a second chargeback, it will be handled as Pre-arbitration at Airwallex.

You can accept and refund the payment transaction or provide the issuer with complete detail of the transaction to avoid further escalation into pre-chargeback or chargeback stages.
Accept the dispute: Airwallex will let the issuing bank know that you will refund the transaction. Please note that the transaction is not automatically refunded and that you will need to initiate the refund yourself. If the refund is not completed or only a partial amount is refunded, the issuing bank may still escalate the dispute to pre-chargeback or chargeback stage. You will be charged a refund fee when initiating the refund, but you will not incur a dispute-related fee.
Respond to the dispute: Airwallex will submit the supporting evidence to the shopper's issuing bank for their review. Please note that the shopper's issuing bank may escalate the dispute to pre-chargeback or chargeback stage if it is not convinced of the legitimacy of the payment based on your evidence. You have 15 days after the dispute was received to take one of the actions above; if no action has been taken within 15 days, the request for information will expire and the issuing bank may escalate to pre-chargeback or chargeback stage.

This status is applicable only when the card scheme is AMEX. In this status, the issuing bank has not accepted the evidence provided by you in the chargeback stage. The payment amount will be debited again in the next settlement batch.
Accept the dispute: The disputed amount will be refunded to the shopper.
Challenge the dispute with supporting evidence: Airwallex will submit supporting evidence to the shopper's issuing bank for their review. The disputed transaction amount will not be credited at this point; Airwallex will wait until the issuer's bank review is complete.

Visa/AMEX/JCB/UPI: N/A.
Mastercard: Mastercard charges an additional pre-arbitration fee, which will be debited from your wallet.