Wero disputes
A dispute occurs when a shopper contests the legitimacy of a Wero payment. Unlike guaranteed payment methods, Wero includes mandatory buyer protection, which means shoppers can dispute transactions after payment is completed.
When Airwallex receives a dispute notification from Wero, we will notify you through email and webhooks. All dispute details will be visible within your Airwallex account using the web interface ("web app") or can be queried via API. Airwallex will facilitate your dispute management step-by-step, but generally does not have influence over the outcome. To better navigate the Wero dispute resolution process, we strongly advise you to review the section on understanding disputes and follow the recommended best practices for addressing them.
Dispute flow
Wero uses a structured dispute lifecycle with four phases: pre-dispute, dispute, pre-arbitration, and arbitration. Shoppers are initially encouraged to contact you directly to resolve issues before a case escalates to a formal chargeback.
When a shopper opens a dispute with Wero, Wero will notify Airwallex of the case. Airwallex will create a dispute case in your dispute management workflow, visible on the Airwallex web app or through the API.
You will be charged a dispute fee if the dispute is lost, you accept the dispute, or you issue a refund to the shopper. You will only be charged once per dispute case.
Pre-dispute
During the pre-dispute phase, the shopper and merchant attempt to resolve the issue directly. Resolving a case at this stage prevents it from escalating to a formal chargeback.
- Shoppers can initiate a pre-dispute up to 120 days after the transaction date. This may extend up to 540 days in specific delayed delivery-related cases.
- Merchants and shoppers have 30 calendar days to reach an agreement.
- Available actions include accepting the dispute, offering a resolution, or challenging with supporting evidence.
Dispute
If the pre-dispute is not resolved, the shopper may escalate the case to a formal dispute with their bank.
- Shoppers have 14 calendar days after a pre-dispute is resolved to escalate to a chargeback with their bank, regardless of the pre-dispute outcome.
- After you are notified of a chargeback, you have 30 calendar days to submit evidence. The exact deadline is provided in the dispute details. If no action is taken within this window, the dispute will automatically be lost.
- Available actions include accepting the dispute or challenging with supporting evidence.
Pre-arbitration and arbitration
If the dispute is not resolved during the dispute phase, the case may escalate to pre-arbitration and, if necessary, arbitration.
- During pre-arbitration, you have 20 calendar days from notification to accept arbitration or withdraw.
- If the case proceeds to arbitration, the EPI arbitration committee typically allocates 30–45 days to reach a final ruling.
Dispute statuses
A Wero dispute can progress through the following statuses:
- Requires response
- Accepted
- Challenged
- Won
- Lost
| Stage | Description |
|---|---|
| Requires response | In this status, you can decide whether to accept or challenge the dispute. Available actions:
Timeframe: You must respond within the deadline shown in the dispute details. If no action has been taken within the required timeframe, the dispute will automatically be accepted. |
| Accepted | In this status, the dispute has been accepted. The payment will either be refunded to the shopper or has been refunded. You may find a dispute in this status when:
Please note that this status is final and you won't be able to overturn the dispute. |
| Challenged | In this status, we will respond to Wero with evidence provided by you. Wero or the shopper's bank will adjudicate the case. Timeframe: The shopper's bank has up to 20 calendar days after your response to adjudicate the dispute case. |
| Won | In this status, your response has been accepted. No further action is needed, as this status is final for all participants. The payment amount will be credited to your account in the next settlement cycle. Please note that the dispute fee remains non-refundable in such cases. |
| Lost | You may find a dispute in this status when:
The payment will be refunded to the shopper. Please note that this status is final and you won't be able to overturn the dispute. |
Handle disputes
Airwallex offers two notification methods for dispute events: Email and Web hook. You have the flexibility to choose either option based on your system's capabilities. Learn more about dispute notifications here.
You can handle disputes via Airwallex web app or using APIs.
FAQs
How does Wero/Airwallex charge for disputes?
- You will be charged a dispute fee if the dispute is lost, you accept the dispute, or you issue a refund to the shopper.
- For each dispute, you will be charged once and only once.
Can multiple disputes be filed against one Wero payment?
Yes. Wero does not limit how many times one Wero payment can be disputed. Each time a dispute is raised, a new dispute case will be created.
How can I avoid disputes escalating to chargebacks?
We recommend resolving shopper issues during the pre-dispute phase. Issuing a voluntary refund when a claim is valid can prevent the case from escalating to a formal chargeback and may help protect your dispute ratio.