A dispute occurs when a shopper contests the legitimacy of a payment. Dispute events generally happen on transactions processed with card based payment methods, including Apple Pay & Google Pay. The shopper will reach out to the bank that issued their card to contest the payment. The issuing bank will then initiate the dispute flow, which is governed by the card scheme.
When Airwallex receives a dispute notification, we will notify you through email and webhooks. All dispute details, including the reason for the dispute 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. We recommend carefully reading through how disputes work and best-practices on how to respond to different type of disputes