Cash App Pay Disputes
A dispute occurs when a shopper contests the legitimacy of a payment. When Airwallex receives a dispute notification from Cash App Pay, 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 Cash App Pay 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
When a shopper opens a dispute with Cash App Pay, Cash App Pay 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 upon the creation of the dispute. You will only be charged once per dispute case and the fee is non-refundable regardless of the dispute outcome. The payment amount will also be withheld until the dispute is resolved.
After the shopper reports a dispute to Cash App Pay, you have 13 days to resolve the case. You can either accept the dispute (in which case Cash App Pay will refund the debited payment amount to the shopper), or challenge the dispute by providing supporting evidence.
If you proceed with challenging the dispute, a Cash App Pay agent will review the response you provided and decide on the dispute within 45 days:
- If the dispute is resolved in favor of the shopper, Cash App Pay will refund the debited payment amount to the shopper.
- If the dispute is resolved in your favor, the payment amount will be returned to your wallet balance in the next settlement cycle.
A dispute can have one of 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 usually have 13 calendar days after receiving the dispute to complete one of the actions above. If no action has been taken within 13 days, 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 Cash App Pay with evidence provided by you. A Cash App Pay agent will adjudicate the case.
Timeframe: Cash App Pay has up to 45 days after your response to adjudicate the dispute case. |
| Won |
In this status, Cash App Pay has accepted your response. 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.
ℹ️ In rare situations: Cash App Pay may adjudicate a case as partially won. In such cases, only part of the original payment amount is credited back to you.
|
| 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 Cash App Pay/Airwallex charge for disputes?
- You will only be charged once by Airwallex when the dispute is created.
- For each dispute, you will be charged once and only once.
Can multiple disputes be filed against one Cash App Pay payment?
Yes. Cash App Pay does not limit how many times one Cash App Pay payment can be disputed. Each time a dispute is raised, a new dispute case will be created.