Handle disputes on the Airwallex web app
When a dispute arrives, merchants can review and respond to the dispute case on the Airwallex web app. The Airwallex dispute resolution tool enables you to monitor, receive the information, assess and when applicable defend the cases the Shoppers raise against you.
Response Queue
The Response queue facilitates you to quickly identify all pending dispute cases to be responded. Airwallex orders the dispute cases by expiry time thus you can focus on the most urgent dispute cases first. You can also search the specific dispute case by order ID and filter the dispute case by dispute reason and dispute stage.
Dispute list
The dispute list groups all dispute cases that happened before. With this list, you can track, review historical dispute cases. You can clearly know what status each dispute case is at. You can also search any historical dispute case by order ID. Airwallex enables you to filter historical disputes by reason, stages, statuses and time frame so as to easily find out the dispute cases you are looking for.
Dispute detailed view
The dispute detailed view provides you the detail that Airwallex has been able to capture from the dispute together with the most relevant actions at this moment. Airwallex allows you to choose whether to accept this dispute case or submit evidence to defend the case.
If it is a pre-chargeback, you will see the Accepted reason in the dispute details.
If you want to submit evidence, Airwallex guides you to defend yourself and submit the most relevant documents according to the specific dispute reason.
Airwallex specifies the documents you need to submit. Submitting the right documents helps you win the case.Try to submit as much information as required. You can keep tracking the status of your responded dispute cases through Dispute list and Dispute detailed view.
Airwallex dispute status flow
| Dispute Status on Airwallex Web app | Explanation |
|---|---|
| Needs response | An RFI or dispute that requires merchants’ action |
| Under review | Evidence has been successfully uploaded and it is under Airwallex/issuer’s review |
| Accepted | You have accepted the dispute and we have refunded the transaction to the cardholder. The dispute may have been accepted via the pre-chargeback process or Airwallex may have accepted the dispute on your behalf in a pre-arbitration case. |
| Dispute reversed | Under collaboration flow, when Airwallex represents the case on behalf of merchant, the disputed amount will be credited back |
| Lost | Dispute is lost and disputed amount falls in favor of cardholder. |
| Won | Dispute is won and disputed amount falls in favor of merchant. |
Airwallex dispute defence window
Merchant should respond to the dispute within a given timeframe or the dispute will be expired and automatically accepted by Airwallex if time is out. The respective defence window on each stage of dispute:
| Dispute Stage | Merchant should respond within |
|---|---|
| RFI | 15 Calendar days* |
| Dispute | 15 Calendar days* |
* May differ among different card scheme and acquirers