What if I don’t recognise a direct debit payout from my Global Account?

In the unlikely scenario that you do not recognise a direct debit payout on your account, first check if you recognise the debiting party and try to resolve the issue directly with them if you have an existing business relationship. Otherwise, contact our Support team immediately to raise a dispute.

Direct debit schemes have established rules to protect payers against unauthorised transactions. If the dispute is deemed valid under the relevant scheme rules, the debiting party must return the funds to you. It is important to submit your dispute as soon as you notice an unauthorised direct debit payout as the window for submitting a dispute can be limited under some scheme rules. The funds will not be refunded until it the dispute is resolved.

How to raise a dispute?

Please provide the following details to our Support team while raising your dispute.  

  1. Transaction details including: Transaction ID, Transaction Amount, Date and time of the transaction and the Name of the debiting party. You can find the details on the WebApp by clicking into the direct debit transactions.
  2. Any supporting evidence to demonstrate that the direct debit was not authorised.

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How much time does dispute resolution take?

Depending on the time of your dispute submission, banks and schemes may need to review the dispute on a case-by-case basis:

Dispute regarding USD direct debit payout

Note on the table below: T is the creation time of the direct debit payout.

DIRECT DEBIT PAYOUT / GLOBAL ACCOUNT LOCATION GLOBAL ACCOUNT ROUTING CODE DISPUTE TIME (REVIEW NOT REQUIRED) DISPUTE TIME (REVIEW REQUIRED)
United States ACH routing code ending 0024 Before T+16 hours if you are onboard as a business. 60 calendar days if you are onboard as an individual. 1 year if you are onboard as a business. 2 years if you are onboard as an individual.
United States ACH routing code ending 0381 Before 6:00 AM PST/PDT on T+1 business day if you are onboard as a business. 60 calendar days if you are onboard as an individual. 1 year if you are onboard as a business. 2 years if you are onboard as an individual.
United States ACH routing code ending 6768 Before T+36 hours if you are onboard as a business. 60 calendar days if you are onboard as an individual. 1 year if you are onboard as a business. 2 years if you are onboard as an individual.
DIRECT DEBIT PAYOUT / GLOBAL ACCOUNT LOCATION GLOBAL ACCOUNT ROUTING CODE DISPUTE TIME (REVIEW NOT REQUIRED) DISPUTE TIME (REVIEW REQUIRED)
Australia BSB code ending 3943 Before 6:45 AM AEST/AEDT on T+1 business day 7 years

Dispute regarding GBP direct debit payout

You can raise a dispute request under the protection of direct debit guarantee. If there is an error made in your direct debit payout, you are entitled to a full and immediate refund of the amount paid once the dispute is accepted by our banking partner.

Can I disable the direct debit capability on my Global Accounts?

Airwallex cannot disable direct debit payout capability on your Global Accounts. If you identify any unauthorised transactions, please contact our Support team with above details to raise a dispute.

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