1. Airwallex Help Centre
  2. Global Account
Global Account

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

If you notice an unauthorised direct debit of your Airwallex account, please contact our Support team immediately to request a dispute of the unauthorised transaction.

Please make sure you provide us with enough details about the transaction, including: the transaction amount, the date and time of the transaction, and the debiting party’s name.

You can find the details on the WebApp by clicking into the direct debit transactions. 

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We may require supporting documents for investigation and you are advised to submit them at your earliest convenience. The dispute process will take some time, and during that period, the funds will not be refunded until it is resolved. 

Dispute a USD direct debit payout

If you wish to dispute a USD direct debit payout, you are entitled to a full refund if you contact us within the timeframes set out below: 

  1. If your registered business location is in the US, and you want to request a refund against a United States Global Account, you must contact Airwallex within 40 hours of the transaction posting to your account. 
  2. If your registered business location is outside of the US, and you want to request a refund against a United States Global Account, you must contact Airwallex by 10:00AM PST on the next business day after the transaction is posted to your account.

If you need to request a refund after the timeframes above, Airwallex can submit the dispute for you up to 2 years after the transaction on a best-effort basis.

Dispute an AUD direct debit payout

To dispute an AUD direct debit payout, please raise the request by 12:00 PM Australia Eastern Time on the next business day after the transaction is posted to your account. This way, the full amount will be refunded within two business days after the direct debit payout.

If you raise a dispute request after the timeframe above, Airwallex will submit the dispute for you on a best-effort basis.

Dispute a GBP direct debit payout

You can raise a dispute request under the protection of direct debit guarantee by contacting us. 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.