How do I dispute a card transaction?

This article explains what may be required and the steps you will need to take to dispute any transactions made on an Airwallex Borderless Card. 

You may want to dispute a transaction for a few different reasons.

  1. You've found unrecognised transactions on your card
  2. You've paid for goods or services that you haven't received
  3. Goods you received were defective or services not provided as described. 
  4. You cancelled or returned merchandise, cancelled services, but the merchant did not process a credit.
  5. A recurring charge has been processed after you cancelled it.
  6. You received a credit or voided Transaction Receipt that was not processed.
  7. There has been duplicate transactions where only one should have been processed.

Please note that due to network policies, in the vast majority of cases, only transactions processed in the previous 120 days can be disputed. 

If you've found unrecognised transactions on your account

Step 1. Freeze your card

Freeze or cancel your card to prevent any further transactions being made on it.

Step 2. Investigate the transactions

Once your card has been frozen, there are a few things you can do to check if the transactions were fraudulent:

  1. Ask your team - check if they were made by someone who may be authorised to use the card
  2. Research the business - find out if the business could be trading under a different name. You can check by Googling the name, doing an ABN search (for AUS) or a Companies house search (for UK)

If you find that the transactions were authorised, you can unfreeze your card easily in the same way you froze it. Simply click 'Unfreeze' instead.

Step 3. Raise a transaction dispute

If you can't figure out who made the transactions, the next step is to raise a dispute.

You can do this by filling in the form below, and our Risk team will get back to you shortly.

Raise a transaction dispute

If you've paid for goods or services that you haven't received

Step 1: Contact the merchant directly for a refund. Usually the quickest way to get this resolved is to reach out to the merchant directly and request a refund, and in order to proceed with a dispute evidence of an attempt to contact the merchant will usually be required.

Step 2: If it has been 7 days since you directly reached out to the merchant and you still have not received a response or fair outcome, we can lodge a transaction dispute with our card issuer on your behalf. 

Step 3: Raise a transaction dispute.

You can do this by filling in the form below, and our Risk team will get back to you shortly.

Raise a transaction dispute

If goods you received were defective or services not provided as described

Step 1: Contact the merchant to cancel the order or service and ask for a refund. Usually the quickest way to get this resolved is to reach out to the merchant directly and request a refund, and in order to proceed with a dispute evidence of an attempt to contact the merchant will usually be required.

Step 2: If it has been 7 days since you directly reached out to the merchant and you still have not received a response or fair outcome, we can lodge a transaction dispute with our card issuer on your behalf. 

Step 3: Raise a transaction dispute.

You can do this by filling in the form below, and our Risk team will get back to you shortly.

Raise a transaction dispute

Things to know before you raise a transaction dispute

We do our best to recover your payments, however in some circumstances we will not be able to recover your funds. These include but are not limited to:

  • Secure transactions which do not have charge back rights
  • Refunds or exchanges
  • Membership or subscription questions
  • Issues with defective or unsatisfactory products or services

Any transaction you wish to dispute, we strongly encourage you to contact the business in order to resolve the issue first. These issues may be resolved with the business directly:

  • Duplicate charges
  • Cancelled a subscription but was still charged
  • Don't receive the product or service
  • Cancelled Merchandise/Services

There is a time limit!

Most card disputes must be lodged within 90 days of the transaction.

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