Dispute your direct debit payouts
In the unlikely scenario that you do not recognize a direct debit payout on your account, you have the option to dispute this transaction. Direct debit schemes established rules to protect payers against unauthorized transactions. The debiting party must return the funds to you if the dispute is deemed valid under the relevant scheme rules. Please note that it is important to submit your dispute as soon as you notice an unauthorized direct debit payout as, under some scheme rules, the window for submitting a dispute is limited.
First, subscribe to Direct debit payouts webhook events to monitor these transactions. Before submitting a dispute, please confirm if you recognize the debiting party, and try to first resolve the issue directly if you have an existing business relationship. Otherwise, contact our Support team immediately to submit a dispute.
The timeframe for disputing a direct debit payout varies depending on the applicable scheme rules and bank processing times. Depending on the time of your dispute submission, banks and schemes may need to review the dispute on a case-by-case basis.
Note on the table below: T is the created_at 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. |
| United States | ACH routing code ending 3150 | Before 9:00 AM EST/EDT 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 Kingdom | Sort code ending 0085 | NA* | Indefinite |
| Australia | BSB code ending 3943 | Before 6:45 AM AEST/AEDT on T+1 business day | 7 years |
| Canada | Financial institution number 352 | Before 10pm MST/MDT on T+4 business day | Indefinite |
*See Cancel a direct debit payout mandate and Cancel a direct debit payout for instructions on how to cancel future direct debit payouts related to your Global Accounts in the United Kingdom.
When submitting the dispute, please provide:
Transaction details:
- Transaction ID
- Amount
- Date and time of the transaction
- Name of the debiting party
Any supporting evidence to demonstrate that the direct debit was not authorized.
The process will take a few business days and we may request for further supporting documentation. Once resolved, you will receive a Direct debit payouts webhook event with the status as RETURNED, indicating that funds have been credited back to your Wallet balance.