Dispute statuses
This page describes the status transitions for the disputes object when a dispute is raised.
| Status | Description | Emitted webhook | Next steps |
|---|---|---|---|
| DRAFT | The customer has created a dispute case. | - | Review and update the information of the case. Once the case is ready, submit it to Airwallex. |
| SUBMITTED | The customer has submitted the dispute to Airwallex. | issuing.transaction_dispute.submitted | If the customer has dispute rights, Airwallex will submit the dispute to the card scheme. Otherwise, Airwallex will reject the dispute. If the information provided on the dispute is insufficient to arrive at a resolution, Airwallex will request for additional information which may appear in either the `update_history` object in Get a transaction dispute or via a webhook notification. |
| IN_PROGRESS | Airwallex has accepted the dispute and submitted it to the card scheme. | issuing.transaction_dispute.accepted issuing.transaction_dispute.modified |
Wait for the final resolution. The notes field has been added or updated. Perform the recommended actions.
|
| EXPIRED | The dispute can no longer be submitted to Airwallex. | issuing.transaction_dispute.expired | No action needed. |
| CANCELED | The customer has canceled the dispute. | issuing.transaction_dispute.cancelled | No action needed. |
| REJECTED | Airwallex has rejected the dispute as the customer does not have dispute rights. The reason for rejection may be updated either in update_history object in Get a transaction dispute or via webhook notification.
|
issuing.transaction_dispute.rejected | Customer can raise an inquiry to find out the reason if it was not provided. |
| WON | The customer has won the dispute. The dispute amount will be refunded to the card in the billing currency of the original transaction. For example, if a transaction’s billing currency is in EUR, the refund is in EUR. | issuing.transaction_dispute.won | No action needed. |
| LOST | The customer has lost the dispute. The reason for losing the dispute may be available via either the `update_history` object or via a webhook notification. | issuing.transaction_dispute.lost | No action needed. |
When you receive issuing.transaction_dispute.modified webhook event notification, be sure to review the details in the notes field of the event payload and follow the suggested actions.