Dispute Flow
Afterpay disputes may go through multiple different statuses. The process will generally follow the flow below.
Chargeback Stage
When a shopper opens a dispute with Afterpay, Afterpay will notify Airwallex of the case. Airwallex will create a dispute case in your dispute management workflow, visible on the Airwallex web app or through the API.
You will be charged a dispute fee upon the creation of the dispute. You will only be charged once per dispute case and the fee is non-refundable regardless of the dispute outcome.
After the shopper reports a dispute to Afterpay, you have 12 days to resolve the case. You can either accept the dispute (in which case Afterpay will trigger a refund to the shopper), or challenge the dispute by providing supporting evidence.
If you proceed with challenging the dispute, the shopper will be presented with the evidence you provided. If the shopper accepts the response or does not respond in 14 days, Afterpay will close the dispute in your favor.
If the shopper rejects your response, Afterpay will step in to investigate. An Afterpay agent will review the response you provided and decide on the dispute within 30 days:
- If the dispute is resolved in favor of the shopper, the payment amount will be deducted from your pending settlement.
- If the dispute is resolved in your favor, the payment amount will not be deducted.
During the chargeback stage, a dispute can have one of the following statuses:
- Requires response
- Accepted
- Challenged
- Won
- Lost
Requires response
In this status, you can decide whether to accept or challenge the dispute. Available actions:
- Accept the dispute - The disputed amount will be refunded to the shopper.
- Respond to the dispute with supporting evidence - We will submit the supporting evidence to Afterpay. Afterpay will pass the response to the shopper. The shopper has 14 days to either accept or reject the response. If your response is accepted or if the shopper does not respond, the dispute case will be closed and the payment will not be deducted. If your response is rejected, an Afterpay agent will adjudicate the case.
Timeframe You usually have 12 calendar days after receiving the dispute to complete one of the actions above. If no action has been taken within 12 days, the dispute will automatically be accepted.
Accepted
In this status, the dispute has been accepted. The payment will either be refunded to the shopper or has been refunded. You may find a dispute in this status when:
- You accepted the dispute via web app or API.
- The dispute expired (i.e. you did not make a decision within the given timeframe).
Please note that this status is final and you won’t be able to overturn the dispute.
Challenged
In this status, we will respond to Afterpay with evidence provided by you. The shopper will review your submitted evidence and decide whether to accept your response.
If your response is accepted, the dispute case will be closed and the payment will not be deducted. If your response is rejected, an Afterpay agent will adjudicate the case.
Timeframe The shopper has 14 days to either accept or reject the response. If your response is rejected by the shopper, Afterpay has up to 30 days after your response to adjudicate the dispute case.
Won
In this status, Afterpay or the shopper has accepted your response. No further action is needed, as this status is final for all participants.
Please note that the dispute fee remains non-refundable in such cases.
Lost
You may find a dispute in this status when:
- You responded to the dispute. However, the shopper and Afterpay have not accepted the evidence you provided.
The payment will be refunded to the shopper and you will be charged a dispute fee. Please note that this status is final and you won’t be able to overturn the dispute.