How we process Retrieval requests and chargebacks

Depending on the reason for the dispute, the issuing bank or scheme will send a retrieval request or a chargeback to Wpay.

The following schemes send through an automatic chargeback unless there is a request for information:

• Amex
• Visa
• Mastercard

Other schemes (EFTPOS) or the issuer send a retrieval request, prompting the merchant to provide evidence to dispute and validate the transaction. If the evidence is rejected, a chargeback is initiated, debiting the merchant account.

Wpay will contact you if we receive a Retrieval request or chargeback relating to your business to request the evidence required to prove the legitimacy of the transaction.

High level chargeback process timeframe

1. A chargeback must be initiated within 60 to 120 days of the purchase or payment for goods/services. For future-dated items like airline or concert tickets, this timeframe starts upon the customer's receipt of the goods/services.
2. Upon receiving the chargeback, Wpay sends a dispute notice to the merchant or payment facilitator's email. Merchants have 5 days to provide supporting documents for Wpay to contest the dispute.
3. Wpay has a 20 to 45 day timeframe to respond to disputes and provide evidence to contest them. If this period elapses without evidence submission or dispute challenge, the chargeback becomes final.
   • Amex = 20 days
   • VISA = 30 days
   • Mastercard = 45 days
4. When evidence is submitted, the issuer has 20 to 45 days to review it and make a decision. If the evidence is deemed insufficient or rejected, the process moves to pre-arbitration.
5. Wpay can submit more evidence in pre-arbitration. If the issuer rejects it, arbitration follows. Merchants decide whether to proceed, bearing costs, or Wpay can accept the chargeback to alleviate further financial stress on the merchant.
6. In general, the full lifecycle of a dispute can take as long as 2-3 months to complete.