Chargebacks & Refunds

Refunds

Failed Transaction Refunds

Funds for failed transactions (decline / reversal / timeout) are returned within 32 calendar days. This is fixed and does not depend on the transaction type or reason for failure.

Field	Detail
Refund timeline	32 calendar days
Does it vary?	A reversal may happen earlier, but the overall refund period is 32 days.

The technical view of how a reversal appears in the activity webhook is in Card Transactions.

Refund / Dispute Request Process

Field	Detail
Channel	Wirex Support
Tool	Ticketing system (support portal)
Status tracking	Via the open ticket

Partner support raises a ticket; Wirex support opens it and initiates a dispute for the specific transaction. The request status is tracked through the same ticket.

Chargebacks

Procedure

The chargeback flows through five stages:

Review & analysis. Wirex OPS reviews the customer's explanation, transaction details (amount, date, merchant, location), card data, and fraud indicators. It determines the dispute type (fraud / non-fraud), scheme compliance, and whether the dispute is within the permitted timeframe.
Submission to processor. If the dispute is valid, Wirex prepares the case and submits it to the processor, which forwards it to Visa or Mastercard. The dispute enters the card network cycle.
Merchant review & rebuttal. The merchant may accept the chargeback or submit a rebuttal — proof of payment, proof of delivery, authentication data, or accepted terms.
Rebuttal review at Wirex. Wirex analyzes the evidence, decides what can be shared with the customer, and whether to escalate. Not all cases are escalated — it depends on scheme rules and the strength of the evidence.
Final outcome. Won — funds are returned to the customer. Lost — funds remain with the merchant. Wirex OPS then tracks the postings, adjusts the balance, and closes the ticket.

Fee

Field	Detail
Fee amount	$25 (administration fee)
When charged	Only if the dispute is lost — after the decision
Who pays	The customer (if they lose)
Refunded if won?	The fee is not charged at all if won

Submission & Processing Timelines

Field	Detail
Submission deadline	No later than 120 days from the transaction date
Eligible transactions	Successful transactions only
Typical processing time	60–90 days
Starting point	Transaction processing date

Additional Debit After a Chargeback Is Initiated

A debit appearing after a chargeback is raised is standard procedure — not a new or duplicate charge.

Step	What happens
1	Chargeback initiated — the disputed amount is credited back to the customer's balance.
2	A temporary hold is placed on those funds while the case is investigated.
3	The hold remains until the chargeback is resolved.
4	On resolution, funds are released (won) or the hold is removed and the debit stands (lost).

The additional debit visible to the customer is part of the chargeback hold mechanism and should be explained as such.