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# How Airwallex Disputes Work in Synctrack

# How Airwallex Disputes Work in Synctrack

> Airwallex Dispute Management is marked **BETA** in-app — it's live this release while we finish validating, so some steps may change.

Once your Airwallex account is connected, disputes raised on your Airwallex payments arrive on their own. Open **Disputes management** and select the **Airwallex** tab, fourth in the row after Shopify Payment.

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/group-88_k9h2xi.png)
## What the list shows

Each row is one dispute:

* **Dispute ID** — Airwallex's own id, starting with `dst_`. The search box matches this field.
* **Order** — the Shopify order behind the payment. A dash means Synctrack couldn't match the payment to an order; the row still works normally.
* **Amount** — the disputed amount.
* **Reason** — what the cardholder's bank claims, in Airwallex's wording: Product not received, Duplicate charge, Fraudulent, Processing error, Product unacceptable, Canceled product or service, and so on.
* **Status** — where the dispute stands with Airwallex right now.
* **Result** — how it ended, or **Pending** while it's still running.
* **Deadline** — the date your response is due. A dash means nothing is owed from you.

Above the table you can change the date range, **Export** the list, search by Dispute ID, add filters, and set how many rows each page shows.

## Status and Result

**Status** answers "what is happening", **Result** answers "how did it end". They are separate columns because a dispute can be finished in one sense and not the other.

| Status | What it means |
| ---- |
| Needs response | Airwallex is waiting on you. This is the only status where you can challenge or accept. |
| Response submitted | Your evidence is in. Nothing more to do for now. |
| Awaiting card issuer decision | The issuing bank is deciding. |
| Airwallex closing soon | You didn't respond in time, so Airwallex will accept the dispute on your behalf. |
| Accepted | You accepted it, or Airwallex accepted on your behalf. |
| Reversed | The bank withdrew the dispute before it became a chargeback. |
| Expired | The response window closed with no reply. |
| Resolved | The dispute is settled — the **Result** column says whether you won or lost. |

Result shows **Won – in seller's favor**, **Lost**, **Prevented** (the dispute was stopped before it cost you anything), or **Pending** while it's still open.

One thing worth knowing: the Status **filter** lists **Won** and **Lost** as separate options even though the column itself shows *Resolved* for both. The filter works on Airwallex's nine underlying statuses, which Synctrack deliberately keeps ungrouped — PayPal and Stripe collapse theirs into four levels, but that would hide the distinctions Airwallex merchants need. **All** and **Open** behave the same as on the other tabs.

## The five rounds

Click a dispute to open its detail page, where **Dispute stage** shows the round Airwallex has it in. The round decides what you can still do and whether the money has already left your account.

1. **Request for information** — the bank is asking for details. Nothing has been deducted.
2. **Pre-chargeback** — a chargeback is coming unless it's resolved. Response windows here are the shortest.
3. **Chargeback** — the amount has been deducted. Winning credits it back.
4. **Pre-arbitration** — the bank has come back after a chargeback round.
5. **Arbitration** — the card scheme decides. No response is accepted here.

The detail page also carries a **Timeline** showing when the dispute opened, when the deadline falls, when Airwallex received evidence, and whether that evidence was submitted through Synctrack or directly in the Airwallex dashboard.

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/image-55_10pk34u.png)
## Good to know

* Without a webhook, Synctrack pulls updates from Airwallex **every 10 minutes**. Adding a webhook secret (see the connect article) makes Airwallex push each change as it happens. Either way, the API key is what Synctrack uses to send your evidence back.
* Miss a response deadline and Airwallex accepts the dispute for you — the money goes back to the customer and you can no longer act on it in Synctrack.
* Airwallex disputes are **not** in Dispute Analytics yet. Analytics currently covers PayPal and Stripe.
* Evidence files stay available for 30 days after a dispute closes, then they're removed.
* **Plans.** Viewing Airwallex disputes works on every plan, including Free. Challenging or accepting one requires **Basic** or above; evidence auto-fill requires **Pro** or above.

Related articles: [[Connect Airwallex to Synctrack](https://help.omegatheme.com/en/article/connect-airwallex-account-for-dispute-management-1sr50he/)] · [[Challenge or Accept an Airwallex Dispute](https://help.omegatheme.com/en/article/respond-to-an-airwallex-dispute-1r8jv20/?bust=1789376954428)]