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.

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.

Request for information — the bank is asking for details. Nothing has been deducted.
Pre-chargeback — a chargeback is coming unless it's resolved. Response windows here are the shortest.
Chargeback — the amount has been deducted. Winning credits it back.
Pre-arbitration — the bank has come back after a chargeback round.
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.

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.

Updated on: 14/09/2026

Was this article helpful?

Thank you!