Challenge or Accept an Airwallex Dispute

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

When Airwallex is waiting on you, a dispute has two possible answers: challenge it by sending evidence to the issuing bank, or accept it and close the case in the customer's favour.

Both actions are available only while the status is Needs response. Challenging also requires the dispute to be in the Request for information or Chargeback round. Once the response deadline passes, both buttons are disabled.

Open Disputes → Airwallex, click the dispute, and use Challenge dispute or Accept dispute.

Challenge: send your evidence

Challenging sends your documents to Airwallex, which passes them to the issuing bank. The bank makes the final decision — Synctrack doesn't decide the outcome.

Click Challenge dispute to open the four-step flow.

1. Reason — choose Why are you challenging this dispute? and the Product type (Physical goods or Offline service). If you pick Another reason, a Description box appears; explain what the customer bought and why the charge is valid. The other four reasons don't need it.

The five reasons you can give:

• The customer has received, or will receive, the product
• The customer has withdrawn the dispute
• The customer has already been refunded
• The customer is not eligible for a refund, or has a purchase history with you
• Another reason

Pick the one that matches what actually happened — the reason you choose is what the bank reads, and it decides which documents Airwallex expects.

2. Delivery — this step appears for Physical goods only. Tracking number and Shipping carrier are prefilled from the linked Shopify order; edit them if they're out of date. If the dispute has no linked order, the fields come up empty and you fill them in yourself.

3. Evidence — attach your files and set a Document type on each one. See the next section, because this step is where a challenge most often fails.

Getting the evidence step right

Attach at least one file whose Document type is on the Recommended documents list. This is the single most common reason a challenge is rejected. Airwallex decides which evidence types it will accept from your reason and product type, and it refuses a challenge whose documents don't match — the list Synctrack shows under Recommended documents is that expected set, not a suggestion you can ignore.

The four document types are Primary evidence, Order details, Customer communication and Other supporting document. Every file needs one — Synctrack won't send a challenge while any file still says Select a document type.

Synctrack warns you at review if none of your files match the recommended list. You can still press submit, but Airwallex will reject it. Your files and answers stay in the form, so fix the document type and try again without re-uploading.

File rules come from the card brand on that dispute, and the Evidence step states the ones that apply to yours:

• Visa — PDF, JPG, TIFF. PDF up to 2 MB, other formats up to 10 MB. 15 MB in total.
• Mastercard — PDF, JPG, TIFF, PNG. 14.5 MB in total.
• American Express — PDF, JPG, TIFF, PNG, DOC, DOCX. 4 MB per file.
• UnionPay / JCB — PDF, JPG. 15 MB in total.
• Discover / Diners Club — JPEG only. 3 MB per file, 45 MB in total.

You can attach up to 5 files; the counter next to Supporting documents shows how many you've used. At least one file is required — a challenge with no evidence is rejected.

4. Review — check the summary and click Submit challenge.

Accept: close the dispute in the customer's favour

Accepting can't be undone, and you can't challenge the dispute afterwards. Synctrack shows what it costs at the current round before you confirm.

1. Click Accept dispute.
2. Read the consequence for the current round in the confirmation.
3. Confirm to close the dispute, or cancel to leave it untouched — cancelling sends nothing to Airwallex.

• At the Request for information round, accepting refunds the customer in full.
• At later rounds, accepting closes the dispute in the customer's favour and the money goes to the customer.

Accepting counts as a loss in your dispute record, the same as losing at the bank.

Good to know

• Once a challenge goes through, the status becomes Response submitted and the form can't be reopened.
• If the deadline passes with no reply, Airwallex accepts the dispute on your behalf and the money goes back to the customer. The dispute shows Airwallex closing soon and both buttons are disabled — contact Airwallex directly if you still want to act on it.
• Evidence files stay available for 30 days after the dispute closes.

Related articles: [How Airwallex Disputes Work in Synctrack] · [Connect Airwallex to Synctrack]

Updated on: 14/09/2026