Why eCommerce Merchants Need a Better Way to Handle Airwallex Disputes

Are you processing payments with Airwallex and still managing disputes manually? If so, you’re losing more than just money. You’re also losing time, momentum, and control.

Chargebacks aren’t just a headache. They’re disruptive. One bad month can get you flagged as a high-risk. One missed deadline and you lose revenue you work so hard for. Most eCommerce teams aren’t equipped to handle the flood of evidence gathering, formatting rules, and issuer deadlines that accompany each dispute. 

That’s why Chargeflow is introducing a direct integration with Airwallex that automatically detects disputes, pulls data from your tech stack, and submits fully compliant responses on your behalf, hands-free.

We detect the chargeback as soon as it occurs, pull all relevant data from your tech stack, generate a fully compliant response using AI, and submit it, so your team stays focused without lifting a finger.

This guide breaks down:

• Why Airwallex disputes happen , and what they’re really costing you
• What it takes to win them
• How automation flips the script, so you stop reacting and start recovering
• What to expect from Chargeflow’s Airwallex integration

The Real Cost of Airwallex Chargebacks

At first glance, a chargeback might seem like a single lost transaction, annoying but manageable. But any experienced merchant will tell you, it’s never just one.

Every Airwallex dispute you receive triggers a cascade of hidden costs:

• Lost original sale
• Non-refundable chargeback fee
• Hours gathering and formatting evidence
• Risk crossing card network thresholds and being labeled “high-risk.”
• Repeating the loss if your case is rejected (which often happens)

Let’s be real: you rarely win. Most eCommerce teams lack the time, expertise, or tools to submit compelling responses that meet card issuer formatting rules. Even when the buyer is clearly in the wrong, a missing screenshot or a late response can sink your case. 

Chargebacks cost the average merchant $3.36 for every $1 lost to fraud. 

And it doesn’t stop there. For fast-growing brands, the problem snowballs. What may start as a few monthly disputes can quickly snowball into dozens. Manual processes collapse under pressure. Ops teams burn out. Refund policies tighten. Customer trust erodes. Momentum stalls. 

Airwallex indeed gives you an efficient way to process payments globally, but it doesn’t solve the dispute burden. You’re still on your own for building cases, writing responses, and navigating each issuer’s unique rules. 

That’s where Chargeflow comes in. Our direct integration with Airwallex will eliminate the manual burden of dispute resolution, transforming a complex, high-risk process into a simple, automated workflow.

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Instead of plugging revenue leaks manually, we stop the revenue drain at the source by automating every step of the chargeback process and giving you a system that actually scales with your business. 

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What is Airwallex?

Airwallex is a global financial technology platform designed to simplify international payments and financial operations for businesses. Founded in Melbourne in 2015 and now headquartered in Singapore, Airwallex has rapidly expanded its services to support over 130 countries, processing more than $100 billion in annual transactions.

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Key Features for eCommerce Merchants

• Multi-currency Business Accounts: Open local currency accounts in over 20 currencies, enabling you to receive and hold funds without the need for multiple international bank accounts. 
• Global Payment Acceptance: Accept payments in 130+ currencies through 160+ global and local payment methods, including cards, Apple Pay, Google Pay, Klarna, and Afterpay.
• Built-In Fraud Prevention Tools: Airwallex supports tools like 3D Secure (3DS) to help authenticate cardholders before approving a transaction. 
• Centralized Transaction Data:  Use Airwallex’s unified dashboard to access payment records, customer details, settlements, and refunds, all in one place.
• Streamlined Reconciliation & Reporting:  Get a clear overview of transactions, balances, and fee breakdowns. 
• Enterprise-Grade Security: Airwallex is PCI DSS Level 1 certified, with built-in encryption and fraud monitoring to protect every transaction.

Why Disputes Happen in eCommerce

If this were a perfect world, everyone would receive exactly what they ordered, be satisfied, and never question a charge. But in reality, disputes come with the territory in eCommerce, and not just from bad actors. 

What is a Chargeback?

A chargeback is a forced payment reversal initiated by a customer through their bank or card issuer. While chargebacks originally were designed to protect consumers from fraud and merchant abuse, chargebacks have become a time-consuming burden for legitimate eCommerce businesses. 

Unlike a refund, which you control, chargebacks are automatic and often come with fees, lost product, and a ticking clock to respond. 

Common Reasons for Airwallex Disputes

Below are the most frequent causes of chargebacks for eCommerce merchants. Many of which can be prevented with the right tools and customer journey optimizations:

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👉https://www.chargeflow.io/chargeback-reason-codes

The Airwallex Dispute Process: Step-by-Step Guide

When a chargeback hits your Airwallex account, the clock starts ticking.

Here’s how it works:

Step 1: Notification 

You’re alerted through your Airwallex dashboard or API. You’ll see:

• Dispute reason code
• Disputed amount
• Response deadline 
• Notes from the issuer or cardholder 

Step 2: Gather Your Evidence

You must manually compile:

• Proof of delivery
• Product descriptions
• Customer communications
• Refund or cancellation policies
• Any dispute-relevant metadata

‍Please note! Airwallex doesn’t currently automate the response process – your team handles everything. 

Step 3: Submit Your Response

Submit your evidence via Airwallex before the deadline. Late or incomplete submissions = automatic loss. 

Step 4: Await Issuer Review

After submission, the issuer reviews your case and renders a decision. This can take several weeks. 

How to Prevent Airwallex Chargebacks Before They Happen

Airwallex makes accepting global payments easy, but disputes are still your responsibility. Here’s how to proactively reduce risk:

1. Use Fraud Filters + 3D Secure 

Enable 3DS to authenticate buyers. Add rules-based fraud filters to flag suspicious transactions in real-time.

Bonus Tip: Use AVS, geolocation, and device fingerprinting.

2. Ensure Billing Descriptors Match Your Brand

Prevent “unrecognized” chargebacks with clear billing names and branded post-purchase messages. 

3. Communicate Shipping, Refund, & Return Policies 

Make policies easy to find and understand. Share tracking and estimated delivery updates early. 

Bonus tip: Link to policies in confirmation emails. 

4. Respond to Customers Quickly

Fast support prevents escalation.

Bonus tip: Tools like Gorgias, Zendesk, or Recharge (integrated with Chargeflow) flag risky inquiries. 

5. Flag Suspicious Orders (Before and After Checkout)

Use Chargeflow Alerts as your first layer of protection, automatically monitoring for post-checkout behaviors and triggering real-time alerts when transactions show signs of becoming disputes. This gives you a final window to cancel or refund an order before it turns into a chargeback.

Complement Alerts with manual or rule-based systems to flag:

• Mismatched billing and shipping addresses
• Unusually large first-time orders 
• VPN usage or orders from high-risk regions
• Multiple orders from the same customer or IP address

Pro-tip: Even if a transaction clears your fraud filters, it doesn’t mean you’re in the clear. Chargeflow Alerts identifies risky transactions post-purchase, including those that fraud tools miss, helping you act before they become costly disputes.

Automate Your Airwallex Dispute Management with Chargeflow

Why Manual Dispute Management is No Longer Sustainable

Disputes aren’t just costly and time-consuming. They demand attention, documentation, formatting, and quick responses, all at scale. Manual processes burn out your team and fail to scale.

Airwallex provides a powerful payments infrastructure, but it doesn’t automate disputes. That’s where Chargeflow comes in.

How Chargeflow Will Automate Airwallex Disputes from End-to-End

With our integration, Chargeflow handles everything seamlessly.

• Instant Detection: We detect disputes the moment they occur via Airwallex’s dispute webhooks.
• Data Aggregation: Chargeflow pulls order details, billing and shipping info, product descriptions, CRM notes, receipts, tracking, and customer interactions. 
• AI-Powered Responses: ChargeResponse generates issuer-compliant, card-network-optimized responses.
• Autonomous Submission: You don’t need to log in or upload a single file; we handle submission, formatting, and follow-up directly through the integration.
• Analytics & Reporting: View dispute statuses, outcomes, and performance metrics in your Chargeflow dashboard. 

💡Chargeflow merchants see up to 3x higher win rates than the industry average, thanks to our AI-driven evidence generation, strict issuer compliance, and full automation.

Focus on Growth. Let Chargeflow Handle the Chargebacks

No more juggling deadlines or writing evidence packets.

With Chargeflow’s Airwallex integration, your store can scale without sacrificing dispute performance. Our system works behind the scenes so your team can focus on what really matters: your customers, your brand, and your growth. 

Already using Airwallex?

Connect your account in minutes, with no workflow changes and no developer hours. 

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