Reversing a card transaction — sometimes called chargeback — is a process where you dispute a card transaction, and ask for a refund from the merchant. The merchant in this case is usually a shop, retailer, or business.
This should only be used as a last resort after all attempts to resolve the issue directly with the merchant have failed. You’ll need to try all possible ways to get in touch with them, preferably in writing, and ask for a refund.
Merchants may agree to refund you without needing a chargeback which sometimes can take up to two months.
They may also offer other solutions, such as replacements, partial refunds, store credit, repairs, or goodwill compensation. If these options work for you, you may decide that a chargeback isn’t necessary.
If the merchant refuses to help or doesn't respond, you can dispute the transaction through self-service.
Open the transaction you'd like to dispute.
Go to the '?' sign in the top right hand corner.
Choose ‘I was a victim of fraud’ and submit the dispute.
Learn more about filing a chargeback for your Wise card transaction.
What do I need to do before requesting a chargeback?
Check your transaction status:
Log in to your Wise account
In the Home section, check your activity list
Select the transaction you’d like to reverse to check its status
If your transaction is marked as Pending, it means the money left your account but we’re waiting for the merchant to claim it. We can’t reverse a transaction at this stage because we’re waiting on the merchant to make a decision — they may reverse the transaction or collect your money.
If your transaction is marked as Completed, it means the merchant has claimed the money. You’ll need to get in touch with them, preferably in writing, to ask for a refund.
If they couldn't help you, follow the steps on how to dispute the transaction through self-service.
What do I need to provide to continue with my dispute?
When you dispute a transaction, we’ll ask you for some documentation to open a chargeback with Visa or Mastercard. The most common are the attempts of communication with the merchant and the receipt for the transaction.
We also need as many details as possible, like a detailed description of what you purchased and what happened, including dates.
It’s important to fill out the form with all the requested information and documentation to speed up the process, so we won’t need to request documentation via email.
If your dispute is invalid, we won't be able to reverse the charge. Learn more about invalid or declined disputes