If you notice an unauthorized direct debit of your Airwallex account, please contact our Support team immediately to request a reversal of the unauthorized transaction. Please make sure you provide us with enough details about the transaction, including the transaction amount, the date and time of the transaction, and the debiting party’s name. You can find the details on the WebApp by clicking into the direct debit transactions.
Generally, if you contact Airwallex within the timeframes set out below, we will be able to return the direct debit payout transaction via our banking partners:
- If your registered business location is in the US, and you want to request a refund for USD direct debit payouts against United States Global Accounts, you must contact Airwallex within 40 hours of the transaction posting to your account.
- If your registered business location is outside of the US, and you want to request for USD direct debit payouts against United States Global Accounts, you must contact Airwallex by 10:00AM PST on the next business day after the transaction is posted to your account.
It may take a few business days for the funds to arrive in your Wallet after we receive your refund request. We will try our best to obtain a refund on your behalf, but it is not guaranteed to be successful if we receive the request beyond the set timeframes.
If you contact Airwallex to request a refund beyond the timeframes, we may be able to submit a dispute to the relevant payment scheme. You can lodge a dispute within 2 years after the transaction is posted to your account. We may require supporting documents for investigation and you are advised to submit them at your earliest convenience. The dispute process will take some time, and during that period, the funds will not be refunded until it is resolved.
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