👋🏼 Hi there,
If you have a card transaction that you would like to dispute, start by determining whether it's a recognised or unrecognised transaction.
Recognised transaction dispute:
To dispute a recognised transaction, follow these steps:
Gather all email or conversation correspondence with the merchant for refund attempts.
If the merchant is unresponsive, gather screenshots of communication attempts and upload them to our live chat or email support@wayex.com.au.
Provide evidence of the purchase details, including item, time, and cost.
Contact our customer support team with the above information. They'll review it and provide a dispute form for you to fill out and return
Unrecognised transaction dispute:
To dispute an unrecognised transaction, follow these steps:
Freeze your Wayex Visa card immediately to prevent further charges. Sign in to the Wayex app, tap on "Cards," then "Card Controls," and select "Freeze your card."
Contact Wayex customer support and provide the following information:
Transaction ID
Merchant name
Transaction amount (if available)
Wayex customer support will review the details and provide a dispute form for you to fill out and return
After you've submitted the dispute form, our customer relations team will review it. If further information is required, they'll reach out to you. Once all necessary details are collected, they'll proceed to lodge the dispute with our card provider.
Please note that the dispute process may take several weeks to finalise. We will keep you informed about the progress of your dispute and contact you if additional information is needed.
Tips for disputing a transaction:
Gather as much information as possible about the transaction, including the merchant name, transaction amount, and date/time.
Provide any relevant documentation, like receipts, emails, or chat logs.
Stay patient and cooperative with Wayex customer support as they work to resolve the issue promptly.
If you have any questions, suggestions, or if you run into any issues, then feel free to contact us in the live-chat within the app or website! Our support team is available everyday 24/7.