Disputes

These APIs are designed for you to provide your users with the ability to raise and manage transaction disputes directly on Wise.

Endpoints

The Dispute resource

This primary resource that you will be interacting with when managing your disputes.

idtext

Unique identifier of the dispute

transactionIdnumber

Card transaction ID

profileIdnumber

Profile ID

reasontext

Dispute reason, you can find all the possible values here

statustext

Dispute overall status, it is either ACTIVE or CLOSED

subStatustext

Dispute detailed status

statusMessagetext

Explanation for subStatus

createdAttext

Time when the dispute was created

createdBytext

Creator of the dispute, it is currently set to the user id

lastUpdatedAttext

Time when the dispute was last updated

canWithdrawboolean

Whether the dispute can be withdrawn

Dispute Resource

{
  "id": "b4eae16c-b3a9-4327-b0bd-6a2ad430d803",
  "transactionId": 476873,
  "profileId": 14547572,
  "reason": "WRONG_AMOUNT",
  "status": "CLOSED",
  "subStatus": "WITHDRAWN",
  "statusMessage": "Withdrawn",
  "createdAt": "2024-03-18T03:47:52.493Z",
  "createdBy": "9867661",
  "lastUpdatedAt": "2024-03-27T02:30:27.374Z",
  "canWithdraw": false
}

The Dispute Sub Status

The possible subStatus values are:

SUBMITTED - Initial status
IN_REVIEW - The dispute is under review or requires additional information
REFUNDED - The refund has been processed
REJECTED - The dispute is invalid
WITHDRAWN - The customer has withdrawn the dispute
CONFIRMED - The dispute has been reviewed but a refund is not applicable
REFUND_IN_PROGRESS - A refund is being processed
ATTEMPTING_RECOVERY - A chargeback request has been submitted
RECOVERY_UNSUCCESSFUL - The chargeback attempt was unsuccessful

Dispute sub status transitions

The Dispute Reason resource

This resource contains the reason code that you need to pass to the front-end library in order to render the form with the correct information for your users.

codetext

The type of reasons available for the dispute. It can be one of: ATM_DISPENSED_NO_FUNDS, WRONG_AMOUNT, TROUBLE_WITH_GOODS_SERVICES, MERCHANT_CHARGED_AGAIN, NO_REFUND, UNAUTHORIZED. Please use the subOption reason as dispute reason if it is available

descriptiontext

The description of the dispute reason

isFraudboolean

Flag indicating that the dispute reason is fraud-related

tooltiptext

The text to be displayed in the dynamic form when displaying the form to your users

supportsMultipleTransactionsboolean

A boolean flag indicating that the dispute includes multiple transactions

subOptionsarray

Optional list of sub reasons that should be used as the dispute reason

Reason Resource

{
    "code": "UNAUTHORIZED",
    "description": "I did not make, authorize, or participate in this transaction",
    "tooltip": "Choose this if you don't know the merchant or have never purchased anything from them",
    "subOptions": [
      {
        "code": "UNEXPECTEDLY_CHARGED_AGAIN",
        "description": "A past merchant unexpectedly charged me again",
        "isFraud": false,
        "supportsMultipleTransactions": false
      },
      {
        "code": "UNWANTED_SUBSCRIPTION",
        "description": "I've been charged for a subscription without my permission",
        "isFraud": false,
        "supportsMultipleTransactions": false
      },
      {
        "code": "CARD_POSSESSION",
        "description": "I don't recognise a transaction",
        "isFraud": true,
        "supportsMultipleTransactions": true,
        "tooltip": "Choose this if you had your card at the time of the transactions, or if you think your card details have been compromised"
      },
      {
        "code": "CARD_NO_POSSESSION",
        "description": "My card was lost or stolen",
        "isFraud": true,
        "supportsMultipleTransactions": true,
        "tooltip": "Choose this if you didn't have your card at the time of the transactions"
      }
    ]
  }

Retrieve a list of dispute reasons

GET /v3/spend/profiles/{{profileId}}/dispute-form/reasons

Retrieves the list of possible reasons for submitting a dispute.

If a reason code has subOptions, those should be used for submitting disputes.

Example Request

curl -X GET https://api.sandbox.transferwise.tech/v3/spend/profiles/{{profileId}}/dispute-form/reasons \
     -H 'Authorization: Bearer <your api token>'

Response

Returns a collection of Reason.

Example Response

[
  {
    "code": "ATM_DISPENSED_NO_FUNDS",
    "description": "I didn't receive the money from the ATM or cash machine",
    "isFraud": false,
    "supportsMultipleTransactions": false,
    "tooltip": "Choose this if the ATM did not dispense the money or gave you less than expected"
  },
  {
    "code": "WRONG_AMOUNT",
    "description": "I was charged the wrong amount or currency",
    "isFraud": false,
    "supportsMultipleTransactions": false,
    "tooltip": "Choose this if you were overcharged or the payment was in a different currency than you were expecting"
  },
  {
    "code": "TROUBLE_WITH_GOODS_SERVICES",
    "description": "There's a problem with the goods or service I ordered",
    "isFraud": false,
    "supportsMultipleTransactions": false,
    "tooltip": "Choose this if the goods or service never arrived, or if the product was defective or different from what you expected"
  },
  {
    "code": "MERCHANT_CHARGED_AGAIN",
    "description": "I got an unexpected charge from a merchant",
    "isFraud": false,
    "supportsMultipleTransactions": false,
    "tooltip": "Choose this for subscription charges, when you've paid twice for one purchase, or when you know the merchant from a past transaction but aren't sure why they charged you"
  },
  {
    "code": "NO_REFUND",
    "description": "I haven't received the refund",
    "isFraud": false,
    "supportsMultipleTransactions": false,
    "tooltip": "Choose this when you've been promised a refund and it hasn't arrived"
  },
  {
    "code": "UNAUTHORIZED",
    "description": "I did not make, authorize, or participate in this transaction",
    "tooltip": "Choose this if you don't know the merchant or have never purchased anything from them",
    "subOptions": [
      {
        "code": "UNEXPECTEDLY_CHARGED_AGAIN",
        "description": "A past merchant unexpectedly charged me again",
        "isFraud": false,
        "supportsMultipleTransactions": false
      },
      {
        "code": "UNWANTED_SUBSCRIPTION",
        "description": "I've been charged for a subscription without my permission",
        "isFraud": false,
        "supportsMultipleTransactions": false
      },
      {
        "code": "CARD_POSSESSION",
        "description": "I don't recognise a transaction",
        "isFraud": true,
        "supportsMultipleTransactions": true,
        "tooltip": "Choose this if you had your card at the time of the transactions, or if you think your card details have been compromised"
      },
      {
        "code": "CARD_NO_POSSESSION",
        "description": "My card was lost or stolen",
        "isFraud": true,
        "supportsMultipleTransactions": true,
        "tooltip": "Choose this if you didn't have your card at the time of the transactions"
      }
    ]
  }
]

Retrieving the dynamic flow for disputes

POST /v3/spend/profiles/{{profileId}}/dispute-form/flows/step/{{scheme}}/{{reason}}?transactionId={{transactionId}}

Retrieves the JSON for initiating the dispute flow. This endpoint should be used in conjuction with Wise's Dynamic Flow framework.

The JSON data in the response must be passed into the Dynamic Flow Framework which handles the rest of the multi-step dispute submission including the generation of the subsequent pages (if needed) and the creation of the dispute, along with all the required documents.

A sample implementation of the dynamic flow for Disputes can be found here.

Path and Request Parameters

schemetext

The network of the card that was used to make this transaction. One of MASTERCARD or VISA

reasontext

Dispute reason code supplied by the dispute reasons API

transactionIdtext

The ID of the transaction that is being disputed. It can be a comma separated list of IDs if the reason code has the supportsMultipleTransactions flag

Request Body

emailtext

Email used to receive communications regarding the dispute from Wise (ex. your support team's email)

Setting up the API

You will need to implement a GET API with the following format:
GET https://{{yourApiUrl}}/v3/spend/profiles/{{profileId}}/dispute-form/flows/step/{{scheme}}/{{reason}}?transactionId={{transactionId}}

This API should forward the call to POST https://{{wiseUrl}}/v3/spend/profiles/{{profileId}}/dispute-form/flows/step/{{scheme}}/{{reason}}transactionId={{transactionId}} along with the request parameters. This is required as the dynamic flow returned by Wise will automatically be configured to call your GET API In order to redirect the Dynamic Flow JavaScript library to your domain please use baseUrl or fetcher as part of the dynamic flow setup

See example backend implementation

Example Request

curl -X POST 'https://api.sandbox.transferwise.tech/v3/spend/profiles/{{profileId}}/dispute-form/flows/step/{{scheme}}/{{reason}}?transactionId={{transactionId}}' \
     -H 'Authorization: Bearer <your api token>' \
     -H 'Content-Type: application/json' \
     -d '{
        "email": support@partner.com 
     }'

Response

Returns information required to populate the form with the correct information. Note how the action field contains the url and method to the next step

Example Response

{
  "key": "TROUBLE_WITH_GOODS_SERVICES",
  "type": "form",
  "title": "There's a problem with the goods or service I ordered",
  "actions": [],
  "schemas": [],
  "layout": [
    {
      "type": "decision",
      "options": [
        {
          "title": "I never got the goods or service I ordered",
          "action": {
            "url": "/v3/spend/profiles/12345/dispute-form/flows/visa/no-goods-or-services?transactionId=6789",
            "method": "GET"
          },
          "disabled": false,
          "description": "Choose this if the order was cancelled or never arrived"
        },
        {
          "title": "Something is wrong with the goods or service I ordered",
          "action": {
            "url": "/v3/spend/profiles/12345/dispute-form/flows/visa/something-wrong-what-was-received?transactionId=6789",
            "method": "GET"
          },
          "disabled": false
        },
        {
          "title": "I think there might be an issue with the merchant",
          "action": {
            "url": "/v3/spend/profiles/12345/dispute-form/flows/visa/scam?transactionId=6789",
            "method": "GET"
          },
          "disabled": false,
          "description": "Choose this if you haven't heard from the merchant, or have found scam reviews"
        }
      ]
    }
  ]
}

Submitting disputes

POST /v3/spend/profiles/{{profileId}}/dispute-form/flows/{{scheme}}/{{reason}}

Submit the dispute.

Path Variables

schemetext

The network of the card that was used to make this transaction. One of MASTERCARD or VISA

reasontext

Dispute reason code supplied by the dispute reasons API

View Request for Dispute Reason:

Response

The submit API will return back a response to be used with dynamic flow. If you are using the API without dynamic flow, the response can be ignored.

Example Response

{
  "key": "final",
  "type": "form",
  "title": "Done!",
  "actions": [
    {
      "title": "Continue",
      "exit": true,
      "$id": "continue"
    }
  ],
  "schemas": [],
  "layout": [
    {
      "width": "md",
      "components": [
        {
          "url": "https://wise.com/web-art/assets/illustrations/email-success-large%402x.png",
          "type": "image"
        } 
      ],
      "type": "box"
    },
    {
      "margin": "lg",
      "align": "center",
      "type": "info",
      "markdown": "Thanks for reporting this transaction. It's pre-authorised right now, but as soon as it becomes \"spent\" we'll begin our investigation."
    },
    {
      "type": "button",
      "action": {
        "$ref": "continue"
      }
    }
  ]
}

Submitting files

POST /v4/spend/profiles/{{profileId}}/dispute-form/file

Submit a file for disputes

Use the fileId in the response for the dispute submission.

NB: A dispute referencing the returned fileId must be submitted no later than two hours after the file submission, otherwise the file will expire and must be re-submitted.

Example Request

curl -X POST 'https://api.wise.com/v4/spend/profiles/{{profileId}}/dispute-form/file' \
     -H 'Authorization: Bearer <your api token>' \
     -H 'Content-Type: multipart/form-data'  \
     -F 'receipt=@"<your file>"'

Response

[fileName: text]text

ID of the file to be used on dispute submission.

Response

{
    "receipt" : "ab4f5d2"
}

Example backend implementation for dynamic flow disputes (Java)

Partner Implementation

import com.fasterxml.jackson.databind.node.JsonNodeFactory;
import com.fasterxml.jackson.databind.node.ObjectNode;
import lombok.extern.slf4j.Slf4j;
import org.springframework.http.MediaType;
import org.springframework.http.ResponseEntity;
import org.springframework.web.bind.annotation.GetMapping;
import org.springframework.web.bind.annotation.PathVariable;
import org.springframework.web.bind.annotation.PostMapping;
import org.springframework.web.bind.annotation.RequestBody;
import org.springframework.web.bind.annotation.RequestMapping;
import org.springframework.web.bind.annotation.RequestParam;
import org.springframework.web.bind.annotation.RestController;
import org.springframework.web.reactive.function.client.WebClient;
import reactor.core.publisher.Mono;

import javax.validation.Valid;

@Slf4j
@RestController
@RequestMapping(value = "/v3/spend/profiles/{profileId}/dispute-form", produces = MediaType.APPLICATION_JSON_VALUE)
public class MyPartnerProxy {
    private static String TARGET_BASE_URL = "https://api.sandbox.transferwise.tech";
    private static String ACCESS_TOKEN = "Bearer 492b992e-85dd-4671-8095-b0d1d2235d07";

    private static String STEP_URL = "/v3/spend/profiles/{profileId}/dispute-form/flows/step/{scheme}/{reason}";
    private static String SUBMIT_URL = "/v3/spend/profiles/{profileId}/dispute-form/flows/{scheme}/{reason}";

    private WebClient webClient;

    public MyPartnerProxy() {
        this.webClient = WebClient.builder()
                .baseUrl(TARGET_BASE_URL)
                .defaultHeader("Authorization", ACCESS_TOKEN)
                .build();
    }

    @GetMapping("/flows/step/{scheme}/{reason}")
    public ResponseEntity<Object> getStep(final @Valid @PathVariable("profileId") Long profileId,
                                          final @PathVariable("scheme") String scheme,
                                          final @PathVariable("reason") String reason,
                                          final @RequestParam("transactionId") String transactionId) {
        ObjectNode data = JsonNodeFactory.instance.objectNode();
        data.put("email", "support@partner.com");

        Object stepResponse = webClient.post()
                .uri(STEP_URL, uriBuilder -> uriBuilder
                        .queryParam("transactionId", transactionId)
                        .build(profileId, scheme, reason)
                )
                .body(Mono.just(data), ObjectNode.class)
                .accept(MediaType.APPLICATION_JSON)
                .retrieve()
                .bodyToMono(Object.class)
                .block();
        return ResponseEntity.ok(stepResponse);
    }

    @PostMapping("/flows/{scheme}/{reason}")
    public ResponseEntity<Object> submit(final @Valid @PathVariable("profileId") Long profileId,
                                         final @PathVariable("scheme") String scheme,
                                         final @PathVariable("reason") String reason,
                                         @RequestBody final Object payload) {
        Object submitResponse = webClient.post()
                .uri(SUBMIT_URL, uriBuilder -> uriBuilder
                        .build(profileId, scheme, reason)
                )
                .body(Mono.just(payload), Object.class)
                .accept(MediaType.APPLICATION_JSON)
                .retrieve()
                .bodyToMono(Object.class)
                .block();
        return ResponseEntity.ok(submitResponse);
    }

}

Customizing your Dynamic Flow

Wise's Dynamic Flow uses Bootstrap for responsive UI, based on a 12-grid column layout. The defaults for currency selection, amount and file upload are col-xs-12, col-sm-6, and col-xs-12 for the rest. The CSS classes used are listed below. These class selectors can be used to override existing CSS

To override the existing CSS, add a new stylesheet and place the reference to that file after a Bootstrap CSS reference (if any), so that it will override any previous style properties. Alternatively, add !important to a property/value to override ALL previous styling rules for that property. Avoid using this for all properties, as the stylesheet will be large and more difficult to debug. In this code example, modify the CSS file imports in App.js to view the different overriding style sheets.

Please note that some of the form elements also use core Bootstrap classes, so be careful when you modify the styles.

An interactive demo can be found here.

Input labels

class	Description
`.control-label.d-inline`	All input labels
`.d-inline`	Text, selection and file upload input labels
`.d-inline-block`	Text input labels
`.np-checkbox__text`	Checkbox text

Input

class	Elements
`.form-group`	Form input and labels
`.form-control`	Text input
`.d-inline-flex`	Text in dropdown selection
`.form-control-placeholder`	Dropdown selection placeholder text
`.tw-form-control`	`textarea` input
`.droppable`, `.tw-droppable-md` or `.droppable-md`	File upload
`.droppable-default-card` or `.droppable-card-content`	Content for file upload
`.droppable-complete-card`	Completed file upload
`.m-b-3`	Text in file upload block

Button

class	Elements
`.btn.np-dropdown-toggle`	Dropdown selection
`.sr-only`	Radio buttons
`.promoted-selection`	To select names
`.tw-radio-button.checked .tw-radio-check`	For checked buttons
`.tw-radio-check`	All radio buttons
`.np-radio__text`	Text for radio buttons
`.btn.btn-primary.btn-sm`	File upload buttons
`.btn.btn-sm.btn-accent`	Cancel button during file upload
`.np-checkbox`, `.checkbox`	Checkbox button
`.btn.btn-md.np-btn-block.btn-priority-2`	"Continue" button

Icon

class	Elements
`.chevron-color`, or `tw-icon-chevron-up`	Arrow icon for dropdown selection
`.circle`, `.circle-sm` , `.circle-inverse` or `.tw-icon-upload`	File upload icon
`.tw-icon-info-circle`	Information icon for alert
`.np-checkbox-button`	Checkbox selection icon

Alert

class	Elements
`.alert-detach.alert-danger`	Alert for form validation
`.d-flex.alert-neutral`	"You may be responsible for dispute administration fees" alert

Others

class	Elements
`.text-xs-center.m-b-3`	"I was charged the wrong amount or currency"
`.np-drawer-header--title`	"Search ..." title in currency selection
`.np-select-filter`	Search bar in currency selection
`legend`	"Please upload" above file upload
`.np-popover__content` or `.np-bottom-sheet--content`	Popover content upon clicking information icon beside "Confirmation of the correct price"

List disputes for a profile

GET /v3/spend/profiles/{{profileId}}/disputes?status=ACTIVE

Request

status (optional)text

Dispute status, can be either ACTIVE or CLOSED

transactionId (optional)number

Card transaction id

pageSize (optional)integer

The maximum number of disputes to return per page. This number can be between 10 - 100, and will default to 10

pageNumber (optional)integer

The page number to retrieve the next set of disputes. The number has to be greater than 1, and will default to 1

Response

Returns a list of disputes

Example Request

curl -X GET https://api.sandbox.transferwise.tech/v3/spend/profiles/{{profileId}}/disputes?status=ACTIVE \
     -H 'Authorization: Bearer <your api token>'

Example Response

{
  "totalCount": 2,
  "disputes": [
    {
      "id": "51e2dc60-9e4b-4ff5-b917-b90cc5e1ecfb",
      "transactionId": 2040,
      "profileId": 16605997,
      "reason": "NEVER_ARRIVED",
      "status": "ACTIVE",
      "subStatus": "SUBMITTED",
      "statusMessage": "Submitted",
      "createdAt": "2024-03-08T08:30:14.989Z",
      "createdBy": "6097861",
      "lastUpdatedAt": "2024-03-08T08:30:14.989Z",
      "canWithdraw": true
    },
    {
      "id": "9c5ca0cb-00d6-41f7-8214-8cfdb11388a7",
      "transactionId": 3405,
      "profileId": 16605997,
      "reason": "CANCELLED_ORDER",
      "status": "ACTIVE",
      "subStatus": "SUBMITTED",
      "statusMessage": "Submitted",
      "createdAt": "2024-03-27T02:24:16.878Z",
      "createdBy": "6097861",
      "lastUpdatedAt": "2024-03-27T02:24:16.878Z",
      "canWithdraw": true
    }
  ]
}

Retrieve a dispute by ID

GET /v3/spend/profiles/{{profileId}}/disputes/{{disputeId}}

Retrieves a dispute based on the disputeId.

Response

Returns a Dispute.

Example Request

curl -X GET https://api.sandbox.transferwise.tech/v3/spend/profiles/{{profileId}}/disputes/{{disputeId}} \
     -H 'Authorization: Bearer <your api token>'

Example Response

{
    "id": "51e2dc60-9e4b-4ff5-b917-b90cc5e1ecfb",
    "transactionId": 2040,
    "profileId": 16605997,
    "reason": "NEVER_ARRIVED",
    "status": "ACTIVE",
    "subStatus": "SUBMITTED",
    "statusMessage": "Submitted",
    "createdAt": "2024-03-08T08:30:14.989Z",
    "createdBy": "6097861",
    "lastUpdatedAt": "2024-03-08T08:30:14.989Z",
    "canWithdraw": true
}

Withdraw a dispute by ID

You can only withdraw a dispute if canWithdraw is set to true

PUT /v3/spend/profiles/{{profileId}}/disputes/{{disputeId}}/status

statusmoney

The value must be set to CLOSED

Response

Returns a Dispute.

Example Request

curl -X PUT https://api.sandbox.transferwise.tech/v3/spend/profiles/{{profileId}}/disputes/{{disputeId}}/status \
     -H 'Authorization: Bearer <your api token>' \
     -H 'Content-Type: application/json' \
     -d `{
       "status": "CLOSED"
     }`

Example Response

{
  "id": "51e2dc60-9e4b-4ff5-b917-b90cc5e1ecfb",
  "transactionId": 2040,
  "profileId": 16605997,
  "reason": "NEVER_ARRIVED",
  "status": "CLOSED",
  "subStatus": "WITHDRAWN",
  "statusMessage": "Withdrawn",
  "createdAt": "2024-03-08T08:30:14.989Z",
  "createdBy": "6097861",
  "lastUpdatedAt": "2024-03-27T13:12:28.390Z",
  "canWithdraw": false
}