Wio Business- Card Disputes: General, Non-Fraud

Customer-Friendly Article

Overview

When you make a purchase or request a refund using your Wio Card, transactions go through standard payment processing steps before finalizing. This guide explains how pending transactions and authorization holds work, how to track refunds, and what to do if you need to raise a dispute for an order or service issue.

1. Pending Transactions & Authorization Holds

What is a Pending Card Transaction?

When you make a purchase or authorize a payment (such as a hotel booking deposit or rental pre-authorization), the amount is temporarily held as Pending to guarantee the funds while the merchant finalizes their billing.

• Standard Processing Window: Merchants typically claim the held funds within a few days, but they have up to 21 days to complete the claim.

• Automatic Release: If the merchant does not claim the funds within 21 days, the authorization hold expires automatically, and the full amount is released back to your account balance.

How to Cancel or Release a Pending Charge Early

If you canceled a purchase or the transaction was unsuccessful, but the amount still shows as pending:

1. Contact the merchant directly and ask them to cancel the sale, reverse the charge, or release the authorization hold.

2. If the merchant agrees not to claim the funds and provides you with written confirmation (such as an email, cancellation receipt, or reversal notice stating the transaction will not be claimed):

• Contact Wio Customer Support via in-app chat.

• Provide the merchant’s written confirmation, and our support team will assist in releasing the pending hold early.

3. If no confirmation is available from the merchant, the hold will automatically release after 21 days.

2. Tracking Merchant Refunds

When Will Your Refund Arrive?

• Merchant Processing Time: Once a merchant agrees to issue a refund, it typically takes 5 to 14 business days for them to process it through their payment network.

• Account Crediting Timeline: Once the refund is settled, the funds are credited automatically to your AED account (usually within 7 days of the settlement date).

• Payment Method: Refunds are automatically returned to the original card used for the purchase. No manual action is required on your part.

Good to Know: During processing, a refund may temporarily display as Pending in your app while final settlement completes. Once completed, your balance will update automatically.

3. How to Raise a General (Non-Fraud) Card Dispute

What is a Non-Fraud Dispute?

A General or Non-Fraud dispute applies when you recognize the merchant or authorized the transaction yourself, but encountered an unresolved issue such as:

• Goods or services were paid for but not received.

• The merchant agreed to a refund but never processed it.

• You were charged an incorrect or duplicate amount.

• Discrepancies with hotel bookings, car rentals, or canceled recurring subscriptions.

Step 1: Contact the Merchant First

Before initiating a formal dispute, always reach out directly to the merchant’s customer service. Most billing errors, cancellations, and duplicate charges can be resolved much faster directly with the seller.

Step 2: Prepare Your Supporting Documentation

If the merchant is unresponsive or unable to resolve the issue, Wio can submit a formal dispute through the card payment network on your behalf. To ensure a successful claim, please gather:

1. Invoice or Receipt: A copy of the order invoice or service agreement.

2. Order / Delivery Confirmation: Details of the items/services purchased and expected delivery dates.

3. Written Communication: Clear email or chat records showing you attempted to resolve the issue directly with the merchant.

4. For Uncredited Refunds: A formal refund receipt from the merchant showing:

• Refund amount and date

• Terminal ID (TID)

• 23-digit Acquirer Reference Number (ARN) / Transaction Reference

Document Requirements: Please ensure all supporting documents are in English (or provide certified English translations). Clear PDF or image files are accepted; video files cannot be processed.

Step 3: Dispute Submission Deadlines & Timelines

• Submission Deadline: Dispute requests must be submitted within 60 days from the date your monthly account statement was generated (statements are generated on the 1st of each month).

• Requests submitted after 60 days: May be submitted for review, but acceptance depends on card network rules and is not guaranteed.

• Resolution Timeline: Card network dispute reviews typically take between 90 to 120 days from the date the transaction settled to reach a final resolution.

4. Need to Report Fraud or Unauthorized Transactions?

If you notice an unfamiliar transaction that you did not authorize or believe your card details have been compromised:

1. Open the Wio Business app and navigate to Cards.

2. Immediately tap the Freeze icon (❄️) on your card.

3. Report the transaction immediately through the in-app support chat to begin a fraud investigation and request a card replacement.