How a Wero dispute actually works
iDEAL was final the moment funds settled. Wero introduces a structured pre-dispute, dispute, and chargeback flow defined by the EPI scheme.
Pre-dispute
When a Wero customer reports a problem through their banking app, they are first directed to contact you. Your PSP notifies you immediately and gives you a short window to respond with proof of delivery, a refund, or a replacement. A pre-dispute resolved here never becomes a chargeback and never affects your dispute ratio.
Dispute
If the customer is not satisfied, the case escalates into a formal dispute. Both sides upload evidence through their bank or PSP: tracking, delivery proof, order history, communication logs. The bank reviews the evidence and rules. EPI acts as final arbiter only in exceptional cases.
Chargeback
If the dispute is decided against you, the transaction is reversed. You lose the order amount, the goods, and a chargeback fee from your PSP. Repeated lost chargebacks affect your dispute ratio, which is monitored at the merchant level across all your PSPs accepting Wero.
Where merchants lose Wero disputes
The structural risks that show up the moment a national scheme with no chargebacks becomes a pan-European scheme with them.
Friendly fraud on delivery
Customer received the order but claims it never arrived. Under iDEAL this had to be negotiated directly. Under Wero, the bank decides on evidence.
Empty-box and partial-delivery claims
Package arrived but the customer claims the product was missing or wrong. Standard track-and-trace is not enough. You need order weight, packing photos, and signed proof.
Missed pre-dispute windows
The pre-dispute SLA is short. Cases that escalate purely because nobody responded in time count fully against your dispute ratio.
Cross-PSP blind spots
Your dispute ratio is calculated at merchant level. If you use Mollie for one channel and Adyen for another, neither sees the full picture. EPI does.
Unauthorised transaction claims
Strong customer authentication protects you here. But you still need to surface the SCA evidence in the dispute response. Not all PSP integrations do this automatically.
Subscription and instalment disputes
As Wero adds subscriptions and instalments through 2026 and 2027, the dispute surface grows. Each new transaction type is a new failure mode.
Start preparing today
Your existing disputes on Klarna, cards, and PayPal are the rehearsal for Wero. The infrastructure is the same.
Wero is the deadline. Today's disputes are the rehearsal.
Walk through your readiness with someone who knows the scheme. We map where you stand on Klarna, cards, and PayPal today, and what that means for Wero.
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