What you'll learn: Your role as a merchant in a Wero dispute, the four stages a case can go through, the deadlines you need to meet, and how to avoid extra fees.
Read more on types of disputes and MCCs in: What are the risks of Wero Payments
How Wero protects shoppers
Wero is a European payment method built with strong consumer protection. Shoppers can raise a problem with a completed payment for a limited set of reasons: for example the item never arrived, doesn't match the description, or a promised refund was never paid out. This is different from guaranteed payment methods, where a completed payment can't normally be reversed by the shopper.
Your role as a merchant
Mollie is your Payment Facilitator for Wero. As the merchant, you're the shopper's first point of contact when something goes wrong: the pre-dispute (see the stages below) happens directly between you and your shopper in the Wero Disputes Portal, and it's where most cases get resolved. You need to check the portal regularly and respond within the deadlines below. If a case escalates beyond this stage, Mollie will contact you directly to ask for your decision and any supporting evidence, and represents you for the rest of the process.
The four stages of a Wero dispute
| Stage | Who acts | What happens |
| 1. Pre-dispute | You and your shopper | The shopper raises a problem directly with you in the Disputes Portal. Most cases are resolved here. |
| 2. Chargeback | Mollie, on your behalf | If unresolved, the shopper's bank can raise a formal chargeback. Mollie asks you for a decision and evidence. |
| 3. Pre-arbitration | Mollie, on your behalf |
If the shopper's bank disagrees with the outcome, they can challenge it again. |
| 4. Arbitration | The Wero scheme (EPI) |
As a last resort, the scheme reviews the case and issues a final, binding decision. |
Most disputes are resolved at stage 1. Responding quickly and clearly in the pre-dispute stage is the best way to avoid a chargeback and the fees that come with one (see "Avoiding disputes and fees" below).
What shoppers can dispute
A shopper can only raise a dispute under one of these scheme-defined reasons:
| Category | Reason |
Processing error |
Duplicate charge |
| Processing error | Incorrect amount |
| Processing error | Incorrect currency |
| Processing error | Unauthorized transaction |
| Fraud | Item defective or not as described |
| Commercial | Item not received / service not rendered |
| Commercial | Charged after cancelling a recurring payment |
| Commercial | Refund not credited |
| Commercial | Un-authorized additional or deferred charge |
Exclusions apply. Some transaction types and merchant categories are excluded from disputes, or from commercial disputes specifically:
Certain MCCs are fully exempt from all disputes and chargebacks (e.g. government services, financial services, insurance, charities, licensed gambling).
Certain MCCs are exempt from commercial disputes only; consumers can still dispute fraud or duplicate charges (e.g. healthcare, passenger transport, construction trades, education, IT/repair services, utilities, professional services).
Payments under €10, and payments already refunded, are excluded.
Transition-period exceptions: shoppers ordering from the Netherlands cannot raise commercial disputes until 1 January 2028; shoppers ordering from France cannot raise commercial disputes until 1 November 2027 (fraud/processing-error disputes are still possible in both cases).
Check whether your MCC is exempt in What are the risks of Wero Payments. Exemptions are subject to change.
Stage 1: handling a pre-dispute in the Disputes Portal
Getting access
You will receive an email from EPI/Wero to login with the email address you've provided to us in your Mollie profile. They send you a temporary password to login. The temporary password is valid for 7 days and can only be used once, so please update asap. Always check you're on the official portal address before entering your credentials. The portal access is triggered by email, so treat unexpected login prompts with caution.
Reviewing & responding to claims
In your Wero portal, you'll be able to see all pre-disputes & chargebacks in the 'all pre-disputes' tab.
Open a claim to see the full picture: the shopper's message, order and delivery details, and your response options.
You have 7 calendar days to respond to a new pre-dispute. No response is treated the same as ignoring the claim; the shopper can then escalate straight to their bank.
| Action | What it means | What happens next |
| Reply | Send a message without resolving the claim yet |
Resets the 7-day response clock; useful if you need more information from the shopper |
| Accept | You agree with the shopper and choose full refund, partial refund, or resend/replacement |
You need to trigger this yourself within 7 calendar days: Mollie doesn't process it automatically. If you don't the shopper can escalate |
| Decline | You disagree with the claim and explain why, with evidence if you have it. |
The shopper can accept or escalate to their bank for a chargeback |
| Offer | You propose an alternative resolution, e.g. a voucher or goodwill credit |
The shopper has 7 days to accept or decline; if accepted, you must fulfil it within 7 days |
If a case escalates
If you decline, don't respond in time, or the shopper isn't satisfied with your offer, they can escalate the case to their bank. You'll see the status change to Escalated into chargeback in your Claims list, this is the point where the case leaves the pre-dispute stage.
Stage 2: chargeback
If the shopper's bank approves a formal chargeback, Mollie will contact you by email from chargebacks@mollie.com to ask for your decision:
accept the chargeback (the disputed amount is refunded to the shopper and the case is closed)
or contest it with evidence (Mollie submits your case to the shopper's bank for review).
We will also ask you to collect anything you have to support your case. Respond as quickly as you can: the scheme works to fixed deadlines, and if we can't reach you or get your evidence in time, the chargeback is automatically accepted on your behalf.
If you accept, or don't respond in time, the disputed amount is refunded to the shopper and the case is closed.
If you contest with sufficient evidence, Mollie submits your case to the shopper's bank for review.
Stages 3 & 4: pre-arbitration and arbitration
If the shopper's bank doesn't accept your evidence, they can escalate the case further. Mollie will again reach out for your input at each step. If the two banks still can't agree, the case goes to the Wero scheme (EPI), which reviews all the evidence and issues a final, binding ruling.
Timelines at a glance
| Step | Deadline | Who acts |
| Respond to a new pre-dispute | 7 calendar days |
you |
Fulfil an accepted refund or replacement |
7 calendar days |
you |
Shopper responds to your offer |
7 calendar days | Shopper |
Shopper can escalate to a chargeback after the pre-dispute closes |
14 calendar days |
Shopper |
Provide your decision and evidence for a chargeback |
As soon as possible; well before the scheme deadline (see below) |
You, via Mollie |
Scheme deadline to accept or contest a chargeback |
30 calendar days from the chargeback |
Mollie |
Shopper's bank responds to your evidence |
20 calendar days |
Shopper's bank |
Pre-arbitration response |
20 calendar days |
Mollie |
Arbitration request window |
10 calendar days |
Shopper's bank |
Evidence checklist
Keep this on hand for every order so you can respond quickly if a dispute comes in:
| Dispute reason | What to have ready |
Duplicate charge |
Order and payment references; proof only one order was fulfilled or the duplicate was refunded |
Incorrect amount or currency |
Checkout screen, invoice, order confirmation |
Paid by other means |
Proof of the other payment, fulfilment record |
Unauthorised transaction |
Order and delivery data, fraud check results, account history |
Defective or not as described |
Product description, terms and conditions, photos, delivery proof, returns policy |
Not received |
Delivery tracking, proof of handover, service completion logs |
Cancelled recurring payment |
Mandate, subscription terms, cancellation timestamp |
Refund not credited |
Refund request, execution date, reference number |
Unauthorised deferred charge |
Booking terms, itemized invoice, proof the shopper was informed in advance |
Avoiding disputes and fees
A dispute fee may apply if a case is lost, if you accept a chargeback, or if you refund after a dispute has been opened. Resolving valid claims quickly; ideally at the pre-dispute stage, is the best way to avoid extra fees and a lengthy process. Check your pricing page in the Mollie Dashboard for the exact dispute fee that applies to your account.
Tips for handling Wero disputes well
Use a shared team mailbox for disputes so nothing gets missed during holidays or staff changes. --> Please set this up in your profile before activating Wero!
Respond within 7 days, even if it's just to ask the shopper a clarifying question; this resets the clock.
Keep delivery and communication evidence on hand for every order, not just disputed ones.
Resolve valid claims early with a refund or replacement; it's faster and cheaper than a chargeback.
Keep evidence in English where possible, in case the case escalates further.
Need help?
If you have questions about a specific dispute, contact Mollie Merchant Support via your Dashboard.