Wero dispute handling process: what businesses need to know

Wero introduces disputes and chargebacks that guaranteed payment methods never had. Here's how it works, what it costs, and how to protect your margin.

Wero introduces disputes and chargebacks that guaranteed payment methods never had. Here's how it works, what it costs, and how to protect your margin.

Romy ten Nijenhuis

Romy ten Nijenhuis

Product delivery manager

Blog image showing several boxes

Wero is a new pan-European payment method backed by the European Payments Initiative (EPI), a coalition of European banks and financial service companies including BNP Paribas, ING, Deutsche Bank, and Rabobank. It moves money directly from your customer's bank account to yours over instant SEPA infrastructure. 

For your business, adopting Wero brings a significant change: it's non-guaranteed.

If you're used to iDEAL or Payconiq, you're used to payments that can't be reversed once they're made. Wero is different, as it introduces the possibility of disputes and chargebacks.

That means if a dispute is upheld, you could lose the sale and the product – and pay a fee on top. And someone on your team will need to track each case, gather evidence, and respond before the deadline.

In this article, we break down what non-guaranteed actually means, how the Wero dispute process works, and how to protect your revenue without giving up the payment methods your customers want to use.

Wero is a new pan-European payment method backed by the European Payments Initiative (EPI), a coalition of European banks and financial service companies including BNP Paribas, ING, Deutsche Bank, and Rabobank. It moves money directly from your customer's bank account to yours over instant SEPA infrastructure. 

For your business, adopting Wero brings a significant change: it's non-guaranteed.

If you're used to iDEAL or Payconiq, you're used to payments that can't be reversed once they're made. Wero is different, as it introduces the possibility of disputes and chargebacks.

That means if a dispute is upheld, you could lose the sale and the product – and pay a fee on top. And someone on your team will need to track each case, gather evidence, and respond before the deadline.

In this article, we break down what non-guaranteed actually means, how the Wero dispute process works, and how to protect your revenue without giving up the payment methods your customers want to use.

Wero is a new pan-European payment method backed by the European Payments Initiative (EPI), a coalition of European banks and financial service companies including BNP Paribas, ING, Deutsche Bank, and Rabobank. It moves money directly from your customer's bank account to yours over instant SEPA infrastructure. 

For your business, adopting Wero brings a significant change: it's non-guaranteed.

If you're used to iDEAL or Payconiq, you're used to payments that can't be reversed once they're made. Wero is different, as it introduces the possibility of disputes and chargebacks.

That means if a dispute is upheld, you could lose the sale and the product – and pay a fee on top. And someone on your team will need to track each case, gather evidence, and respond before the deadline.

In this article, we break down what non-guaranteed actually means, how the Wero dispute process works, and how to protect your revenue without giving up the payment methods your customers want to use.

Wero is a new pan-European payment method backed by the European Payments Initiative (EPI), a coalition of European banks and financial service companies including BNP Paribas, ING, Deutsche Bank, and Rabobank. It moves money directly from your customer's bank account to yours over instant SEPA infrastructure. 

For your business, adopting Wero brings a significant change: it's non-guaranteed.

If you're used to iDEAL or Payconiq, you're used to payments that can't be reversed once they're made. Wero is different, as it introduces the possibility of disputes and chargebacks.

That means if a dispute is upheld, you could lose the sale and the product – and pay a fee on top. And someone on your team will need to track each case, gather evidence, and respond before the deadline.

In this article, we break down what non-guaranteed actually means, how the Wero dispute process works, and how to protect your revenue without giving up the payment methods your customers want to use.

Guaranteed vs non-guaranteed

Two terms explain everything that's changing: guaranteed and non-guaranteed. Here's what each one actually means.

What is a guaranteed payment?

A scheme is the organisation that sets the rules behind a payment method, iDEAL and Payconiq are both examples. With a guaranteed payment method, the scheme carries the risk of reversal, not you.

Pay by iDEAL or Payconiq today, and the funds are yours the moment they land. Unless you refund the customer yourself, that money stays in your account, and the buyer has little to no way to force it back.

What is a non-guaranteed payment?

A non-guaranteed payment means the money isn't instantly final. The transaction goes through and the order gets placed, but the customer keeps the right to dispute it afterwards.

Wero runs on instant SEPA account-to-account infrastructure, so you get real-time confirmation and fast settlement. But because its rules let consumers raise a chargeback for processing errors, fraud or a commercial dispute, those funds are classified as non-guaranteed.

Guaranteed vs non-guaranteed payments

Guaranteed and non-guaranteed methods can vary on speed, cost, chargeback risk, and reach. 

But rather than compare broad categories, let’s take a look at what actually changes between iDEAL / Payconiq and Wero specifically: iDEAL settled instantly, Payconiq settled domestically within a day or two. Both carried no chargeback risk and didn't extend beyond their home market. 

Wero settles in real time, comes with a defined dispute process, and is built to work across borders. That's the actual trade-off: slightly more cost and risk in exchange for reach domestic-only guaranteed methods never could have.

Wero's dispute framework is also what makes that cross-border reach possible: strong customer authentication (SCA) gives banks and schemes the fraud protection they need to extend real-time payments across borders (something domestic guaranteed methods like iDEAL were never built to do).

We fully recognise that moving away from iDEAL’s instant finality creates a real operational shift and valid concern for finance teams," explains Romy ten Nijenhuis, Mollie’s Product Delivery Manager for Wero payments. "Wero consciously built this framework to compete directly with global credit cards and create a true European payment alternative. Our priority is to educate the businesses we serve on both the risks and the opportunities this creates.”

Two terms explain everything that's changing: guaranteed and non-guaranteed. Here's what each one actually means.

What is a guaranteed payment?

A scheme is the organisation that sets the rules behind a payment method, iDEAL and Payconiq are both examples. With a guaranteed payment method, the scheme carries the risk of reversal, not you.

Pay by iDEAL or Payconiq today, and the funds are yours the moment they land. Unless you refund the customer yourself, that money stays in your account, and the buyer has little to no way to force it back.

What is a non-guaranteed payment?

A non-guaranteed payment means the money isn't instantly final. The transaction goes through and the order gets placed, but the customer keeps the right to dispute it afterwards.

Wero runs on instant SEPA account-to-account infrastructure, so you get real-time confirmation and fast settlement. But because its rules let consumers raise a chargeback for processing errors, fraud or a commercial dispute, those funds are classified as non-guaranteed.

Guaranteed vs non-guaranteed payments

Guaranteed and non-guaranteed methods can vary on speed, cost, chargeback risk, and reach. 

But rather than compare broad categories, let’s take a look at what actually changes between iDEAL / Payconiq and Wero specifically: iDEAL settled instantly, Payconiq settled domestically within a day or two. Both carried no chargeback risk and didn't extend beyond their home market. 

Wero settles in real time, comes with a defined dispute process, and is built to work across borders. That's the actual trade-off: slightly more cost and risk in exchange for reach domestic-only guaranteed methods never could have.

Wero's dispute framework is also what makes that cross-border reach possible: strong customer authentication (SCA) gives banks and schemes the fraud protection they need to extend real-time payments across borders (something domestic guaranteed methods like iDEAL were never built to do).

We fully recognise that moving away from iDEAL’s instant finality creates a real operational shift and valid concern for finance teams," explains Romy ten Nijenhuis, Mollie’s Product Delivery Manager for Wero payments. "Wero consciously built this framework to compete directly with global credit cards and create a true European payment alternative. Our priority is to educate the businesses we serve on both the risks and the opportunities this creates.”

Two terms explain everything that's changing: guaranteed and non-guaranteed. Here's what each one actually means.

What is a guaranteed payment?

A scheme is the organisation that sets the rules behind a payment method, iDEAL and Payconiq are both examples. With a guaranteed payment method, the scheme carries the risk of reversal, not you.

Pay by iDEAL or Payconiq today, and the funds are yours the moment they land. Unless you refund the customer yourself, that money stays in your account, and the buyer has little to no way to force it back.

What is a non-guaranteed payment?

A non-guaranteed payment means the money isn't instantly final. The transaction goes through and the order gets placed, but the customer keeps the right to dispute it afterwards.

Wero runs on instant SEPA account-to-account infrastructure, so you get real-time confirmation and fast settlement. But because its rules let consumers raise a chargeback for processing errors, fraud or a commercial dispute, those funds are classified as non-guaranteed.

Guaranteed vs non-guaranteed payments

Guaranteed and non-guaranteed methods can vary on speed, cost, chargeback risk, and reach. 

But rather than compare broad categories, let’s take a look at what actually changes between iDEAL / Payconiq and Wero specifically: iDEAL settled instantly, Payconiq settled domestically within a day or two. Both carried no chargeback risk and didn't extend beyond their home market. 

Wero settles in real time, comes with a defined dispute process, and is built to work across borders. That's the actual trade-off: slightly more cost and risk in exchange for reach domestic-only guaranteed methods never could have.

Wero's dispute framework is also what makes that cross-border reach possible: strong customer authentication (SCA) gives banks and schemes the fraud protection they need to extend real-time payments across borders (something domestic guaranteed methods like iDEAL were never built to do).

We fully recognise that moving away from iDEAL’s instant finality creates a real operational shift and valid concern for finance teams," explains Romy ten Nijenhuis, Mollie’s Product Delivery Manager for Wero payments. "Wero consciously built this framework to compete directly with global credit cards and create a true European payment alternative. Our priority is to educate the businesses we serve on both the risks and the opportunities this creates.”

Two terms explain everything that's changing: guaranteed and non-guaranteed. Here's what each one actually means.

What is a guaranteed payment?

A scheme is the organisation that sets the rules behind a payment method, iDEAL and Payconiq are both examples. With a guaranteed payment method, the scheme carries the risk of reversal, not you.

Pay by iDEAL or Payconiq today, and the funds are yours the moment they land. Unless you refund the customer yourself, that money stays in your account, and the buyer has little to no way to force it back.

What is a non-guaranteed payment?

A non-guaranteed payment means the money isn't instantly final. The transaction goes through and the order gets placed, but the customer keeps the right to dispute it afterwards.

Wero runs on instant SEPA account-to-account infrastructure, so you get real-time confirmation and fast settlement. But because its rules let consumers raise a chargeback for processing errors, fraud or a commercial dispute, those funds are classified as non-guaranteed.

Guaranteed vs non-guaranteed payments

Guaranteed and non-guaranteed methods can vary on speed, cost, chargeback risk, and reach. 

But rather than compare broad categories, let’s take a look at what actually changes between iDEAL / Payconiq and Wero specifically: iDEAL settled instantly, Payconiq settled domestically within a day or two. Both carried no chargeback risk and didn't extend beyond their home market. 

Wero settles in real time, comes with a defined dispute process, and is built to work across borders. That's the actual trade-off: slightly more cost and risk in exchange for reach domestic-only guaranteed methods never could have.

Wero's dispute framework is also what makes that cross-border reach possible: strong customer authentication (SCA) gives banks and schemes the fraud protection they need to extend real-time payments across borders (something domestic guaranteed methods like iDEAL were never built to do).

We fully recognise that moving away from iDEAL’s instant finality creates a real operational shift and valid concern for finance teams," explains Romy ten Nijenhuis, Mollie’s Product Delivery Manager for Wero payments. "Wero consciously built this framework to compete directly with global credit cards and create a true European payment alternative. Our priority is to educate the businesses we serve on both the risks and the opportunities this creates.”

Image with Wero logo
Image with Wero logo

Want the full picture on Wero

Everything European businesses need to know about Wero payments beyond just dispute process.

The Wero dispute process explained

When a consumer contests a Wero transaction, EPI splits disputes into three categories: processing errors (technical issues or wrong amounts), fraud (unauthorised transactions), and commercial disputes (goods or services that didn't arrive as expected).

To keep this simple, disputes move through three phases:

Phase 1: Pre-dispute

In this first phase, you and the customer sort out the issue directly, without a bank or payment provider involved. This stage is free.

On onboarding, you will get access to the EPI portal so you can track pre-disputes, disputes and chargebacks as they happen. Here you can also be in contact with your customer. 

Phase 2: Formal dispute

If you and the customer can't resolve it directly, the dispute escalates to your payment provider and the customer's bank.

This is where fees start: chargeback fees, representment fees, and pre-arbitration fees. 

A good payment provider should review the evidence and contest the claim on your behalf, rather than leaving you to handle the bank correspondence yourself. We will help you in what proof is needed to respond to a dispute and challenge this with the customer's bank.

If a chargeback is approved, the amount comes out of your payment balance.

Phase 3: Arbitration

When a dispute remains contested by both parties, it moves to binding arbitration through the EPI scheme, which comes with its own arbitration fees.

When a consumer contests a Wero transaction, EPI splits disputes into three categories: processing errors (technical issues or wrong amounts), fraud (unauthorised transactions), and commercial disputes (goods or services that didn't arrive as expected).

To keep this simple, disputes move through three phases:

Phase 1: Pre-dispute

In this first phase, you and the customer sort out the issue directly, without a bank or payment provider involved. This stage is free.

On onboarding, you will get access to the EPI portal so you can track pre-disputes, disputes and chargebacks as they happen. Here you can also be in contact with your customer. 

Phase 2: Formal dispute

If you and the customer can't resolve it directly, the dispute escalates to your payment provider and the customer's bank.

This is where fees start: chargeback fees, representment fees, and pre-arbitration fees. 

A good payment provider should review the evidence and contest the claim on your behalf, rather than leaving you to handle the bank correspondence yourself. We will help you in what proof is needed to respond to a dispute and challenge this with the customer's bank.

If a chargeback is approved, the amount comes out of your payment balance.

Phase 3: Arbitration

When a dispute remains contested by both parties, it moves to binding arbitration through the EPI scheme, which comes with its own arbitration fees.

When a consumer contests a Wero transaction, EPI splits disputes into three categories: processing errors (technical issues or wrong amounts), fraud (unauthorised transactions), and commercial disputes (goods or services that didn't arrive as expected).

To keep this simple, disputes move through three phases:

Phase 1: Pre-dispute

In this first phase, you and the customer sort out the issue directly, without a bank or payment provider involved. This stage is free.

On onboarding, you will get access to the EPI portal so you can track pre-disputes, disputes and chargebacks as they happen. Here you can also be in contact with your customer. 

Phase 2: Formal dispute

If you and the customer can't resolve it directly, the dispute escalates to your payment provider and the customer's bank.

This is where fees start: chargeback fees, representment fees, and pre-arbitration fees. 

A good payment provider should review the evidence and contest the claim on your behalf, rather than leaving you to handle the bank correspondence yourself. We will help you in what proof is needed to respond to a dispute and challenge this with the customer's bank.

If a chargeback is approved, the amount comes out of your payment balance.

Phase 3: Arbitration

When a dispute remains contested by both parties, it moves to binding arbitration through the EPI scheme, which comes with its own arbitration fees.

When a consumer contests a Wero transaction, EPI splits disputes into three categories: processing errors (technical issues or wrong amounts), fraud (unauthorised transactions), and commercial disputes (goods or services that didn't arrive as expected).

To keep this simple, disputes move through three phases:

Phase 1: Pre-dispute

In this first phase, you and the customer sort out the issue directly, without a bank or payment provider involved. This stage is free.

On onboarding, you will get access to the EPI portal so you can track pre-disputes, disputes and chargebacks as they happen. Here you can also be in contact with your customer. 

Phase 2: Formal dispute

If you and the customer can't resolve it directly, the dispute escalates to your payment provider and the customer's bank.

This is where fees start: chargeback fees, representment fees, and pre-arbitration fees. 

A good payment provider should review the evidence and contest the claim on your behalf, rather than leaving you to handle the bank correspondence yourself. We will help you in what proof is needed to respond to a dispute and challenge this with the customer's bank.

If a chargeback is approved, the amount comes out of your payment balance.

Phase 3: Arbitration

When a dispute remains contested by both parties, it moves to binding arbitration through the EPI scheme, which comes with its own arbitration fees.

When can't a customer dispute a Wero payment?

The EPI has created limits and exceptions to stop abuse and protect businesses from frivolous chargeback claims. Not every transaction carries the same risk:

  • Transaction value thresholds: payments under €10 can't be charged back at all, so you're not stuck fighting micro-disputes over small amounts.

  • Existing refunds: once you've refunded an order yourself, a chargeback can't be opened on top of it.

  • Regional rollout timelines: dispute rules roll out market by market, not all at once. In the Netherlands, technical and fraud disputes apply as soon as a business's Wero integration goes live (migrations begin from October 2026), but commercial disputes don't apply until 1 January 2028. In France, commercial disputes start from 1 November 2027.

The EPI has created limits and exceptions to stop abuse and protect businesses from frivolous chargeback claims. Not every transaction carries the same risk:

  • Transaction value thresholds: payments under €10 can't be charged back at all, so you're not stuck fighting micro-disputes over small amounts.

  • Existing refunds: once you've refunded an order yourself, a chargeback can't be opened on top of it.

  • Regional rollout timelines: dispute rules roll out market by market, not all at once. In the Netherlands, technical and fraud disputes apply as soon as a business's Wero integration goes live (migrations begin from October 2026), but commercial disputes don't apply until 1 January 2028. In France, commercial disputes start from 1 November 2027.

The EPI has created limits and exceptions to stop abuse and protect businesses from frivolous chargeback claims. Not every transaction carries the same risk:

  • Transaction value thresholds: payments under €10 can't be charged back at all, so you're not stuck fighting micro-disputes over small amounts.

  • Existing refunds: once you've refunded an order yourself, a chargeback can't be opened on top of it.

  • Regional rollout timelines: dispute rules roll out market by market, not all at once. In the Netherlands, technical and fraud disputes apply as soon as a business's Wero integration goes live (migrations begin from October 2026), but commercial disputes don't apply until 1 January 2028. In France, commercial disputes start from 1 November 2027.

The EPI has created limits and exceptions to stop abuse and protect businesses from frivolous chargeback claims. Not every transaction carries the same risk:

  • Transaction value thresholds: payments under €10 can't be charged back at all, so you're not stuck fighting micro-disputes over small amounts.

  • Existing refunds: once you've refunded an order yourself, a chargeback can't be opened on top of it.

  • Regional rollout timelines: dispute rules roll out market by market, not all at once. In the Netherlands, technical and fraud disputes apply as soon as a business's Wero integration goes live (migrations begin from October 2026), but commercial disputes don't apply until 1 January 2028. In France, commercial disputes start from 1 November 2027.

Offer Wero with Mollie

Wero is now rolling out to Mollie customers across Europe, and it sits alongside the 35+ local and international payment methods you can already offer through one Mollie integration.

That means adding Wero doesn't mean a separate contract, a separate dashboard, or a separate integration – it's all part of the same account and checkout you already use.

Wero is now rolling out to Mollie customers across Europe, and it sits alongside the 35+ local and international payment methods you can already offer through one Mollie integration.

That means adding Wero doesn't mean a separate contract, a separate dashboard, or a separate integration – it's all part of the same account and checkout you already use.

Wero is now rolling out to Mollie customers across Europe, and it sits alongside the 35+ local and international payment methods you can already offer through one Mollie integration.

That means adding Wero doesn't mean a separate contract, a separate dashboard, or a separate integration – it's all part of the same account and checkout you already use.

Wero is now rolling out to Mollie customers across Europe, and it sits alongside the 35+ local and international payment methods you can already offer through one Mollie integration.

That means adding Wero doesn't mean a separate contract, a separate dashboard, or a separate integration – it's all part of the same account and checkout you already use.

Wero dispute handling FAQs

1. Can a customer reverse a Wero payment?

Yes. Consumers can raise a chargeback for processing errors, fraud, or a commercial dispute through the dispute flow covered above. But transactions under €10, or orders you've already refunded yourself, can't be reversed.

2. What is my liability if a transaction is fraudulent?

For unauthorised transactions, usually not much. Wero relies on strong customer authentication (SCA), a security check run by the customer's own bank, the issuing bank, before a payment goes through. If that check fails and the payment turns out to be fraudulent, liability generally sits with the issuing bank, not you. Commercial disputes are different: if a customer says the goods or service they paid for never arrived, or wasn't as described, that's your responsibility to resolve.

3. How does this differ from the protections I am used to?

Legacy domestic methods like iDEAL and Payconiq settled on a guaranteed basis: once a payment landed, it was yours, with no credit risk attached. Wero moves closer to how card payments work: real-time settlement, but with a dispute process attached, bringing the buyer protections shoppers already expect from cards. That said, Wero's exemptions and phased rollout mean you're not exposed on every transaction, or in every market, right away.

1. Can a customer reverse a Wero payment?

Yes. Consumers can raise a chargeback for processing errors, fraud, or a commercial dispute through the dispute flow covered above. But transactions under €10, or orders you've already refunded yourself, can't be reversed.

2. What is my liability if a transaction is fraudulent?

For unauthorised transactions, usually not much. Wero relies on strong customer authentication (SCA), a security check run by the customer's own bank, the issuing bank, before a payment goes through. If that check fails and the payment turns out to be fraudulent, liability generally sits with the issuing bank, not you. Commercial disputes are different: if a customer says the goods or service they paid for never arrived, or wasn't as described, that's your responsibility to resolve.

3. How does this differ from the protections I am used to?

Legacy domestic methods like iDEAL and Payconiq settled on a guaranteed basis: once a payment landed, it was yours, with no credit risk attached. Wero moves closer to how card payments work: real-time settlement, but with a dispute process attached, bringing the buyer protections shoppers already expect from cards. That said, Wero's exemptions and phased rollout mean you're not exposed on every transaction, or in every market, right away.

1. Can a customer reverse a Wero payment?

Yes. Consumers can raise a chargeback for processing errors, fraud, or a commercial dispute through the dispute flow covered above. But transactions under €10, or orders you've already refunded yourself, can't be reversed.

2. What is my liability if a transaction is fraudulent?

For unauthorised transactions, usually not much. Wero relies on strong customer authentication (SCA), a security check run by the customer's own bank, the issuing bank, before a payment goes through. If that check fails and the payment turns out to be fraudulent, liability generally sits with the issuing bank, not you. Commercial disputes are different: if a customer says the goods or service they paid for never arrived, or wasn't as described, that's your responsibility to resolve.

3. How does this differ from the protections I am used to?

Legacy domestic methods like iDEAL and Payconiq settled on a guaranteed basis: once a payment landed, it was yours, with no credit risk attached. Wero moves closer to how card payments work: real-time settlement, but with a dispute process attached, bringing the buyer protections shoppers already expect from cards. That said, Wero's exemptions and phased rollout mean you're not exposed on every transaction, or in every market, right away.

1. Can a customer reverse a Wero payment?

Yes. Consumers can raise a chargeback for processing errors, fraud, or a commercial dispute through the dispute flow covered above. But transactions under €10, or orders you've already refunded yourself, can't be reversed.

2. What is my liability if a transaction is fraudulent?

For unauthorised transactions, usually not much. Wero relies on strong customer authentication (SCA), a security check run by the customer's own bank, the issuing bank, before a payment goes through. If that check fails and the payment turns out to be fraudulent, liability generally sits with the issuing bank, not you. Commercial disputes are different: if a customer says the goods or service they paid for never arrived, or wasn't as described, that's your responsibility to resolve.

3. How does this differ from the protections I am used to?

Legacy domestic methods like iDEAL and Payconiq settled on a guaranteed basis: once a payment landed, it was yours, with no credit risk attached. Wero moves closer to how card payments work: real-time settlement, but with a dispute process attached, bringing the buyer protections shoppers already expect from cards. That said, Wero's exemptions and phased rollout mean you're not exposed on every transaction, or in every market, right away.

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Adding Wero doesn't mean a separate contract, a separate dashboard, or a separate integration – it's all part of the same account and checkout you already use.

MollieGrowthWero dispute handling process: what businesses need to know
MollieGrowthWero dispute handling process: what businesses need to know
MollieGrowthWero dispute handling process: what businesses need to know
MollieGrowthWero dispute handling process: what businesses need to know