Wero Chargebacks: What Digital Goods Merchants Need to Know
Wero is replacing iDEAL in the Netherlands and Payconiq in Belgium, and it brings something iDEAL never had: consumers can dispute a payment and force a chargeback. This guide explains how Wero disputes work, which merchants are exempt, and where digital goods sellers remain exposed.
iDEAL was final. Wero is not.
With iDEAL a completed payment was yours. There was no chargeback process and no buyer protection through the scheme; refunds happened only when the merchant chose to issue one. Wero works differently. It runs on SEPA Instant Credit Transfers, but its scheme rules give consumers mandatory buyer protection and a full dispute and chargeback process. PSPs therefore classify Wero as a non-guaranteed payment method.
| iDEAL | Wero | |
|---|---|---|
| Chargeback process | None | Pre-dispute, dispute, pre-arbitration, arbitration |
| Buyer protection via the scheme | No | Yes, mandatory |
| Refunds | Only at the merchant's initiative | Can be forced through the dispute process |
| Payment status for the merchant | Guaranteed | Non-guaranteed |
In Dutch: a Wero payment can be teruggeboekt. For merchants used to iDEAL, the storno is new.
How a Wero dispute works
A consumer first contacts the merchant. If that does not solve it, they open a pre-dispute in the Wero or banking app. If the pre-dispute is not resolved, they can escalate to a formal dispute with their own bank, which can turn it into a chargeback. Unresolved cases go to pre-arbitration and finally to arbitration by EPI, the scheme owner.
| Step | Deadline |
|---|---|
| Merchant responds to a pre-dispute | 7 calendar days |
| Merchant and consumer reach agreement in pre-dispute | 30 calendar days |
| Consumer escalates to a formal dispute | Within 14 days after the pre-dispute closes |
Deadlines and fees are applied by your PSP and can differ slightly between providers. Lost disputes carry a dispute fee, and PSPs may hold a reserve when your dispute rate rises.
What consumers can dispute
- Fraud: unauthorised payments, such as account takeover or compromised banking credentials.
- Processing errors: wrong amount, wrong currency, duplicate payment, or already paid by other means.
- Commercial disputes: item not received, not as described, or a promised refund not credited.
What this means for digital goods
EPI has exempted a number of merchant category codes from commercial disputes. They include MCC 6530, 6531 and 6532, the stored value load and money transfer codes used by many top-up and e-money sellers. The exemption is narrow: consumers can still dispute fraud and processing errors on those MCCs.
The timing is also phased. Consumers ordering from the Netherlands cannot raise commercial disputes until 1 January 2028; in France the date is 1 November 2027. Fraud disputes are not covered by those delays.
For a digital goods merchant the exposure that remains is the one that hurts most: a fraudster pays with a taken-over bank account, the code or top-up is delivered instantly, and the real account holder disputes the payment as fraud.
EPI monitors your fraud ratio
Wero runs an Excess Fraud Compliance Programme. Merchants above the thresholds face stricter monitoring, extra charges or added requirements to keep accepting Wero.
| Level | Fraud volume | Fraud ratio |
|---|---|---|
| Observation | €10,000 | 0.3% |
| Risk | €20,000 | 0.5% |
| Excess | €50,000 | 1.0% |
How ProtectMaxx protects Wero payments
ProtectMaxx scores every Wero payment before you deliver, in under 100ms, using 40+ signals per transaction: device, IP and geolocation, email age, velocity and transaction history across our network. Machine learning, rules and a 24/7 analyst team make the decision.
- Score Only (€0.10 per transaction): you get a score and a recommendation; you decide.
- Fully Covered (1–2% per transaction): we approve or decline, and we indemnify Wero chargebacks raised as fraud on transactions we approved. Starts after a 3–5 month shadow period.
Not covered: commercial disputes such as item not received or not as described. Those depend on your fulfilment and service, not on fraud.
Sources
- PAY. — Wero's disputes and chargebacks process (deadlines, iDEAL comparison; references EPI Rulebook v1.4, 30 June 2026)
- Mollie — What are the risks of Wero payments? (MCC exemptions, NL and FR dates, compliance thresholds)
- Mollie — How to handle Wero disputes (dispute reasons, response time)
- Airwallex — Wero disputes (four-stage lifecycle, dispute fees)
- Buckaroo — Wero (mandatory buyer protection, 7-day response)
Scheme rules change. Check the current rules with your PSP before relying on any date or threshold.
Frequently asked questions
Can a Wero payment be charged back?
Yes. Unlike iDEAL, Wero has mandatory buyer protection. A consumer can open a pre-dispute and escalate to a formal dispute with their bank, which can result in a chargeback on the merchant.
Are top-up and e-money sellers exempt from Wero disputes?
Only partly. MCCs 6530, 6531 and 6532 are exempt from commercial disputes, but consumers can still dispute fraud and processing errors on those MCCs.
When do Wero commercial disputes start in the Netherlands?
For consumers ordering from the Netherlands, commercial disputes start on 1 January 2028. Fraud disputes are not subject to that date.
Does ProtectMaxx cover Wero chargebacks?
ProtectMaxx Fully Covered indemnifies Wero chargebacks raised as fraud on transactions ProtectMaxx approved. Commercial disputes such as item not received or not as described are not covered.
Check your exposure
Tell us your volumes and payment methods. We'll show you where fraud is getting through and what full indemnification would cost.
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