If a seller never shipped an item after you paid via Wise, Wise lacks a formal buyer protection or purchase guarantee policy for non-delivery disputes. Wise operates as a transfer service for peer-to-peer or cross-border payments, without automated refunds or dispute resolution like marketplaces. Contact the seller first for a refund or proof of shipment. If that fails, check your funding method for separate options, such as a credit card dispute through your issuer.
What Controls a Non-Delivery Issue on Wise
Wise transfers follow the platform's general terms, without a dedicated buyer protection program or confirmed process for non-delivery disputes. No official Wise policy addresses escalation for goods not shipped. The primary route is the seller's own refund policy, if one exists.
Payment method affects options: Transfers funded by bank debit or Wise balance have no built-in reversibility. Credit card funding allows separate disputes through the card issuer.
What Does Not Control This Issue
Wise does not provide marketplace-style protections. It lacks eBay or PayPal buyer guarantees that review evidence and enforce seller accountability.
Credit card chargebacks follow a separate process through the issuer, not Wise. General U.S. FTC guidance on e-commerce applies but offers no specific Wise dispute path or non-delivery deadlines.
| Common Confusion | Why It Does Not Apply |
|---|---|
| Marketplace buyer protection (e.g., PayPal) | Wise is a transfer service, not a marketplace holding funds in escrow. |
| Credit card chargeback via Wise | Chargebacks go directly to the card issuer; Wise transfers lack a reversal process. |
| Automatic Wise refund | No confirmed policy for non-delivery claims. |
Practical Next Steps
Gather evidence before acting: payment confirmation from Wise, seller order details, all communications (screenshots with timestamps), stated delivery timeline, and tracking attempts.
- Contact the seller: Message via their platform or email demanding a full refund or shipment proof. Document all responses.
- Check funding source: If funded via credit card linked to Wise, contact your issuer about a chargeback (time limits apply).
- Reach Wise support: Report the transfer via the app or Wise Help Centre. Reversals are not standard.
- Escalate if needed: For U.S. buyers, consider a general complaint with the FTC on misrepresentation, though outcomes vary.
Limits apply: No confirmed deadlines for seller response or Wise action. Success depends on evidence and payment method.
FAQ
Can I open a dispute with Wise if the seller never shipped?
No formal dispute process exists for Wise transfers. Contact the seller and your funding source instead.
Does Wise offer purchase protection?
No confirmed buyer protection or guarantee policy for non-delivery.
What if I funded Wise with a credit card?
Contact your card issuer about a chargeback, not Wise.
How soon should I act?
Contact the seller immediately; check funding source time limits.