Wero

Wero is a pan-European account-to-account (A2A) payment method developed by the European Payments Initiative (EPI). Designed to unify the fragmented European payment landscape, Wero enables shoppers to make fast, secure, and instant payments directly from their bank accounts using the Wero digital wallet or their integrated mobile banking app.

Wero is strategically absorbing and replacing major domestic payment schemes across Europe, including iDEAL in the Netherlands, Payconiq in Belgium, and Paylib in France, while also launching in Germany. By integrating Wero, you gain cross-border reach across these key European markets through a single integration.

How shoppers pay with Wero

Shoppers are always required to authenticate themselves in order to authorize a payment. This authentication is based on bank-grade Strong Customer Authentication (SCA) mechanisms. The checkout experience depends on the shopper's device:

• On mobile (m-commerce): When the shopper selects Wero on your checkout page, they are automatically redirected to the Wero payment page. In this page, the shopper selects their preferred Wero digital wallet (either a standalone Wero app or their bank's integrated app). Then, they authenticate the payment using biometric Strong Customer Authentication (SCA) and are redirected back to your confirmation page.
• On desktop (e-commerce): When the shopper selects Wero on your checkout page, they are automatically redirected to the Wero payment page. In this page, a dynamic Wero QR code is displayed on their screen. The shopper scans this QR code using their Wero wallet (bank app or Wero app) on their mobile device. Then, they authenticate the payment via SCA. After that, the shopper is redirected from the Wero payment page to your confirmation page.

iDEAL to Wero Transition (Netherlands)

If you currently process iDEAL transactions, Adyen ensures a seamless, merchant-led transition to Wero. Adyen runs the existing iDEAL infrastructure in parallel with the new Wero rails. You can add Wero to your checkout as a distinct, new payment method at your own pace, with the security of continuing to process iDEAL volumes until the scheme's eventual sunset.

Payment type	Payment flow	Countries	Currencies	Recurring	Refunds	Partial refunds	Multiple partial refunds	Separate captures	Partial captures	Multiple partial captures	Chargebacks
Online Banking	Direct	BE, FR, DE, NL	EUR

Disputes

Wero is a non-guaranteed payment method. Although a Wero payment settles almost instantly over SEPA Instant Credit Transfer rails, shoppers can still challenge a transaction afterwards. You need to understand the dispute process and respond before each deadline to avoid losing a dispute by default.

How the dispute process works

Wero disputes have two stages:

• Pre-dispute: The shopper and you discuss the issue through the Wero app or the shopper's banking app. No money moves at this stage. Most cases are resolved here.
• Chargeback: If the pre-dispute does not resolve the issue, the shopper's bank can raise a formal chargeback. Funds move at this stage. The case can then progress through representment, pre-arbitration, and arbitration. EPI, the scheme operator, makes the final binding decision.

You do not deal directly with EPI or the shopper's bank. Adyen notifies you at each stage, and you can respond through your integration or your Customer Area.

The process at a glance

If you must act and miss the deadline, you lose by default. If the other side must act and misses the deadline, you win by default. The two deadlines that matter most are the 30-day chargeback response and the 20-day pre-arbitration response.

Stage 1: Pre-dispute

Who can raise a pre-dispute, and when

A shopper can raise a pre-dispute against a Wero payment within 120 calendar days of the transaction date.

For some goods and services, the time limit extends to 120 days after the expected delivery date, up to a maximum of 540 days after the transaction date. This extension applies to travel and accommodation, vehicle and boat rental, transportation (airlines, rail, bus, and ferries), real estate, and event tickets. It applies only to these reasons: defective or not as described, not received, refund not credited, or technical error. For example, a shopper might not know about a problem until after a holiday that differs from what they booked.

A pre-dispute requires a transaction value of at least EUR 10. Some categories, including tolls, local transport, digital goods, and betting, have no minimum.

A shopper cannot raise a pre-dispute if:

• You have already fully refunded the payment.
• The shopper's Wero-linked bank account is based in France, until 1 November 2027.
• The shopper's Wero-linked bank account is based in the Netherlands, until 1 January 2028.

Each transaction can have only one pre-dispute. The shopper cannot reopen a closed case or start a new one for the same payment.

What you need to do

When a shopper raises a pre-dispute, you are notified and have 7 days to respond. You can:

• Accept the claim and issue a full refund to close the case immediately.
• Reply and exchange evidence without making a formal decision.
• Reject the claim and explain why.

If you accept the claim by issuing a refund, you have a further 7 days to complete it. Only a full refund closes the case automatically. A partial refund does not close the case automatically. The shopper must close it, or it times out.

If you do not respond within 7 days or you reject the claim, the shopper has 14 days to ask their bank to escalate the case to a formal chargeback. If the shopper does not act within that window, the pre-dispute closes and cannot be escalated later.

No money moves during the pre-dispute stage. Funds move only when the case reaches the chargeback stage.

Stage 2: Chargeback, representment, and beyond

Chargeback

If a pre-dispute is not resolved, the shopper's bank reviews the pre-dispute history, including your responses and evidence. The bank decides within 30 days whether to approve a formal chargeback. If the bank approves it, the disputed amount is debited from you and transferred to the shopper's bank. Adyen notifies you.

You then have 30 days to accept or contest the chargeback:

• Accept: The case closes, and the shopper keeps the funds.
• Represent (contest): Submit evidence, such as proof of delivery, accepted terms, or proof that you already issued a refund. When you represent a chargeback, the disputed amount is transferred back to you while the shopper's bank reviews your evidence.

If you do not respond within 30 days, the chargeback is accepted automatically against you.

Representment outcome

The shopper's bank has 20 days to review your representment:

• Accepted: The case closes, and you keep the funds.
• Declined: The case automatically escalates to pre-arbitration.

Pre-arbitration

Pre-arbitration is the last stage before EPI reviews the case. You have 20 days to respond:

• Accept: The case closes, and you transfer the disputed amount back to the shopper's side.
• Decline: The shopper's bank has 10 days to decide whether to escalate the case to arbitration. If the bank does not act within that time, the case closes in your favor.

If you do not respond within 20 days, the pre-arbitration is accepted automatically against you.

Arbitration

EPI (Wero) reviews the full case history and makes the final binding decision. After escalation, both sides have 7 days to withdraw before EPI rules:

• The shopper's bank can withdraw. The case closes in your favor.
• You can accept liability. The case closes in the shopper's favor.

EPI can reject the case for procedural reasons, such as missing data or non-compliance with scheme rules. Otherwise, EPI rules for one side, and its decision is final.

Arbitration is rare. For low-value transactions, it is rarely worth pursuing. By this stage, the case has already been reviewed three times.

Dispute reasons

When a shopper raises a pre-dispute, they select a reason. If the case escalates to a chargeback, the reason maps to one of these official categories:

Managing disputes

Adyen notifies you at each stage. You can respond through your Customer Area or programmatically through the Disputes API, as you do for card disputes. Wero disputes appear alongside your other disputes and can be filtered by payment method.

How do you want to integrate?

See also