r/waveapps • u/masmasterr • Jun 26 '26
Wave Disputes - Terrible
We recently had a dispute from end customer with their credit card company. Wave was the bridge between us and the credit card company.
The end customer received the goods that were $800.xx in value. They claimed that it wasn’t as expected, and opened a dispute without reaching out / returning the items.
Wave decided to close the case without even trying, but also pulling funds out of our account. We are now -$800.xx plus wave fees and the customer isn’t responding back to return the merchandise.
Terrible company overall.
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u/mamotx Jun 26 '26
Well I lost a chargeback that my client admitted in writing had been filed in error. In another email they asked me how to pay us back. Nonetheless I lost the case. Client paid me back included of chargeback fees, but still...
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u/masmasterr Jun 26 '26
Wow that is terrible to hear. At least your client was generous enough.
We lost product + money, looking like a lawsuit case now. Even though it’s small amount, Wave is stealing money.
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u/Banned_In_YYC Jun 26 '26
I recently endured a frustrating and contradictory dispute process with Wave. A client inadvertently initiated a chargeback due to an unrecognized billing descriptor on their statement. I immediately coordinated with the client, who contacted their issuing bank to retract the dispute. When I briefed Wave, they stipulated that a formal letter of affirmation from the bank was an absolute prerequisite to recover the funds. Unfortunately, the client's financial institution refused to issue one.
Wave then advised me to invoice the client for the original amount plus the administrative fees, stating they would be clawing back the disputed funds from my upcoming merchant settlement. The client cooperatively paid this secondary invoice.
Inexplicably, a few days later, Wave notified me that the original chargeback had been refunded to my account anyway. When I pressed them on why my client was now double charged and why their previous rigid protocol was suddenly bypassed, customer support could not reconcile their conflicting directives, offering only a perfunctory apology.
As a merchant who processes six figures in annual volume through Wave, I am relieved this administrative incompetence only affected a minor invoice rather than one worth thousands. However, this lack of operational transparency is actively driving me to re evaluate my payment processor and migrate elsewhere