A card dispute occurs when a cardholder questions a charge made to their card account. Card disputes can arise for various reasons, including unauthorized transactions, billing errors, or dissatisfaction with goods or services received. Before filing a dispute, please consider the following:
- Merchants may use different billing names. Search online for more info.
- If a transaction seems unfamiliar, check with additional users on your account to see if anyone made that transaction.
- Review receipts, statements, and online orders to identify possible previous transactions.
Important note before filing a dispute:
If a charge is unauthorized, you can file a dispute via the Novo app or web app.
If a transaction related to the billing appears incorrect or there is a problem with the purchase, we ask that you work directly with the merchant first, as this is the quickest way to resolve the issue. If the merchant is uncooperative, you can file a dispute for the charge.
Please note that we will ask you to provide evidence of communication with the merchant such as screenshots, the conversation between you and the merchant via email, proof of cancellation, tracking information, and an attempt to return the items. Please make sure to submit this evidence via PDF format.
After a dispute is filed, you will receive an email confirmation about the dispute. We will also keep you informed about the status of your dispute throughout the entire process, so keep an eye out for email communications from us.
We work hard to resolve disputes as soon as possible. Please note that the entire process can take up to 120 days to be resolved per our card network guidelines.