Novo is dedicated to helping you resolve any transaction issues you might face. If you authorized a transaction but have concerns about the product, service, or specifics of the transaction, please contact the merchant directly to address the problem. Be sure to keep records of your communication in case you need to file a dispute through Novo later on.
If a charge appears that was not authorized by you or anyone else on your account, it's important to file a fraud dispute.
Here's how to get started:
Double-check the details
- Verify initiator: Confirm whether you initiated the transaction yourself
- Review subscriptions: Look over any free trials that may have ended or recurring payments you might have overlooked
- Investigate unknown merchant names: Research the merchant online to see if they operate under a different name or are affiliated with another company
Prepare for the process
When you report a problem, we'll ask questions like:
- Have you ever given the merchant your credit card information?
- Do you recognize any details of the purchase?
- Based on your answers, we'll determine if your claim is classified as a fraud or as a merchant dispute.
Report a problem
One of the most convenient ways to report an issue is through the Novo mobile app. To report a problem with a charge, select the transaction from your recent transaction list, then select "Report a Problem" and answer the questions about the charge.
What kinds of transaction problems can I report?
You can notify us when:
- You're still being charged for something you canceled
- You didn't receive what you paid for
- What you received was not as described
- You've been charged twice for the same purchase
- You don't recognize the charge
- You think you're being scammed
How long until my transaction problem is resolved?
- The entire chargeback process can take up to 120 days to be fully investigated and resolved.
What's the difference between a Fraud Dispute and a Merchant Dispute?
- Merchant Dispute: If a transaction was authorized by you but there's an issue with the product, service, or transaction details.
- Fraud Dispute: If a transaction was not authorized by you or anyone on your account.