If you authorized a charge but are experiencing issues with the product, service, or details of the transaction, you can initiate a merchant dispute. Here's what you can expect throughout the process.
Before you file a dispute
Confirm the charge has posted
You cannot dispute a pending transaction because the amount may change or be removed from your account entirely. You can report a problem once the transaction has posted, which generally happens within about seven days.
Contact the merchant
Try to resolve the issue directly with the merchant first. This is often the quickest way to address problems. Be aware that it can take up to 120 days for Novo to resolve a dispute on your behalf.
Have your paperwork on hand
If the issue isn't resolved after contacting the merchant, collect all relevant documents before filing your dispute with Novo. Keep all documentation until your dispute is fully investigated and settled.
Examples of documents to gather:
Receipts and invoices
Pictures of the product or service
All communications with the merchant
Proof of cancellation of goods or services
When you file a merchant dispute
To file a dispute using the Novo mobile app, you need to do so within 90 days of the transaction date. If more than 90 days have passed, please contact us through the "Support" tab in the Novo mobile app or call our customer support phone number.
One of the most convenient ways to begin your dispute is through the Novo mobile app. Select the transaction from your recent list, then choose "Report a Problem" and answer the questions about the charge.
After you file a merchant dispute
Once you submit your claim:
Novo will act as an intermediary between you and the merchant.
Within 120 days, the process will conclude, and you'll receive a message detailing the dispute decision.
Possible outcomes
Merchant Is Found Responsible:
A final credit for the disputed amount is added to your statement and any interest incurred during the dispute process is automatically reversed.
Merchant is not found responsible:
The original charge remains in your statement, along with any potential incurred interest or fees.
If you're not satisfied with the outcome, you can request the documentation related to your dispute by contacting our customer support team.
What’s considered a merchant dispute?
A merchant dispute can be filed when you've authorized a transaction but there's an issue with the product, service, or transaction details.
Examples Include:
Being charged for something you canceled.
Not receiving what you paid for.
Receiving something that was not as described.
Being charged twice for the same purchase.
What if I can't contact the merchant?
If you're unable to reach the merchant, you can still file a dispute with Novo. Documentation showing your attempt to resolve the issue can strengthen your case.
What documents do I need?
Receipts and invoices
Pictures of the product or service
Communications with the merchant