To proceed with filing a dispute, please follow the steps below.
Please log into the Novo app on your iPhone or Android device
Go to the 'Activity' tab and select the transaction in question.
Select the wheel in the top right corner of your screen and select 'Report an Issue'.
If you have more than one transaction to dispute, you will need to file a separate dispute for each one.
Once you begin, please note the following important tips for this process:
Only provide one reason for your dispute. Since you never gave this merchant your card information, you'll select 'Unauthorized Transaction'.
The amount, date, merchant name, and details of the dispute need to match the transaction exactly before submitting. If the details of the transaction are listed incorrectly, your dispute will be sent back.
When you enter your comments, the more information provided the better. But make sure your details match the reason you chose (e.g. do not provide a delivery date for an 'Unauthorized Transaction').
As these are unauthorized transactions, you can upload any blank document instead of a conversation with the merchant. Once we receive your dispute request from the app, this will be forwarded to our dispute team and they will take it from there.
Currently, our team is given a window of up to 120 days to process a dispute. We do not expect this to take the full 120 days, but the disputes team is always allotted this time. Also, note that during the investigation process, we don’t receive any updates from our disputes team on the status of your dispute.