To file a dispute in the Novo App, follow the steps below.
1. Please log into the Novo app on your iPhone or Android device
2. Go to the ‘Activity’ Tab
3. Select the transaction you would like to dispute
4. Click on the ⚙️wheel icon top right corner of your screen, and select 'Dispute this transaction'
5. In the 'Select Reason' section, choose the reason for the transaction dispute Depending on the dispute reason you specify, you may be prompted to provide additional details or supporting evidence to substantiate your claim on the following screen.
To file a dispute on the web, follow the steps below.
1. Please log into your Novo account.
2. Go to the ‘Activity’ Tab
3. Select the transaction you would like to dispute
4. Click on 'Dispute this transaction'
5. In the 'Select Reason' section, choose the reason for the transaction dispute Depending on the dispute reason you specify, you may be prompted to provide additional details or supporting evidence to substantiate your claim on the following screen.
The more information you provide, the better we can resolve your dispute claim.
Once we receive your dispute request from the app, it will be forwarded to our Disputes Team. Our team will contact you if we require any additional information.
You will receive an email from Novo within 10 business days outlining the next steps in the dispute process. The entire dispute process can take up to 120 days; however, we will notify you via email with updates on your dispute. These updates will be sent to the email address associated with your Novo account, so be sure to check your spam folder if you do not receive them in your inbox