What is a card transaction dispute?

A dispute is when you question a charge on your card. This can happen if: You don’t recognize the transaction There’s a billing error There’s an issue with what you purchased Before you file a dispute: Check if the business's (merchant) name looks different than expected Ask anyone else on your account if they made the purchase Review receipts or past orders When to file a dispute: Unauthorized charge: File a dispute in the app or on the Novo website. Issue with a purchase: Contact the business first—this is usually the quickest way to resolve things. If the merchant doesn’t resolve it, you can file a dispute. You may be asked to provide: Proof you contacted the merchant Order or tracking details Any related receipts or messages This step is required when filing a dispute. After you submit the dispute, you’ll get a confirmation and any updates by email. The process can take up to 120 days. We'll keep you updated by email.