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.