Nuvei offers a chargeback management portal (available via Nuvei’s Control Panel) and Chargeback API.
With Case Management, you can manage all dispute operations from one intuitive console so you can make data-driven decisions with in-depth insights.
Comprising multiple layers of protection against a range of market products and services, for example, you can respond to Ethoca alerts, handled disputes, and more in one operational interface without additional integration with Nuvei.
You can review all chargebacks requiring action. This is centralized and managed by the Nuvei’s Control Panel, which gives you more transparency and minimize your working time.
The Case Management provides a solution for Chargebacks, Ethoca Alerts, and Rapid Dispute Resolution (RDR).
Roles and Permissions
The roles defined for the Case Management report are Management and Risk_Actions.
Case Management Interface
The Case Management interface includes the following elements:
- Case types filter
- Manage Settings
- My Queue dropdown
- Team dropdown
- Assigned to dropdown
- Main grid, Quick grid, Related cases for this user, and Lifecycle.
Case Types
- Ethoca alerts
- Ethoca Fraud Alert
- Ethoca Customer Dispute Alert
- Dispute
- Disputes Requests
- Pre-Arbitration Requests
- Pre-Dispute
- Rapid Dispute Resolution (RDR)
- Collaboration Requests
Ethoca Alerts
Ethoca alerts are integrated prevention alerts for refund cardholders from the Nuvei Case Management interface. The solution resolves customer disputes before they become chargebacks
Ethoca alert is a pre-chargeback solution. The Ethoca platform shares chargeback warnings from issuers network or schemes to merchants. Once a chargeback alert is received from Ethoca, merchants can decide if they want to refund the transaction and prevent the chargeback from happening.
Refunds can be done manually per alert, or automatically, for transactions with amounts under a threshold set by the merchant.
Dispute
For details refer to Disputes Statuses.
Pre-Arbitration
If merchant rejects the first chargeback, the issuer might escalate the case to pre-arbitration.
If a pre-arbitration request is received, the merchant must accept or reject it within 30 days.
Rejecting the pre-arbitration requires uploading compelling documents in addition to those provided when rejecting the first chargeback.
RDR
Rapid Dispute Resolution (RDR) enables automatic refunds without registering chargebacks by charging Nuvei directly without any clearing process.
RDR is a chargeback prevention feature created by Verifi (Visa). RDR is an automated funds disbursement service from Nuvei to the issuer in case the merchant decides to refund an end-user dispute to avoid chargeback or a fraud case. Service is enrolled per merchant via Verify, according to merchant preference and Verify’s available criteria for an automated refund.
RDR is either performed consecutively after Order insight attempt for merchants who are enrolled both to Order insight and RDR, or directly for merchants who are enrolled only for this service.
Collaboration
Collaboration is a pre-chargeback step taken by Mastercard that allows you to refund a transaction and prevent it from becoming a chargeback.
When you receive a collaboration request, you have 48 hours to respond if you want to send a refund request to Mastercard.
You can also configure an automatic refund decision based on the amount set here.
Manage Settings
- Queue view – You can select how to group cases:
- Group by email (cardholder email)
- Group by Payment Method
- Group by Transaction ID
- Sort – You must select the queue view before applying the sorting. Sorting can be in descending and ascending order.
- For Group by Email or Group by Payment Method, the sorting options are:
- Total Amount DESC/ASC
- Count DESC/ASC
- For Group by Transaction ID, the sorting options are:
- Amount DESC/ASC
- Case create date DESC/ASC
- Remaining time DESC/ASC
- Dispute status DESC/ASC
- Dispute reason description DESC/ASC
- For Group by Email or Group by Payment Method, the sorting options are:
- Currency Display – When the cases are displayed in a grouped view, you can see the amounts per desired currency (GBP, USD, EUR), and the case amounts are converted. For the transaction level, it is not relevant – the original amount is shown (the selection is greyed out). Default view is USD.
- Page Size – A number of cases displayed on the first page.
Main Grid Columns
This grid appears when Group by email or Group by Payment Method are selected.
Column Name | Description | Notes |
---|---|---|
Email/Payment Method | Group all cases under the folder for the specific email or payment method. | You can change type of the group using Manage Settings. |
Cases Count | Count of the cases. | |
Case Type | The case type. | |
Total Converted Amount | Total cases converted to the currency selected as per the manage settings. |
Grid for Group by Transaction ID
You can view the disputes grouped by the transaction ID and filtered by selecting My Favorite Filters.
Grid Columns
Parameter | Description | Notes |
---|---|---|
Details | Drill down to case lifecycle. | |
Case Create Date | Ethoca Alert create date. | |
Owner | The owner of the case that was assigned for the case. | Once the case was handled, it was automatically assigned to the Control Panel user that handled the case. |
Client Name | The name of the client linked to your merchant account. | |
Dispute Status | The dispute status. See Dispute Statusess. | Relevant for dispute case type. |
Collaboration Status | Status of the collaboration dispute process. | Relevant for Pre-Dispute collaboration request only. Possible values: Collaboration – Initiated by Issuer Collaboration – Previously Refunded Collaboration – Refunded by Merchant Collaboration – Expired Collaboration – Rejected by Merchant Collaboration – Automatic Accept |
Decision | Ethoca alert decision for handling the case. | |
Amount | The case amount in the original currency. | |
Payment Method | The payment method used by the customer during the transaction. | |
Acquirer Bank | The acquirer bank or APM that processed the transaction. | |
Remaining Time | Remaining time for handling the case before expired. See Remaining Time. | |
Transaction ID | The Nuvei transaction ID. | |
The customer's email address. | ||
Client Unique ID | The ID of the transaction in the merchant’s system. | |
ARN | The Acquirer Reference Number associated with the transaction. | |
Dispute Reason Description | See Disputes. | |
Card Holder Name | Name of card holder. | Relevant for disputes only. |
Filters
Press My Favorite Filters and choose the filters to search/filter the cases. Enter the values (in the Dispute Reason Description dropdown, choose the value) and press Run Report.
Quick Grid Columns
Press on the right to open the case Quick grid. Quick grid columns vary depending on a case type (Athoca alerts, Disputes, or Pre-disputes).
Column Name | Description | Notes |
---|---|---|
Details | Drill down to case lifecycle. | |
Case Create Date | Ethoca Alert create date. | |
Owner | The owner of the case that was assigned for the case. | Once the case was handled, it was automatically assigned to the Control Panel user that handled the case. |
Client Name | The name of the client linked to your merchant account. | |
Amount | The case amount in the original currency. | |
Payment Method | The payment method used by the customer during the transaction. | |
Acquirer Bank | The acquirer bank or APM that processed the transaction. | |
Remaining Time | Remaining time for handling the case before expired. See Remaining Time. | Remaining Time = 0, which could be if handled or expired. |
Decision | Ethoca alert decision for handling the case. | Relevant for Ethoca alerts case type List of Decision below. |
Collaboration Status | Status of the collaboration dispute process. | Relevant for Pre-Dispute collaboration request only. Possible values: Collaboration – Initiated by Issuer Collaboration – Previously Refunded Collaboration – Refunded by Merchant Collaboration – Expired Collaboration – Rejected by Merchant Collaboration – Automatic Accept |
Dispute Status | The dispute status. See Dispute Statuses. | Relevant for dispute case type. |
Remaining Time
Remaining time is the time for handling the case. Each case type has its own time for handling.
- Ethoca – the remaining time for answering a case is 48 hours. The merchant can configure automate handling here; cases are moved to Team (Completed) automatically.
- Dispute – the remaining time for answering a dispute can vary from one issuer to another and its also effected from the case status. For some case types, the remaining time is empty when the merchant is not required to answer. The remaining time in Team (Waiting for Response) shows that time left for the card issuer to answer the rejected cases.
- Collaboration – the remaining time for Collaboration. Collaboration is one of the types for pre-dispute case. The Collaboration process occurs before the first chargeback, which allows issuers, acquirers, and merchants to settle disputes quickly and efficiently. Responding to Collaboration (“Request for Refund” [dependency]) does not risk the merchant getting into a dispute afterward. A case expires after 48 hours and is moved to completed (case status = “Collaboration – Expired”).
Dispute Statuses
See Dispute Statuses.
Related Cases for This User
Press Related cases for this user to view the grid with all cases of all types related to this specific user (cardholder) grouped and sorted according to the Manage Settings.
Lifecycle
In the Details column, press to show a summary of all the transaction details arranged by informational tabs.
This window shows the timeline. Above the timeline, the Case ID and status of the transaction selected in the timeline are displayed.
The Details section provides the Disputes details and also contains:
- Assigned to dropdown (Assignment of Cases).
- Select Actions (see Dispute Actions)
- Files ( ) – documents uploaded by the merchant or by card issuer for presenting through the Control Panel.
Assignment of Cases
- The merchant pulls cases from the Team (Unassigned). Cases are opened with case status Action Required.
- Merchants can assign cases to themselves. These cases can be located under My Queue (Action Required).
- Cases assigned to other team members can be located under Team (Action Required).
- Reviewed and handled cases have a new case status of Waiting for response or Completed depending on the case type.
- Unhandled and therefore expired cases (remaining time = 0 Hours) automatically move to Team (Completed).
- The Case Management interface default view is Team (Unassigned) if no cases are listed under My Queue (Action Required).
Actions
The Select action dropdown appears in the case Quick grid only until the remaining time is over (= 0).
To activate Actions for the specific case, select the case (select ).
Ethoca Actions
Select a Decision – the merchant needs to answer each case with a valid expiration date, and select a decision about the case. Once a decision is set, the case moves to Team (Completed).
Case Type | Decision | Description |
---|---|---|
Ethoca Customer Dispute Alert | Resolve, already refunded. | The case has been resolved with the customer. No chargeback is expected. Refund is being processed, or no refund is needed. |
Ethoca Customer Dispute Alert | Resolve, no refund is needed. | |
Ethoca Customer Dispute Alert | Resolve & process refund. | |
Ethoca Customer Dispute Alert | Previously refunded. | The case has been automatically resolved, the transaction was already refunded. |
Ethoca Fraud Alert | Previous Chargeback notification received. | Previous Chargeback notification received. |
Ethoca Customer Dispute Alert | Previous Chargeback notification received. | Previous Chargeback notification received. |
Ethoca Fraud Alert | Previous RDR notification received. | Previous RDR notification received. |
Ethoca Customer Dispute Alert | Previous RDR notification received. | Previous RDR notification received. |
Ethoca Fraud Alert | Previous Collaboration notification received. | Previous Collaboration notification received. |
Ethoca Customer Dispute Alert | Previous Collaboration notification received. | Previous Collaboration notification received. |
Dispute Actions
Actions are based on the dispute status.
- Accept – The merchant selects accept a dispute and confirms. Once submitted, the dispute is accepted, and the case move to Team (Completed). The dispute is closed in favor of the cardholder.
- Partial Accept – The merchant can accept part of the dispute; the other part is rejected. The merchant needs to edit the dispute amount for the accept. For the reject details, the merchant needs to select a dispute response reason and add response evidence description.
- Reject – The merchant has the ability to challenge a disputed case as long as he submits strong evidence to the issuer that invalidates the dispute claim before the remaining time is over. The merchant selects to reject a dispute and is required to upload supporting documents (format is PDF, Doc, Docx, txt). In addition, the merchant needs to select a dispute response reason and add a response evidence description.
The maximum file size is up to 10MB. The file name can be up to 45 characters.
Pre-Arbitration Actions
- Reject Pre-Arbitration – The merchant can reject a pre-arbitration case. They must submit compelling documents in addition to those provided when rejecting the first chargeback (format is PDF, Doc, Docx, txt). In addition, the merchant needs to select a response reason and add a response evidence description.
The maximum file size is up to 10MB. The file name can be up to 45 characters. - Accept Pre-Arbitration – The case is closed in favor of the card holder.
- Partially Accept Pre-Arbitration – The merchant may accept part of the disputed amount. The merchant must enter the accepted amount, and the remaining amount will be rejected.
For the rejected amount they will need to submit compelling documents in addition to those provided when rejecting the first chargeback (format is PDF, Doc, Docx, txt). In addition, the merchant needs to select a response reason and add a response evidence description.
The maximum file size is up to 10MB. The file name can be up to 45 characters.
Collaboration Actions
- Request for Refund – Merchant requests to refund a transaction, Mastercard initiates a refund. If the refund is processed successfully, it likely prevents a chargeback for that transaction.
- Ignore Collaboration – Merchant decides to ignore the case, the collaboration request is ignored, and it is likely that a chargeback is raised for the transaction.
Bulk Cases Handling
Different case types have different sets of actions. In bulk cases handling, the Select action dropdown is disabled if the user selects different type of cases and attempts to perform a bulk action.
For example, if the user selects two cases with different case type and different statuses, the Select action dropdown is disabled (not clickable) because each case has its own set of actions, which is not applicable to both of the cases simultaneously. So, in this scenario, the merchant needs to handle each case type separately.