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Overview

The Chargebacks Report provides you with both Chargeback Summaries and the specific details regarding each chargeback in your account. The Chargebacks Report is updated daily and enables you to view chargebacks in your account over a given time period during the past year. The generated report can also give you information on canceled chargebacks, duplicate chargebacks, soft chargebacks, and retrieval requests.

If a transaction has been reported with multiple chargebacks statuses, the report always displays the last status in the result grid. You can view the complete life cycle when viewing more details.

As part of the activities performed by the Nuvei Risk team, all received chargebacks are matched with their corresponding transactions and then updated in the database on a daily basis.

If you can supply Nuvei with documentation and proof of purchase for a certain chargeback within 15 days of receiving the chargeback, Nuvei can represent you while disputing the chargeback with the bank in an attempt to cancel it. When the representation process is completed successfully, the new chargeback entry is updated in the system with the status Cancelled.

Please refer to our Risk Guide for information regarding chargebacks, Visa and Mastercard Fraud to Sale Programs, Credits, and Payouts.

Generating a Chargebacks Report

Refer to the Reports page that explains the basic format of the reports that can be generated using the Control Panel. The page also describes how to use the various settings and filters that allow you to generate a report with only the most relevant data, how to export your report, as well as create, schedule, and manage queries.

To generate a Chargebacks Report:

From the main menu select Risk > Chargeback.
Press Manage Page Settings to set which and how parameters are displayed in the report..
Use the Date Sorting dropdown to determine the sorting of the report.
Select the date range of the report from the dropdown.
Press Filters if you wish to narrow the search parameters for your report.
Press Run Report. The report is displayed according to the filters you have defined or selected. Each chargeback is displayed according to its last status.

Chargebacks Report

The results are displayed in descending order according to date. For information regarding an icon displayed in the report, scroll over the icon to display a tooltip.

Above the Search Result section, the filters that were used in the search are presented, and these can be used to further refine your search.

Linkage Column

The Linkage column contains two icons:

Press to open the Transaction Life Cycle window, which shows a summary of all the transaction details arranged by informational tabs, as well as a history of the transaction as it relates to other transactions (if relevant).
The Transaction Life Cycle is only available for events successfully processed by Nuvei.
Press to show a summary of all the transaction details arranged by the same informational tabs.

Just above the report table is the Actions button, which allows you to perform various actions for the specific transaction (see Actions).

Actions

The Actions button above the report enables you to open a help request with Nuvei Support, as well as perform a refund and dispute a chargeback.

Contact Support

To contact Support:

In the Chargebacks Report, select the relevant transaction(s).
In the Actions dropdown, select Contact Support; a window opens where you can choose the subject of your question.
From the Request dropdown, choose the subject of your inquiry.
The relevant request form is opened, which includes the Transaction ID(s) of the transaction(s) you selected.
Fill in the details of your query accordingly.
Press Preview to view the request before submitting it.
Press Submit.

Refund

A refund request can be performed for a transaction whose Chargeback Type is Retrieval (not Chargeback).

To refund a transaction:

In the Chargebacks Report, select the relevant transaction.
In the Actions dropdown, select Refund and the Bulk – Refund window opens.

For non-converted transactions, the Converted Amount field is not displayed.
[optional] Select the Copy from Original checkbox to retrieve the Client Unique ID associated with the original transaction.
You can return the original amount or issue a partial refund by entering a different amount in the Action Amount column.
Press Yes, Submit to have Nuvei process the refund for the original amount of the transaction or for the amount entered.
When a transaction is associated with a chargeback, a refund cannot be initiated either through API or Control Panel.

Dispute Request

A dispute request can be opened for a transaction with the following properties:

Chargeback Type is Chargeback (not Retrieval).
The Dispute Due Date has not expired.

From the Chargebacks Report page and the Chargeback Summary Report page, Control Panel users with Management or Risk_actions roles can open a dispute request by sending relevant documentation which is stored with reference to merchant and transactions in a secure repository.

Up to 20 transactions may be disputed in one bulk action, provided that:

Each chargeback is from the same payment account and acquiring bank.
Each chargeback has status “Regular” or “Soft_CB”.
The time period for each dispute has not passed.

To dispute a chargeback request:

From the Chargebacks Report page, select the chargeback(s) you wish to dispute.
In the Actions dropdown, select Dispute Request and the Dispute Request window opens.
Drag and drop up to 10 relevant document(s) in the Upload documents section. The files that are allowed to upload are: PDF, Doc, Docx, txt, and may be up to 4MB each.
Enter relevant free text in the Response evidence section. This text should detail what the cardholder purchased, whether or not the product/service was received, the product/service intended use, whether the customer attempted to contact the seller, etc.
Select Submit and a confirmation appears.

Once you have requested a dispute, Nuvei’s dispute team reviews the attached documentation in the secure repository, downloads it and sends it to the relevant acquirer/payment provider (no automation is required).

Requested disputes are updated and tracked in Chargebacks Reports.

Editing a Dispute Request

After you have opened a dispute request, you can still edit it as long as the Dispute Due Date has not expired.

To edit a dispute request:

From the Chargebacks Report page, press the icon next to the chargeback(s) you wish to edit. The same Dispute Request window described above opens.
Follow the same steps described in Dispute Request to edit the request as needed.

Viewing a Dispute Request

A dispute request that has been opened but whose Dispute Due Date has expired can only be viewed, not edited.

To view an expired dispute request:

From the Chargebacks Report page, press the icon next to the chargeback(s) you wish to view. The same Dispute Request window described above opens.
Press Closed to return to the Chargebacks Report.

Report Parameters

This section provides tables that describe the parameters that can be selected to be displayed in the report arranged by tabs using Manage Report Settings.

Transaction

Parameter	Description	Notes
Currency	Displays the currency the transaction was processed in.
Transaction ID	The Nuvei transaction ID.	When searching for a specific transaction, the Date Range value is ignored and the results of your transaction search are displayed for the past 180 days.
ARN	The Acquirer Reference Number associated with the transaction.
Client Unique ID	The ID of the transaction in the merchant’s system.	This value must be unique.
Transaction Date	Displays the date of the transaction.
Chargeback Date	Displays the date the chargeback was initiated.
Update Date	Displays the date the transaction was last updated.
Dispute Due Date	The date the dispute must be received by the bank or payment method.	This date is set according to the chargeback date and defined by each bank and payment method.
Client Name	The name of the client where the transaction originated.
Multi-client	The multi-client account in which the transaction was processed.	Multi-client accounts are made up of client accounts, each with their own transactions.
Site Name	Cashier site ID created by Nuvei.
Affiliate	The name of the affiliate from which the transaction originated.
Transaction Type	The transaction type of the transaction.	Press here to see a list of supported transaction types.
Chargeback Type	The type of the chargeback. Possible values: Retrieval or Chargeback	A retrieval request occurs when a credit cardholder does not recognize a charge in their credit card’s monthly statement and asks their issuer bank for clarification. A retrieval request does not have any financial impact, or any fees involved, but it may be a preliminary step before the cardholder initiates a chargeback.
Status	This is the chargeback’s status during the defined time period. Possible values: Any: Displays all chargebacks. Cancelled: A chargeback that was reversed. Collaboration (Mastercard Retrieval): Mastercard allows refunding the retrieval within 48 hours. Once 48 hours passes, the refund option is disabled. Relevant for Mastercard transactions only and Chargeback Type = "Retrieval". MC Collaboration is a pre-chargeback step from Mastercard, providing merchants with real-time pre-chargeback alerts, allowing them to refund transactions before they become actual chargebacks. MC Collaboration is a mandate. Merchants cannot choose to opt-out of receiving MC Collaboration alerts (unless they are enrolled with Ethoca alerts). However, merchants can decide not to respond to these alerts. Merchants can "request for a refund" and the request is sent to Mastercard, and they will initiate the refund. Duplicate: A second chargeback for the same transaction. RDR-Refund: A rapid dispute resolution 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. Regular: Applies to retrievals and chargebacks. Soft_CB: A pre-announcement that your account is debited for the specified amount.
Chargeback Category	Displays the category of the chargeback. Possible values: Any: Displays all chargeback categories. Customer Service: A chargeback as the result of the service-related issues. Fraud/Authorization: A chargeback in which the cardholder believes the charges are fraudulent. Processing Error: A chargeback as the result of an error while processing of the transaction. Retrieval Related: A request to receive more information about the charge has been requested.
Chargeback Reason Code	Chargeback reason codes as per Visa and Mastercard scheme rules.	Each chargeback is identified by a code that specifies the reason why an issuer is disputing a transaction’s validity. Each credit card company use different reason codes and often a code used by one company does not have an exact equivalent with another. Visa’s reason codes are 2-digit numbers, while Mastercard uses 4-digit numbers. The chargeback reason is displayed in the Chargebacks report as a numerical number in the CB Reason column. A description of this code is displayed in the column Reason message field.
Reason Description	The chargeback description.
Acquirer Bank	The acquirer bank or APM that processed the transaction.
Custom Data	Any custom data you want displayed in the transaction details in the report.
Transaction Amount	The original amount of the transaction that was charged back.
Chargeback Amount	The amount of the chargeback received from the issuer.
Is 3D	Indicates if the transaction was processed in 3D Mode.	Yes: The transaction was managed in 3D mode. No: The transaction was not managed in 3D mode. Not Managed: Your transactions are not managed by Nuvei.
Was Previously Credited	Indicates if you have previously refunded the transaction.
Recurring Type	Indicates the type of recurring transaction.	Initial: The first transaction of a rebilling cycle. Rebill: Displays recurring transactions in a rebilling cycle.
Is SCA Mandated	Indicates if a transaction is needed to mandate a strong customer verification.
PSD2 Scope	Indicates if transaction jurisdiction is included in the directive scope of the second payment service.
3D Version	Indicates if a transaction has passed through a 3D-Secure flow and if so which version.
Authentication Flow	Indicates the final decision of authentication in a 3D-Secure flow, derived by the combination of an Acquirer and Issuer decisions. Possible values: Frictionless: User authentication step-up was waived by the Issuer bank. Chargeback Liability Shift is with the Issuer. Challenge: User authentication step-up was required by the Issuer bank. Chargeback Liability Shift is with the Issuer in case that challenge was successfully completed. 3D Flow halted due to technical reasons: User authentication failed for technical reasons. Exemption: User authentication step-up was exempted by the Issuer bank following acquirer request. Chargeback Liability Shift is with the merchant.
Is Liability Shift	Indicates whether a transaction is granted with a fraud chargeback liability shift.	This applies to all 3D-Secure versions.
External Fraud Score	A decimal field between 0 and 1 that indicates the probability of a transaction becoming fraudulent.	Set the Search Mode to Advanced and use the slider to set the desired range.
Is External MPI	Indicates the source of 3D-Secure transactions. Possible values: Y – External N – Nuvei	If the merchant sends the Auth3D to an external source and the sale transaction to Nuvei, Nuvei does not see the Auth3D, and the transaction is considered external.
Lifecycle ID	The Lifecycle ID of the transaction.
Acquirer Decision	Indicates if the transaction was exempted from a challenge flow and was requested by the Acquirer.
Acquirer Decision Reason	The exemption indicator that was sent to the Issuer bank.
Bank Reference	The chargeback reference number.
Scheme Identifier	The scheme transaction identifier for Visa Direct.

Payment

Parameter	Description	Notes
External Token Provider	The external provider that provides the token for a credit card transaction.
Sub-method	The sub-integration process of the payment method used for the transaction.
Payment Method	The payment method used by the customer during the transaction.
PAN	A hashed version of the card number displaying the first digit and last four digits of the card number.	For example: 4***********7917
Name on Card	The customer's name as it appears on their credit/debit card.
BIN	Displays the first six digits of the credit/debit card that identify the issuing institute.
Issuer Bank	Displays the name of the issuer bank name.
Card Type	The type of card used for the transaction.
Issuing Country	The location of the credit or debit card provider.	This icon represents the country's flag. You can place your mouse over the flag to see the country's name in a tooltip.

Consumer

Parameter	Description	Notes
Email Address	The customer's email address.
User ID	The customer's ID that you assigned to the customer.
Billing Country	The customer's billing country.	The value of this field is the country's flag/icon when available. You can place your mouse over the flag to display the name of the country in a tooltip.
IP Country	The country where the IP address is located.
Billing State	The customer's billing state.	Relevant for the US, Canada, and the UK.
First Name	The customer's first name.
Last Name	The customer's last name.

Chargebacks Summary Report

In addition to the regular Chargebacks Report, you can generate a smaller report that presents the following parameters according to the time range you selected.

Payment Method
Chargeback Type
Chargeback Status
Currency
Total Count
Sum Amount

Chargeback Type, Status, Transaction Type, and Currency are disabled when you generate a Summary Report.

To display the Summary Report:

From the Search Options Bar, press Summary Report: Yes from the dropdown.
Use the Date Sorting dropdown to determine the sorting of the report.
Select the date range of the report from the dropdown.
Press Filters if you wish to narrow the search parameters for your report
Press Run Report and the Summary report is displayed.

Sample Chargebacks Report

Press here to download a sample of an exported report.

Press here to download a file that shows the grid column format.