Overview

The Disputes Report displays all the disputes that are directly received from Schemes (Visa and Mastercard). The report is updated online and presented immediately.

The report is available for the following roles: Management, Risk_Actions and Risk_ReadOnly.

The Disputes Report contains several parameters under the categories of Transaction Information, Payment Information, Disputes Information, Authentication Information and Consumer Billing Information to be set by the user to create the desired report.

Generating a Disputes 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 Disputes Report:

1. From the main menu select Risk > Disputes.
2. Press Manage Page Settings to set which and how parameters are displayed in the report, as well as the sorting of the report.
3. Use the Date Reference dropdown to determine the sorting of the report.
4. Select the date range of the report from the dropdown.
5. Press Filters if you wish to narrow the search parameters for your report.
6. 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.

Disputes 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 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 view any uploaded files, Dispute Response Reason and Response Evidence.

Dispute Statuses

A Dispute occurs when either the consumer or the issuing bank raises concerns about the legitimacy of payments. It can originate from unauthorized charges, non-receipt of promised merchandise, or excessive fees imposed by the business.

Below is a list of possible dispute statuses.

Dispute Status	Description
First Chargeback – Initiated by Issuer	First chargeback received by the issuer bank.
First Chargeback – Accepted by Merchant	The merchant decides to accept the dispute. Once accepted and the defense period expires, the Verdict is lost and the dispute cycle ends.
First Chargeback – Accepted Automatically	Nuvei accepts the dispute automatically on behalf of the merchant only when we see that the merchant did not reply a day before it expired.
First Chargeback – Partially Accepted by Merchant	The merchant decides to accept the dispute partly.
First Chargeback – Rejected by Merchant	The merchant defends against disputes.
First Chargeback – Rejected Automatically	Nuvei rejects the dispute automatically in case of previously refunded dispute partly action, when the chargeback is invalid, or 3D-Secure liability shift for fraud reasons.
First Chargeback – Recalled by Issuer	The dispute was canceled by the issuer. Nuvei waits until the remaining time is over, and the Verdict is updated upon the bank’s decision. The case may be closed and have no impact.
First Chargeback is closed in merchant favour	The case is closed, and the Verdict is won.
First Chargeback is closed in card holder favour	The case is closed and Verdict is lost.
Pre-Arbitration – Initiated by Issuer	If merchant rejects the first chargeback, the issuer might escalate the case to pre-arbitration.
Pre-Arbitration – Rejected by Merchant	The merchant rejected the pre-arbitration. The case is pending the issuer’s response.
Pre-Arbitration – Accepted by Merchant	The merchant accepted the pre-arbitration. The cardholder wins the case.
Pre-Arbitration – Accepted Automatically	If the merchant did not respond to the pre-arbitration within the time frame, the pre-arbitration is accepted automatically. The cardholder wins the case.
Merchant Pre – Arb Accepted by Issuer	Specifically for Visa Allocation cases, when the merchant rejects the first chargeback (“merchant pre-arbitration”), and the issuer bank accepts it. The merchant wins the case.
Merchant Pre – Arb Rejected by Issuer	Specifically for Visa Allocation cases, when the merchant rejects the first chargeback (“merchant pre-arbitration”), and the issuer bank rejects it. The merchant most likely escalates to Arbitration by the Visa.
Pre-Arbitration is closed in merchant favor	The case is closed, and the verdict is won.
Pre-Arbitration is closed in card holder favor	The case is closed, and the verdict is lost.

Mastercard Collaboration Statuses

Mastercard Collaboration provides pre-chargeback alerts for Mastercard transactions. It is part of the dispute life cycle for Mastercard. On every potential Mastercard chargeback, an alert is received. Merchants have 48-72 hours to respond.

Dispute Status	Description
Mastercard Collaboration – Initiated by issuer	A new Mastercard Collaboration alert was received from Mastercard.
Mastercard Collaboration – Automatic accept	A Mastercard Collaboration alert was automatically accepted (request for refund), based on a rule set by the merchant.
Mastercard Collaboration – Refunded by merchant	A Mastercard Collaboration alert was accepted by the merchant – the merchant requested to refund the transaction.
Mastercard Collaboration – Rejected by merchant	A Mastercard Collaboration alert was rejected by the merchant. A chargeback is likely to be received.
Mastercard Collaboration – Previously refunded	A Mastercard Collaboration alert was automatically rejected, because the transaction was previously refunded.
Mastercard Collaboration – Expired	Mastercard Collaboration alert expired after getting no response from the merchant. A chargeback is likely to be received.
Collaboration is closed in card holder favor	Mastercard Collaboration was accepted by the merchant, and the case was eventually closed.
Collaboration is closed in merchant favor	Mastercard Collaboration expired/rejected by the merchant, but no chargeback followed.

Amex Inquiry Statuses

Status	Description
Inquiry – Initiated by issuer	A new Inquiry request was received from Amex.
Inquiry – Initiated by issuer (updated)	An Inquiry request was updated.
Inquiry Accepted (Full refund)	An Inquiry was accepted by the merchant and a refund was processed.
Inquiry Responded by Merchant	A merchant responded to an Inquiry request (free text and/or files provided).
Inquiry Automatically Rejected	An Inquiry request was automatically rejected based on validation. For example, the transaction was previously refunded.
Inquiry Cancelled	An Inquiry request was cancelled by Amex.
Inquiry Expired	A merchant did not respond to an Inquiry request and it eventually expired.

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
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.
Client Name	The name of the client where the transaction originated.
Acquirer Bank	The acquirer bank or APM that processed the transaction.
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.
Client Unique ID	The ID of the transaction in the merchant’s system.	This value must be unique.
ARN	The Acquirer Reference Number associated with the transaction.
Custom Data	Any custom data you want displayed in the transaction details in the report.
Site Name	Cashier site ID created by Nuvei.
Transaction Date	Displays the date of the transaction.
Bank Reference	The dispute reference number.
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.
Transaction Amount	The original amount of the transaction that was charged back.
Was Previously Credited	Indicates if you have previously refunded the transaction.	When a transaction is associated with a chargeback, RDR, or alert, a refund cannot be initiated either through API or Cpanel.
Recurring Type	Indicates the type of recurring transaction. Possible values: Initial: The first transaction of a rebilling cycle. Rebill: Displays recurring transactions in a rebilling cycle.
Is External MPI	Indicates the source of 3D-Secure transactions. Possible values: Y – External N – Nuvei	If the merchant sends the Auth3D to external source and the sale transaction to Nuvei, Nuvei does not see the Auth3D and transaction is considered external.
Lifecycle ID	The Lifecycle ID of the transaction.

Consumer

Parameter	Description	Notes
Email Address	The customer's email address.
User ID	The customer's ID that you assigned to the customer.
IP Country	The country where the IP address is located.
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.
Billing State	The customer's billing state.	Relevant for the US, Canada, and the UK.

Dispute

Parameter	Description	Notes
Dispute Status	Status of the dispute. Possible statuses: See Dispute Statuses
Dispute Category	Displays the category of the dispute. Possible values: Authorization Customer Disputes Fraud Other Processing Errors Retrieval Related
Dispute Reason Description	Dispute reason description. Possible values: Account Number not in File Account Number on Exception File Authorization-related Chargeback Cancelled Merchandise/Services Cancelled Recurring Cancelled Recurring Transaction Card-Activated Telephone Transaction Cardholder Dispute - Defective/Not as Described Cardholder Dispute - Not Elsewhere Classified (U.S. Region Only) Cardholder Dispute, Defective/Not as Described Cardholder Does Not Recognize - Potential Fraud Cardholder Does Not Recognize Transaction Card Not Valid or Expired Card Recovery Bulletin Duplicate Processing Duplicate Processing/Paid by other means Expired Card Fraud - Card Absent Fraud - Card Present Fraud - Card-Absent Environment Fraud - Card-Present Environment No Cardholder Authorization Non-Receipt of Cash or Load Transaction Non-Receipt of Cash or Load Transaction Value Other Fraud - Card-Absent Environment Other Fraud - Card-Present Environment
Verdict	Dispute resolution. Possible values: Lost Lost - Not Handled Won
Dispute Amount in Original Currency	The amount of the dispute received from the issuer presented in the original currency of the transaction (before conversion to the settlement currency).
Dispute Amount in Transaction Currency	The amount of the dispute received from the issuer presented in the settlement currency of the transaction.
Dispute Amount	The amount of the dispute received from the issuer.	Dispute amount can be of a lower value than the original transaction amount. Upon downloading the Dispute Report, a new column is displayed for Dispute Currency. Dispute currency do not have to be in original transaction currency. It can be in the currency of the consumer.
Automatically Handled	Indicates whether a dispute was resolved via an automated processes defined by Nuvei, or handled manually by the merchant via the Case Management interface.
Remaining Time	The remaining time for answering a dispute can vary from one issuer to another and it is also affected from the case status. Possible values: Number of days or hours. When 1 day remains, the remaining time changes to 24 hours. When 1 hour remains, it changes to 0.	For some case types, the remaining time is empty when the merchant is not required to answer.
Dispute ID	The primary reference number for the dispute case.	The first Dispute Event ID mirrors the Dispute ID, establishing the initial link between the dispute case and the first event in the process.
Dispute Event ID	An individual action or update within that case.	The first Dispute Event ID mirrors the Dispute ID, establishing the initial link between the dispute case and the first event in the process.
Response Reason	Dispute description as per credit card scheme rules. Possible values: Cardholder No Longer Disputes Compelling Evidence Invalid Dispute See Corresponding Documentation/Chargeback Remedied Credit or Reversal processed Invalid Dispute Transaction code is correct Credit was processed correctly Currency is correct Country code is correct Cardholder No Longer Disputes Invalid Dispute Issuer authorized transaction Credit previously issued Duplicate chargeback Past chargeback time limit Invalid chargeback
Reject Amount	The rejected amount.
Dispute Date	Date of the dispute.
Status Update Date	Displays the date the dispute status was updated (in Nuvei's system).
Dispute Reason Code	Dispute reason codes as per credit card scheme rules.	Each dispute 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 dispute reason is displayed in the Disputes report as a numerical number in the Dispute Reason Code column. A description of this code is displayed in the Dispute Reason Description column.
Case Due Date	The date by which the merchant must respond; otherwise, the case expires and is “Accepted Automatically”, meaning the merchant loses the case.

Authentication

Parameter	Description
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.
Acquirer Decision	Indicates if the transaction was exempted from a challenge flow and was requested by the Acquirer.
Is 3D	Indicates if the transaction was processed in 3D Mode. Possible values: 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.
Acquirer Decision Reason	The exemption indicator that was sent to the Issuer bank.

Payment

Parameter	Description	Notes
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.

Report Sorting Parameters

The dispute report can be sorted on the basis of the following date parameters (with the option to select Ascending or Descending order):

1. Dispute Date – The date the dispute was first entered into the system.
2. Status Update Date – The date the dispute status was updated after any action performed or triggered.
3. Remaining Time – The days or hours when dispute defense period ended.
4. Case Due Date – The date by which the merchant must respond; otherwise, the case expires and is “Accepted Automatically”, meaning the merchant loses the case.

Sample Disputes Report

Press here to download a sample of an exported report.