Overview

To prevent and manage disputes and to fight fraud, merchants can enroll in pre-chargeback programs via Nuvei. These programs offer ways to handle potential chargebacks before they become actual chargebacks. Merchants can enroll in pre-chargeback programs for both Nuvei transactions and non-Nuvei transactions (transactions not processed by Nuvei), allowing them to manage their entire pre-chargeback activity in one platform.

The programs offered by Nuvei are:

• Ethoca Alerts (owned by Mastercard)
• Rapid Dispute Resolution (RDR) by Verifi (owned by Visa)
• Order Insight by Verifi

Ethoca Alerts

Ethoca Alerts is a collaboration-based solution to prevent disputes and fight fraud.

Ethoca network connects issuers, acquirers, and merchants by sharing fraud and dispute data. By receiving real-time fraud alerts (on Mastercard transactions and also on Visa transactions to a certain extent), merchants can quickly identify fraud, adjust disputed orders, issue refunds, and prevent the need for chargebacks.

Upon receiving an alert, merchants have a 48-hour window before a chargeback occurs, during which they can send their decision regarding the case to Ethoca and halt the chargeback process.

Nuvei can easily connect merchants to Ethoca alerts for both transactions that were processed by Nuvei and transactions that were not processed by Nuvei.

Alerts for Nuvei Transactions

Merchants enrolled in Ethoca alerts via Nuvei receive and handle Ethoca alerts for their transactions via Nuvei’s Control Panel:

• Pre-chargebacks – Events Report
• Case Management

Alerts can be handled manually, or merchants can set a rule to automatically refund transactions up to a threshold amount.

Process Flow

1. Issuers send disputes and suspected fraud alerts to Ethoca.
2. Ethoca sends an “Ethoca alert” to Nuvei. Ethoca alerts are displayed in the Pre-chargebacks – Events Report in the Control Panel.
3. If the merchant is registered to receive the Ethoca alerts Event API, Nuvei sends the merchant a Pre-chargeback Alert with the alert data.
4. Based on the alert data received from Ethoca, Nuvei tracks the transaction related to the alert and processes it according to the merchant’s configurations and Nuvei’s rule engine.
   • If the alert meets the criterion for automatic response, an automatic response is sent to Ethoca, according to the case.
     Example automatic responses:
     • Automatically process a refund (if the merchant has configured automatic refunds for transactions based on transaction’s amount criteria).
     • The transaction was previously refunded.
     • The transaction was not found based on the alert data.
   • If the alert did not trigger an automated response, merchants are able to respond manually via the Case Management interface in the Control Panel.

Alerts for non-Nuvei Transactions

Nuvei’s platform allows merchants to handle Ethoca alerts for transactions not processed by Nuvei. The alerts are sent to merchants via an “External Ethoca Alerts” webhook. Upon receiving the alerts, merchants need to track the transaction related to the alert, and send their Ethoca Alert Response via API.

Process Flow

1. Issuers send disputes and fraud alerts to Ethoca.
2. Ethoca sends an “Ethoca alert” to Nuvei. Ethoca alerts are displayed in the Pre-chargebacks – Events Report in the Control Panel.
3. Nuvei sends an External Pre-chargeback Alert to merchants with the alert data as received from Ethoca.
4. Based on the alert data received in the webhook, merchants track the transaction related to the alert, process the alert, and send a /preDisputeDecision request via REST API.
   
   

   Example /preDisputeDecision Request

   {
     "merchantId":"<your merchantId>",
     "merchantSiteId":"<your merchantSiteId>",
     "alertDetails":{
       "correlationId":"35b82abb-0c13-4d1d-bc2c-8f3e7d056835",
       "alertReceivedDate":"2018-02-27T04:33:04.000Z"
     },
     "decisionDetails":{
       "decisionDescription":"previously_refunded",
       "refundIndicator":"refunded"
     },
     "timeStamp":"<YYYYMMDDHHmmss>",
     "checksum":"<calculated checksum>"
   }

5. Ethoca alert request is processed by Nuvei and sent to Ethoca (synchronously). The merchant receives a response with status Success or Failure. In case of a failure, an error code and description is included.
   
   

   Example /preDisputeDecision Success Response

   {
     "internalRequestId": 2543543,
     "status": "SUCCESS",
     "errCode": 0,
     "reason": "",
     "version": "1.0",
     "alertDetails": {
       "correlationId": "35b82abb-0c13-4d1d-bc2c-8f3e7d056835",
       "alertReceivedDate": "2018-02-27T04:33:04.000Z"
     },
     "decisionDetails": {
       "decisionDescription": "previously_refunded",
       "refundIndicator": "refunded"
     },
     "result": {
       "status": "success"
     }
   }

   Example /preDisputeDecision Failure Response

   {
     "internalRequestId": 37652931,
     "status": "SUCCESS",
     "errCode": 0,
     "reason": "",
     "version": "1.0",
     "alertDetails": {
       "correlationId": "35b82abb-0c13-4d1d-bc2c-8f3e7d056835 ",
       "alertReceivedDate": "2024-02-07T06:14:09.943Z"
     },
     "decisionDetails": {
       "decisionDescription": "previously_refunded",
       "refundIndicator": "refunded"
     },
     "result": {
       "status": "failure",
       "errors": [
         {
           "code": "10001",
           "reason": "Alert Not Found"
         }
       ]
     }
   }

   The response is displayed in the Pre-chargebacks – Events Report in the Control Panel.

RDR

Rapid Dispute Resolution by Verifi is a fully automated dispute management solution for Visa transactions. It facilitates seller, issuer, and acquirer collaboration to resolve unnecessary disputes at the pre-dispute stage.

When enrolling in RDR, merchants set rules that, if a potential chargeback is raised, determine whether a transaction can be refunded before becoming an actual chargeback.

Merchants can manage all of their RDR activity in one place by enrolling in RDR via Nuvei for transactions processed by Nuvei and for transactions not processed by Nuvei. When enrolled in RDR via Nuvei, cases are handled completely automatically, without merchant involvement, and based on the pre-defined rules.

RDR cases and data are available in the Nuvei Control Panel.

RDR for Nuvei Transactions

Merchants enrolled in RDR via Nuvei can view RDR cases in Control Panel reports:

• Pre-chargebacks – Events
  RDR events appear in the context of the original transaction processed by Nuvei.
  In Filters, select Event Type > RDR, RDR Failure.
• Chargebacks Report
  RDR cases appear in this report for merchants that provides information about chargebacks on Nuvei’s legacy chargeback platform.
  RDR events appear in the context of the original transaction processed by Nuvei.
  In Filters, select Status > RDR-Refund, RDR-Attempt Declined.
• Disputes Reports
  RDR cases appear in this report for merchants that provides information about chargebacks on Nuvei’s new dispute suite.
  RDR events appear in the context of the original transaction processed by Nuvei.
  In Filters, select Dispute Status > RDR.
• Case Management
  RDR cases appear in this report for merchants that provides information about chargebacks on Nuvei’s new dispute suite.
  RDR cases appear as Completed, as no action is required from the merchant. The case appears as view-only.
  In Case Types, select Pre-Dispute > Rapid Dispute Resolution (RDR).

RDR for non-Nuvei Transactions

Merchants can manage all of their RDR activity in one place by also enrolling in RDR via Nuvei for transactions not processed by Nuvei. RDR cases for non-Nuvei transactions are managed under a designated account. As part of the enrollment process, merchants provide their Visa CAIDs (Card Acceptor IDs).

Merchants enrolled in RDR via Nuvei can view RDR cases in the Pre-chargebacks – Events Control Panel Report. In Filters, select Event Type > External RDR, External RDR Failure.

Order Insight

Order Insight by Verifi sends to Nuvei inquiries raised by issuers to retrieve data regarding Visa transactions. Nuvei automatically responds to the inquiries, providing additional data on the transaction directly to the issuer. The data can help cardholders recognize these transactions, which reduces the chances of a chargeback.

Merchants can view Order Insight inquiries in the Pre-chargebacks – Events Control Panel Report. In Filters, select Event Type > Inquiry.

Appendix

Possible Values for decisionDetails.decisionDescription

For Customer Dispute Alerts (customerdispute_alert)

Value	Description
resolved	The dispute was resolved with the cardholder
previously_ refunded	The transaction was already refunded
unresolved_dispute	The dispute was not resolved with the cardholder
notfound	The transaction was not found
other	Other

For Suspected Fraud Alerts (issuer_alert)

Value	Description
stopped	The merchant stopped providing the goods/service
partially_stopped	The merchant partially stopped providing the goods/service
previously_cancelled	Providing the goods/service was already cancelled
missed	The merchant already provided the goods/service
notfound	The transaction was not found
account_suspended	The cardholder account was suspended
in_progress	Handling the Fraud alert is in progress
shipper_contacted	The merchant has contacted the shipper to stop the supply

Possible Values for decisionDetails.refundIndicator

Value	Description
refunded	The transaction was refunded
not refunded	The transaction was not refunded
not settled	The transaction was not settled

Possible Error Codes and Reasons (Output)

Reason Code ID	Reason Code Description
10001	Alert not found
10002	Decision was received before
10003	Invalid decision ID
10004	Ethoca - Unexpected system error
10005	Ethoca – session error
10006	Ethoca – validation error
10007	Invalid refund indicator
10008	Ethoca – Alert update failure
10009	Invalid ‘decision code’ – ‘refund indicator’ combination