Pre-chargeback Programs

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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

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:

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

Process Flow


  1. Issuer sends an alert to Ethoca.
  2. Ethoca sends an alert to Nuvei. Ethoca alerts are displayed in the Pre-chargebacks – Events Report in the Control Panel.
  3. If the merchant has enabled pre-chargeback alert DMNs, Nuvei sends the merchant a DMN with the Ethoca 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 criteria 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 allows merchants to handle Ethoca alerts for transactions not processed by Nuvei. If a merchant has enabled external pre-chargeback alert DMNs, Nuvei sends the merchant a DMN with the Ethoca alert data. Upon receiving an alert, the merchant needs to track the transaction related to the alert, and send Nuvei an Ethoca alert response via REST API.

Process Flow


  1. Issuer sends an alert to Ethoca.
  2. Ethoca sends an alert to Nuvei. Ethoca alerts are displayed in the Pre-chargebacks – Events Report in the Control Panel.
  3. If the merchant has enabled external pre-chargeback alert DMNs, Nuvei sends the merchant a DMN with the Ethoca alert data.
  4. Based on the alert data received in the DMN, the merchant tracks the transaction related to the alert; processes the alert; and sends Nuvei a /preDisputeDecision API request with its mandatory parameters, including decisionDetails.decisionDescription and decisionDetails.refundIndicator. For valid values, see below.

    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. Nuvei processes the /preDisputeDecision request and sends the information to Ethoca (synchronously).
  6. Nuvei sends the merchant a response that indicates status: “success” or “failure“. In case of failure, error codes and reasons are included.

    Example /preDisputeDecision Response with status: “success”
    {
  "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 Response with status: “failure”
    {
  "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

Valid Values for decisionDetails.decisionDescription

For Customer Dispute Alerts (customerdispute_alert)

ValueDescriptionValid Values for decisionDetails.refundIndicator
resolvedThe dispute was resolved with the cardholder.refunded | not refunded | not settled
previously_refundedThe transaction was already refunded.refunded
unresolved_disputeThe dispute was not resolved with the cardholder.not refunded
notfoundThe transaction was not found.not refunded
otherOther.refunded | not refunded | not settled

For Suspected Fraud Alerts (issuer_alert)

ValueDescriptionValid values for decisionDetails.refundIndicator
stoppedThe merchant stopped providing the goods/service.refunded | not settled
partially_stoppedThe merchant partially stopped providing the goods/service.refunded | not refunded | not settled
previously_cancelledProviding the goods/service was already cancelled.refunded | not settled
missedThe merchant already provided the goods/service.refunded | not refunded | not settled
notfoundThe transaction was not found.not refunded
account_suspendedThe cardholder account was suspended.refunded | not refunded | not settled
in_progressHandling the fraud alert is in progress.refunded | not refunded | not settled
shipper_contactedThe merchant has contacted the shipper to stop the supply.refunded | not refunded | not settled

Response Error Codes and Reasons

Error CodeReason
10001Alert not found
10002Decision was received before
10003Invalid decision ID
10004Ethoca - Unexpected system error
10005Ethoca – session error
10006Ethoca – validation error
10007Invalid refund indicator
10008Ethoca – Alert update failure
10009Invalid ‘decision code’ – ‘refund indicator’ combination
Last update iconLast modified December 2024