Click Disputes on the side menu on the Merchant and Partner Portal.
The column of "Action Required" will indicate if the transaction is eligible for reconciliation. Click the arrow at the end of the transaction you want to dispute.
Quick tip: if your chargeback is approaching the due date, it will be highlighted in yellow
If you wish to have the dispute case closed, click Accept Dispute. Otherwise, click Add Document and upload the necessary evidence as listed on the right*. Once the document** has been uploaded, click Submit Evidence.
* The required documents may vary for each dispute, make sure you upload the necessary evidence to increase the chance of a successful dispute resolution.
** Only one document is accepted for each chargeback. Use the online tool here to consolidate all your evidence into a single PDF.
The Portal will confirm whether the evidence has been uploaded successfully. Click Done to exit the pop-up screen. You will also receive an email receipt to confirm that Nuvei has received the evidence.
After submitting the required documents, you can review the summary of your chargeback along with the provided evidence on the dashboard. Once the result of the chargeback is confirmed, our Merchant Acquiring Operations will be in touch via email.