Settlements and disputes

If you take cards with Nuvioo payments, card sales are paid to your bank in settlements. When a customer asks their bank to reverse a payment, you see a dispute. In the sidebar, under Reports, open Payments and choose Settlements or Disputes.

Good to know

Screenshots on this page show sample data.

Note

Both reports read from your Nuvioo card payments account for the location. A location without Nuvioo card payments shows No data. See Payment settings.

The Filter by range and Filter by shop filters work as described in Common filters and export.

Settlements

Open Payments → Settlements. Each row is one settlement, which is one payout batch for your location.

Settlements (sample data)

Filter	Default	What it does
Filter by range	Today	Matches the date the settlement was created. Widen the range to see earlier settlements.
Filter by shop	See the link above.	Chooses the location.

Column	Definition
Created at	The date the settlement was created.
Transactions	The number of debit transfers, split transfer debits, reversals and dispute debits in the settlement.
Fees	The number of fees charged. It is a count, not an amount.
Amount	The settlement’s total amount. An amount of zero or less shows in brackets.
Fees amount	The total of the fees.
Net amount	Amount minus Fees amount. An amount of zero or less shows in brackets.
State	Where the settlement is in its life. See the table below.

Newest settlements come first. Click the i button at the end of a row to open the settlement’s details.

The download button exports an Excel file. This screen has no print button.

Settlement states

The processor sets the state. Nuvioo shows it as it receives it.

State	What it means
Accruing	The settlement is still open and collecting transactions.
Awaiting approval	The settlement is waiting for approval.
Approved	The settlement was approved. Its funding transfers are listed in the details.

A Succeeded or Canceled label can also appear, for example on a funding transfer.

Settlement details

The i button opens a window with a summary at the top and two tabs.

Summary item	Definition
Settlement and ID	The settlement’s ID. Hover over the ID tag and click Click to copy. The amount below it is the settlement’s total amount.
FEES AMOUNT	The total fees, shown in brackets.
NET AMOUNT	The total amount minus the fees.
STATE	The state, with a colored dot.
CREATED ON	The date and time the settlement was created.
PAYMENT SETTLEMENT SCHEDULE	How often settlements are made, for example Daily.
PAYOUT TYPE	The payout type set by the payout plan, for example Net.

General Information tab:

Section	What it shows
Details	Entry accrual start and Entry accrual end, the period of transactions the settlement collects. Auto close, the time the settlement closes on its own. Processor.
Overview	The Transactions group with Debits, Credits, Fees and Refunds. Each shows a count next to its name and an amount below. The last column is the Net amount.
Funding transfer	The transfers that move the money to your bank. It appears only when transfers exist. It lists up to 10 transfers from the last 30 days.

Funding transfer columns:

Column	Definition
ID and Trace ID	Reference numbers. Hover and click Click to copy.
Created on	When the transfer was created. Click the header to sort.
Amount	The transfer amount.
Deposit type	Credit or Debit.
Level	The transfer level reported by the processor.
State	The transfer state, for example Succeeded.
Payment instrument	The destination of the transfer.

Entries tab. It lists every entry in the settlement. More rows load as you scroll.

Column	Definition
ID and Trace ID	Reference numbers. Hover and click Click to copy.
Created on	When the entry was created. Click the header to sort.
Amount	The entry amount.
Transaction type	The kind of entry, as the processor reports it.
Fee type	The kind of fee. - when the entry is not a fee.
Buyer name	The buyer. - when there isn’t one.

On the Entries tab, a download button exports the entries to Excel.

Disputes

Open Payments → Disputes. The list shows each dispute with its amount, the buyer, the reason, the card and the Respond Within deadline.

Disputes (sample data)

Filter	Default	What it does
Filter by range	The last month, up to today.	Matches the date the dispute was created.
Filter by shop	See the link on top.	Chooses the location.

Column	Definition
ID	The dispute’s ID. Hover and click Click to copy.
Created On	When the dispute was opened.
Updated On	When the dispute last changed.
Respond Within	The time left to respond. See below.
Buyer	The cardholder’s name, with their email below.
Amount	The disputed amount.
State	The dispute’s state, as the processor reports it, with the reason below. A pending dispute shows a small icon beside its state.
Payment Instrument	The card’s masked number, with the card brand, the BIN and the last 4 digits below.
Instrument Type	The instrument type, with the brand and card type below.

Respond Within works like this.

What you see	What it means
A number of days, for example 3 days	You still need to respond. A timer icon appears when fewer than 7 days remain.
Expired	The deadline has passed.
-	You already responded, or no response is needed.

Click the i button at the end of a row to open the dispute. The list loads 10 disputes at a time as you scroll. The download button exports an Excel file. This screen has no print button.

Dispute details

The dispute page has a Back link to the list. It has these sections.

Section	What it shows
Header	The Disputes ID, the amount, STATE, RESPOND BY, CREATED ON and ORIGINAL PAYMENT.
Response	The response state, the reason code and reason, the processor’s message, and Action Required when the processor asks for something. While you can still respond, Respond Within shows the days left.
Dispute Details	Respond By, Last Updated and Processor.
Original Payment	Amount, Fees, State, Created On, Type and Statement Descriptor, with the payment’s ID and Trace ID.
Buyer Details	Name, Business Name, Email, Phone and Billing Address.
Payment Instrument	The card’s brand, type, masked number, expiration date, CVV Verification, Address Verification and Issuer Country.
Adjustments	The money movements the dispute caused: Created On, Ready to settle, Amount, Adjustment Type, Level and State.
Order Detail	The order behind the payment: order number, Grand Total, Tax Amount, Tip Amount, Total Refund, the order type, the table and the Order Items.

A section is missing when the processor doesn’t return that information.

Response states

State	What it means	What you can do
Needs Response	The dispute is open and waiting for you.	Submit evidence or accept liability.
Evidence Submitted	You sent your evidence to the processor.	Download the submitted files.
Liability Accepted	You agreed with the customer’s claim.	Download the uploaded files.

If the processor reports another response state, the page still reads Needs Response. The upload, submit and accept controls are hidden.

Respond to a dispute

You have two choices.

Submit evidence

Use this when you can show the charge was valid.

1. Upload your files

   Under Submit evidence for this dispute, drag files into the box or click click here to upload. You can upload up to 8 files in total. Each file can be a JPG or a PDF, up to 1 MB. Files start uploading as soon as you choose them.

2. Check the files

   The table lists each file with its ID, File Name, File Status, File Type and Upload On. Click a File Name to download it.

3. Add a summary

   Click Add Details and Submit. The button appears once at least one file is uploaded. In Summary of Evidence for Issuer (recommended), write a short explanation for the card issuer.

4. Submit

   Click Submit Evidence. You see Evidence submitted successfully. The page then reads Evidence Submitted.

Warning

Uploaded files are saved to the dispute even if you never click Submit Evidence. Submit Evidence sends everything to the card processor. It is final. You can’t change your defense or upload more files afterwards. Submit only when everything is ready, and before Respond Within runs out.

Accept liability

Use this when you don’t want to defend the dispute.

1. Start

   At the bottom of the response box, click Accept Liability.

2. Confirm

   In the Accept Liability window, add a Note if you want, and tick I understand that this decision means the merchant acknowledges and agrees to the buyer’s claim.

3. Finish

   Click Accepting Liability. It stays off until you tick the box. You see Accept liability success. The page then reads Liability Accepted.

The Note box and the evidence summary are the same field. Text you typed in one shows in the other. Clear it if you don’t want it sent.

Warning

Accepting liability tells the processor you agree with the customer’s claim. It ends the dispute. The window says: “This decision will be final and cannot be undone.”

Both actions use the same permission as viewing reports. Anyone who can open Disputes can respond. If a step fails, you see Failed to submit evidence or Accept liability failed, and the page doesn’t change.

Hover over the information icon next to Submit evidence for this dispute or next to Accept Liability to read what each choice means.