Disputes

Sharpen your dispute resolution skills. Expand your understanding of Visa rules, chargeback reason codes, and case filings. Also learn how to use Visa Resolve Online to manage the dispute process.

Events & Workshops

Responding to Disputes Related to COVID-19 — Virtual

Responding to Disputes Related to COVID-19 — Virtual

In this virtual course, Visa dispute resolution experts will discuss how the COVID-19 outbreak may be affecting your ability to manage and respond to disputes. You’ll learn about the impacts to Visa rules and what you can do to assist your cardholders and merchants during this unprecedented period of time. You’ll also discuss several sample scenarios, get answers to frequently asked questions, and learn more about important resources you can leverage to help you better serve your customers.

90-minute virtual course

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Understanding Visa Disputes - Virtual Course

Understanding Visa Disputes - Virtual Course

Get up to speed on Visa’s dispute rules. This virtual course focuses on all four dispute categories and the conditions within each. You will learn about how these four categories fall into two dispute workflows, and get explanations on the rules, requirements and timeframes for each. Throughout this course, you will assess real-world dispute case studies and determine the key actions necessary to achieve proper resolution.

Four-day virtual course (3.5 hours per day)

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Understanding Visa Disputes (UVD)

Understanding Visa Disputes (UVD)

Learn the best ways to handle disputes while providing great customer service to cardholders and merchants.  This introductory three-day workshop provides a foundational understanding of the timelines, touchpoints, and processes associated with disputes.  You will review various real-world dispute situations and the key decisions necessary to achieve proper resolution. This course will also help you understand the four dispute categories: Fraud, Authorizations, Processing Errors, and Consumer Disputes.

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Bundled Courses

Dispute Best Practices and Hot Topics

Dispute Best Practices and Hot Topics

This series of short courses covers specific dispute best practices and topics related to Visa disputes. Each course is designed to give you important information about dispute issues affecting clients today. Each course is approximately 5-10 minutes in length and covers hot topics such as compelling evidence, arbitration, time requirements, and more. You can elect to enroll in one or more individual courses, or enroll in the entire series.

1 series, multiple 5 to 10 minute courses

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Handling Disputes with Visa Resolve Online

Handling Disputes with Visa Resolve Online

Visa Resolve Online (VROL) provides additional transaction information so that you can try to resolve the dispute before it gets started. Using VROL in the new dispute process will proactively eliminate invalid disputes and responses. It will apply automated liability assignment, where possible, resulting in a more efficient process.  This bundled online series will show you how to use VROL.

15-course bundle, 4 ½ hours, 6 months unlimited access after enrollment.

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Understanding Visa Dispute Rules

Understanding Visa Dispute Rules

This series of online courses provides an overview of Visa Dispute timelines, touchpoints, and associated processes.  You will review various real-world dispute situations and the key rule decisions necessary to achieve proper resolution. This online series will also help you understand the four disputes categories: Fraud, Authorizations, Processing Errors, and Consumer Disputes.  You can complete every course in the bundled series, or view only those which are most relevant to you.

5-course bundle, 9 hours total (each module is 90 minutes), 6 months unlimited access after enrollment


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Online Courses

Arbitration Case Filing Time Limits

Arbitration Case Filing Time Limits

This quick course reviews specific timeframes associated with filing arbitration cases to avoid losing the disputed transaction amount and the associated review fees.

1-course, 7 minutes

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Best Practices for Initiating a Transaction Inquiry

Best Practices for Initiating a Transaction Inquiry

Understand how and when to correctly use a transaction inquiry. If used correctly by clients it will avoid a dispute going down the wrong dispute condition or Visa Resolve Online (VROL) improperly rejecting the dispute.

1-course, 5 minutes

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Build an Effective Dispute Case

Build an Effective Dispute Case

Build an effective dispute case by learning tips and best practices that you should use prior to filing an arbitration case with Visa.

1-course, 5 minutes

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Compelling Evidence

Compelling Evidence

This quick course will help you understand what is considered compelling evidence vs. not compelling evidence. This will help reduce unnecessary arbitration case filings and fees.We will share best practices for acquirers and issuers.

1-course, 10 minutes

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Creating Stop Payment Orders in Visa Resolve Online

Creating Stop Payment Orders in Visa Resolve Online

Is a merchant still charging a cardholder for a recurrent payment after the cardholder has cancelled the service? You can put a stop to it by creating a stop payment order in Visa Resolve Online (VROL). VisaNet will then decline qualifying transactions on behalf of the issuer. This course shows you how to add, update, and delete a manual stop payment order and use a real-time inquiry to review it. This course is included in the Handling Disputes with Visa Resolve Online bundled course.

1-course, 23 minutes, 6 months unlimited access after purchase.

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Creating Transaction Inquiries in Visa Resolve Online

Creating Transaction Inquiries in Visa Resolve Online

What is the first thing you do when a cardholder does not recognize a transaction? You research the transaction to get more information about it. The transaction inquiry function in Visa Resolve Online (VROL) lets you search Visa databases to find authorization and settlement transactions. Transaction inquiry is the first step to creating a dispute in the new dispute process. This course shows you how to create a transaction inquiry and other related inquiries. This course is included in the Handling Disputes with Visa Resolve Online bundled course.

1-course, 28 minutes, 6 months unlimited access after purchase.

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Dispute Case Filing in Visa Resolve Online

Dispute Case Filing in Visa Resolve Online

When you cannot come to an agreement and you need Visa to step in on a dispute, it is time for Arbitration or Compliance. Both issuers and acquirers may file arbitration and compliance cases. This course helps you understand the case filing process and explains how to file arbitration, or compliance, how to view acknowledge and rejection letters from Visa, as well as how to respond to or appeal cases. This course is included in the Handling Disputes with Visa Resolve Online bundled course.

1-course, 35 minutes, 6 months unlimited access after purchase.

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Dispute Financials in Visa Resolve Online

Dispute Financials in Visa Resolve Online

How does liability change when a dispute is won or lost? Dispute financials are the answer. You have two options for dispute financials: client initiated or VROL initiated. This course discusses both approaches, including when dispute financials are required from the client or supplied by Visa. This course is included in the Handling Disputes with Visa Resolve Online bundled course.

1 course, 16 minute, 6 months unlimited access after purchase.

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Dispute Pre-Filing in Visa Resolve Online

Dispute Pre-Filing in Visa Resolve Online

Do you have a dispute that you cannot resolve? Why not try one more time before sending it to Visa by filing pre-arbitration. If a dispute is not the answer, the other party has violated a Visa Rule; you can try to work it out through pre-compliance. This course describes how to create, respond to, and recall both pre-arbitration and pre-compliance questionnaires. This course is included in the Handling Disputes with Visa Resolve Online bundled course.

1-course, 34 minutes, 6 months unlimited access after purchase.

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Exception Review Queue Do’s and Don’ts

Exception Review Queue Do’s and Don’ts

When your dispute rejects do you know when you should submit an inquiry to the Exception Review Queue? In this quick course, you will learn how and when to use the Exception Review Queue process.

1-course, 11 minutes

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Initiating History Inquiries in Visa Resolve Online

Initiating History Inquiries in Visa Resolve Online

Have you already reported fraud on a card? Have you already added it to the Exception File? What about a Stop Payment order?  You can use a history inquiry to find out.  This course shows you how to initiate fraud reporting, exception file, and stop payment history inquiries. This course is included in the Handling Disputes with Visa Resolve Online bundled course.

1-course, 19 minutes, 6 months unlimited access after purchase

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Merchant Credit Best Practices for Acquirers and Issuers

Merchant Credit Best Practices for Acquirers and Issuers

Understand key best practices for accepting or processing disputes related to merchant credits throughout the dispute cycle.

1-course, 5 minutes

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Pre-Dispute Resolution Overview

Pre-Dispute Resolution Overview

Pre-dispute resolution is gaining momentum as a way for clients to optimize their dispute process. With the recent acquisition of Verifi, Visa is investing in solutions to help our clients manage their dispute operations efficiently.

This webcast covers the concept of pre-dispute resolution, including trends and new products and offerings.

1 course, 60 minutes total, 6 month unlimited access after purchase

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Prepare for Testing With Visa Resolve Online

Prepare for Testing With Visa Resolve Online

This webcast will provide Visa Resolve Online System Interface users with information and best practices on testing prior to a release.

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Prepare for Visa Resolve Online Testing for Release 20.1 – replay of live webcast

Prepare for Visa Resolve Online Testing for Release 20.1 – replay of live webcast

This webcast has been created to prepare clients for Visa Resolve Online (VROL) Release 20.1 testing. The webinars will focus on the changes to Associated Transaction Research (ATR) and TC 15 testing.

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Processing Accounting Entry Memos in Visa Resolve Online

Processing Accounting Entry Memos in Visa Resolve Online

Do you need to track your internal general ledger entries for dispute cases? This module shows you how to use Accounting Entry Memos to export entries into your general accounting system to track write-offs and cardholder credits. This course is included in the Handling Disputes with Visa Resolve Online bundled course.

1-course, 12 minutes, 6 months unlimited access after purchase.

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Processing Adjustments in Visa Resolve Online

Processing Adjustments in Visa Resolve Online

If you are an acquirer and you need to credit or debit an issuer, you can use a Visa Resolve Online (VROL) adjustment. This course shows you how to create an adjustment from an existing case and how to view an adjustment. Both issuers and acquirers can view adjustments. This course is included in the Handling Disputes with Visa Resolve Online bundled course.

1-course, 14 minutes, 6 months unlimited access after purchase.

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Processing Collaboration in Visa Resolve Online

Processing Collaboration in Visa Resolve Online

Do you need to ask a question or exchange information with another Visa client? Submit an inquiry to resolve a question before it becomes a dispute. Use good faith collaboration to settle disputes informally.  Clients in the United States can use Auto-Substantiation Receipt Request (ASRR) collaboration to handle inquiries and disputes on healthcare auto-substantiation transactions. Finally, acquirers can use Card Recovery collaboration to let issuers know they have recovered a card. This course discusses how to initiate, respond to, recall, and close collaboration transactions. This course is included in the Handling Disputes with Visa Resolve Online bundled course.

1-course, 24 minutes, 6 months unlimited access after purchase.

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Processing Disputes in Visa Resolve Online

Processing Disputes in Visa Resolve Online

The Visa dispute process is changing. Are you ready? In the new process, disputes are routed through one of two workflows—allocation or collaboration—based on the dispute category. This course shows you how to initiate and respond to disputes in Visa Resolve Online using the new dispute process. This course is included in the Handling Disputes with Visa Resolve Online bundled course.

1-course, 48 minutes, 6 months unlimited access after purchase.

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Processing Exception File Listings in Visa Resolve Online

Processing Exception File Listings in Visa Resolve Online

Once you identify a card as lost, stolen, or counterfeit, you need to block any transactions made with the card. You can add cards to the Exception File so that VisaNet can decline transactions or return a message to the acquirer when that card is used. This course shows you how block “bad” cards by adding them to the Exception File. This course is included in the Handling Disputes with Visa Resolve Online bundled course.

1-course, 16 minutes, 6 months unlimited access after purchase.

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Processing Fraud Reports in Visa Resolve Online

Processing Fraud Reports in Visa Resolve Online

When you encounter fraud within your Visa card portfolio, you need to notify Visa of the fraudulent activity. This course shows you how to use Visa Resolve Online (VROL) to create fraud reports for Not Received as Issued (NRI) fraud, Convenience Check fraud, and other fraud. Issuers, acquirers, and other users who are initiating fraud on behalf of a financial institution can submit fraud reports. This course is included in the Handling Disputes with Visa Resolve Online bundled course.

1 course, 32 minutes, 6 months unlimited access after purchase.

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Processing Messages in Visa Resolve Online

Processing Messages in Visa Resolve Online

Do you need to ask a question or convey information outside of the dispute process? You might be able to use a message. Messages are non-financial transactions that issuers and acquirers can exchange. Visa Resolve Online (VROL) supports the Request Proof of Posting (RPP) Message type. This course describes the message queues, message workflow, and the procedures for processing messages. This course is included in the Handling Disputes with Visa Resolve Online bundled course.

1-course, 29 minutes, 6 months unlimited access after purchase.

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Processing Miscellaneous Fees in Visa Resolve Online

Processing Miscellaneous Fees in Visa Resolve Online

Visa clients can use miscellaneous fee transactions to collect a fee from or disburse funds to another Visa client. You can initiate a stand-alone miscellaneous fee or create one within an existing case. This course shows you how to create a miscellaneous fee from an existing case and how to accept or dispute miscellaneous fees. This course is included in the Handling Disputes with Visa Resolve Online bundled course.

1-course, 12 minutes, 6 months unlimited access after purchase.

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Queues in Visa Resolve Online

Queues in Visa Resolve Online

Is it your job to manage dispute cases? If you are a Visa Resolve Online (VROL) client, we suggest that you review the queues on a regular basis. Queues are lists of cases owned by the user’s VROL organization. This course explains some of the most commonly used queues and discusses how to view, sort, and configure queues. This course is included in the Handling Disputes with Visa Resolve Online bundled course.

1-course, 18 minutes, 6 months unlimited access after purchase.

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Tips for Processing Authorization Disputes

Tips for Processing Authorization Disputes

Understand key tips and best practices for processing authorization disputes under Dispute Category 11 – Authorization. We will cover what is a valid authorization, special authorization request allowances, approval response validity time limits and authorization reversal/replacement amounts.

1-course, 5 minutes

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Understanding Fraud Dispute Paths

Understanding Fraud Dispute Paths

This quick course will give Issuers some simple steps to take to ensure their fraud disputes are processed correctly, and how they can avoid having the dispute go down the wrong fraud dispute path.

1-course, 10 minutes

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Understanding Visa Dispute Rules: Authorization Disputes – Category 11

Understanding Visa Dispute Rules: Authorization Disputes – Category 11

Get up to speed on the latest Authorization-related dispute rules.  This online course focuses on Authorization Category 11 conditions.  The course explains the rules and processing requirements for Card Recovery Bulletin, Declined Authorization, and No Authorization disputes.  This course is included in the bundled online series called Understanding Visa Dispute Rules.

1 course, 90-minutes, 6-month unlimited access after enrollment

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Understanding Visa Dispute Rules: Consumer Disputes–Category 13

Understanding Visa Dispute Rules: Consumer Disputes–Category 13

Learn how to successfully resolve consumer disputes. This online course focuses Consumer Disputes Category 13 conditions. The course explains the rules and processing requirements for each of the Consumer Disputes conditions. This course is included in the bundled online series called Understanding Visa Dispute Rules.

1 course, 90-minutes, 6-month unlimited access after enrollment

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Understanding Visa Dispute Rules: Fraud Disputes – Category 10

Understanding Visa Dispute Rules: Fraud Disputes – Category 10

Become a pro at resolving fraud-related disputes.This online course focuses on Fraud Category 10 conditions. The course explains the rules, processing requirements, and timeframes for each condition and offers recommendations for making accurate and timely dispute resolution decisions. This course is included in the bundled online series called Understanding Visa Dispute Rules.

1 course, 90-minutes, 6-month unlimited access after enrollment

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Understanding Visa Dispute Rules: Pre-Arbitration, Arbitration, and Compliance

Understanding Visa Dispute Rules: Pre-Arbitration, Arbitration, and Compliance

Strengthen your Arbitration and Compliance expertise. This online course expands on the Arbitration process including Pre-Arbitration, and discusses best practices for Arbitration management. The course also describes how Visa’s compliance process works when there is a Visa rule violation, no existing dispute right, and an acquirer or issuer has incurred or will incur a financial loss due to the violation. This course is included in the bundled online series called Understanding Visa Dispute Rules.

1 course, 90-minutes, 6-month unlimited access after enrollment

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Understanding Visa Dispute Rules: Processing Errors Disputes–Category 12

Understanding Visa Dispute Rules: Processing Errors Disputes–Category 12

Learn what to do when a processing error dispute comes your way.This online course covers Processing Errors Category 12 conditions. The course highlights the dispute situations that can occur when an acquirer processes a transaction erroneously or when there is a merchant error during the sales process. It also explains the rules and processing requirements for each of the Processing Error conditions. This course is included in the bundled online series called Understanding Visa Dispute Rules.

1 course, 90-minutes, 6-month unlimited access after enrollment

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UVD English Virtual Pre-work

UVD English Virtual Pre-work

Pre-work

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Visa Resolve Online Review Release 20.1 Release Notes - Replay of live webinar

Visa Resolve Online Review Release 20.1 Release Notes - Replay of live webinar

Review the latest Visa Resolve Online system interface updates for Visa Resolve Online Release 20.1, April 2020.

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Visa Risk-based Auto Dispute (VRAD) Real-Time System Interface (RTSI) Integration Overview

Visa Risk-based Auto Dispute (VRAD) Real-Time System Interface (RTSI) Integration Overview

Visa Risk-based Auto-Dispute (VRAD) is an optional service that integrates issuers’ risk management platforms, such as Visa Risk Manager (VRM), into the Visa network for Dispute Processing. This optional service allows issuers to automate fraud dispute preparation, processing and write-offs, as well as alert merchants that fraud has occurred. VRAD is hosted on the Visa Resolve Online platform, which manages and supports the dispute process.

26 mins 25 secs

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Dispute Resolution

A workshop in which, through case studies, gives you a very real experience in the resolution of disputes.

- Supervisor, Puerto Rico