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

Introduction to Dispute Resolution – Virtual

Introduction to Dispute Resolution – Virtual

New to dispute resolution? Join us to learn what disputes are and how they happen. In this introductory virtual course, you’ll learn about the Visa Product and Service Rules and review the rules and regulations that issuers, acquirers and merchants must follow in order to accept Visa cards. You’ll also discuss real-world dispute situations and the decisions necessary to achieve proper resolution. You’ll emerge from this course with a foundational understanding of the rules, timelines, touchpoints and processes associated with dispute resolution.

If you are interested in pursuing the Visa Dispute Resolution Professional Certification, this course is a great way to prepare for beginning the certification process.

Four-day virtual course (2.5 hours per day)

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Understanding Visa Disputes - Virtual

Understanding Visa Disputes - Virtual

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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Online Courses

Best Practice for Arbitration Case Filing Time Limits

Best Practice for 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 Practice: Building an Effective Dispute Case

Best Practice: Building 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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Best Practice: Compelling Evidence

Best Practice: 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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Best Practice: Exception Review Queue Do’s and Don’ts

Best Practice: 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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Best Practice: Initiating a Transaction Inquiry

Best Practice: 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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Best Practice: Merchant Credit for Acquirers and Issuers

Best Practice: Merchant Credit 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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Best Practice: Pre-Disputes Services Revisited (recording of June 2020 webinar)

Best Practice: Pre-Disputes Services Revisited (recording of June 2020 webinar)

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

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Best Practice: Prepare for Testing With Visa Resolve Online

Best Practice: 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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Best Practice: Processing Authorization Disputes

Best Practice: 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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Best Practice: Responding to Disputes Related to COVID-19 (recording of session held April 17, 2020)

Best Practice: Responding to Disputes Related to COVID-19 (recording of session held April 17, 2020)

This webcast is a recording of a virtual course session held on April 17, 2020. In this recording, Visa dispute resolution experts 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 hear several sample scenarios and learn more about important resources you can leverage to help you better serve your customers.

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Best Practice: Understanding Fraud Dispute Paths

Best Practice: 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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DPS Processing Report Services

DPS Processing Report Services

This high level overview provides a summary of the available, on-demand reports found in Processing Reports Services. It is meant to supplement the Web Reports Reference Guide found in Visa Online.


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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 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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Visa Resolve Online Release 20.2 Release Notes – replay of live webcast

Visa Resolve Online Release 20.2 Release Notes – replay of live webcast

This webcast will provide an overview of the Visa Resolve Online (VROL) Release 20.2 Release The VROL release notes describe modifications to the VROL production environment that are made as part of each release.

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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