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

Understanding Visa Claims Resolution (VCR) Dispute Rules

Understanding Visa Claims Resolution (VCR) Dispute Rules

On 15 April 2018, the enhanced Visa Claims Resolution (VCR) dispute rules and new workflow and processes took effect. This change impacts your business flows, financials, and dispute lifecycle. In this three-day course, you will get an overview of the new 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 new dispute categories: Fraud, Authorizations, Processing Errors, and Consumer Disputes. 

3-day workshop

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Understanding Visa Claims Resolution (VCR): Fraud and Authorization Disputes

Understanding Visa Claims Resolution (VCR): Fraud and Authorization Disputes

Get up to speed on the Visa Claims Resolution (VCR) fraud and authorization dispute rules. This live online course focuses on the specific reason codes (62, 81, 83, 93, 70, 71, and 72,) that map to the newly defined Fraud and Authorizations conditions including processing requirements, and timeframes. Throughout this course, you will work in teams, assess real-world dispute case studies, and determine the key actions necessary to achieve proper resolution. Interact with your instructor and peers live and share your ideas using the online polls, whiteboard, and chat features. If you are also interested in the VCR processing errors and consumer dispute rules, click here.

2-day live online session (4 hours each day)

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Understanding Visa Claims Resolution (VCR): Processing Errors and Consumer Disputes

Understanding Visa Claims Resolution (VCR): Processing Errors and Consumer Disputes

Get ready for the next generation of dispute resolution. This live online course focuses on the reason codes that map to the newly defined Processing Errors and Consumer category conditions. It also walks through the simplified workflow, and explains the dispute rules, requirements, and timeframes. Throughout this course, you will work in teams, assess real-world dispute case studies, and determine the key actions necessary to achieve proper resolution. Interact with your instructor and peers live and share your ideas using the online polls, whiteboard, and chat features. If you are also interested in the VCR fraud and authorization dispute rules, click here.

2-day live online session (4 hours each day)

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Bundled Courses

Handling Disputes with Visa Resolve Online

Handling Disputes with Visa Resolve Online

The new Visa Claims Resolution (VCR) aims to move dispute processing from a “litigation-based” model to one of “liability assignment”. To do so, VCR will incorporate updated technology and facilitate better use of data.  Visa Resolve Online (VROL) is an integral part of the VCR technology. VROL will provide 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 with VCR.

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

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Visa Claims Resolution (VCR) Dispute Rules

Visa Claims Resolution (VCR) Dispute Rules

Are you ready for the new disputes process launch? This series of online courses provides an overview of the Visa Claims Resolution (VCR) timelines, touchpoints, and processes associated with disputes.  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 mapping of today’s chargeback reason codes into four new VCR 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.

6-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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Collecting Disputed Amounts for Compliance Cases

Collecting Disputed Amounts for Compliance Cases

Did you know the process for collecting disputed transactions through the compliance process remains unchanged? This quick course will help you understand the difference in the collection process between pre-arbitration/arbitration and pre-compliance/compliance.

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 (VCR)

Creating Stop Payment Orders in Visa Resolve Online (VCR)

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, 10 minutes, 6 months unlimited access after purchase.

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Creating Transaction Inquiries in Visa Resolve Online (VCR)

Creating Transaction Inquiries in Visa Resolve Online (VCR)

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, 30 minutes, 6 months unlimited access after purchase.

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Dispute Case Filing in Visa Resolve Online (VCR)

Dispute Case Filing in Visa Resolve Online (VCR)

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, 20 minutes, 6 months unlimited access after purchase.

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Dispute Financials in Visa Resolve Online (VCR)

Dispute Financials in Visa Resolve Online (VCR)

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, 10 minute, 6 months unlimited access after purchase.

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Dispute Pre-Filing in Visa Resolve Online (VCR)

Dispute Pre-Filing in Visa Resolve Online (VCR)

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, 30 minutes, 6 months unlimited access after purchase.

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EMV Liability Shift - Dispute Resolution

EMV Liability Shift - Dispute Resolution

Understand the guidelines that both issuers and acquirers can use when handling the chargeback situations that may occur as a result of the October 2015 EMV Liability Shift. This 30 minute online course discusses the data elements, specific conditions, and reason codes to consider in a legitimate EMV liability shift dispute. Throughout the course you will have a chance to practice evaluating and responding to real-life scenarios.

30 minute course, 6 month unlimited access after enrollment

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Enhanced Dispute Resolution Rules Under Visa Claims Resolution (VCR)

Enhanced Dispute Resolution Rules Under Visa Claims Resolution (VCR)

Stay ahead of the game! This 35-minute course walks through the new dispute rules that associated with the new Visa Claims Resolution (VCR) implementation. The new rules should help better address invalid dispute blocking and make dispute processing faster. It will also reduce the amount of required documentation and provide greater efficiencies.

1 course, 35 minutes, 6 month unlimited access after purchase

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Gearing Up for Visa Claims Resolution (VCR)

Gearing Up for Visa Claims Resolution (VCR)

Are you ready for Visa Claims Resolution (VCR) in April 2018?  This 3-hour, online course brings together three core training courses into one comprehensive course.  In this course, you will learn what VCR is and what it will mean to your organization.  You will also learn about the new dispute rules and four dispute categories. Finally, you will get a detailed walk-through of the new Visa Resolve Online (VROL) screens associated with VCR. (If you prefer to view these courses individually, click the ‘more details’ button to learn how).

1 course, 3-hours total, 6-month unlimited access after enrollment

Who Should View

Dispute Resolution Managers, Dispute Analysts, and Back Office staff members  

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Initiating History Inquiries in Visa Resolve Online (VCR)

Initiating History Inquiries in Visa Resolve Online (VCR)

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, 15 minutes, 6 months unlimited access after purchase

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Issuer Certification Requirements for Fraud Disputes Involving Europe

Issuer Certification Requirements for Fraud Disputes Involving Europe

Issuer certification of a dispute is important to avoid processing invalid disputes. This quick course reviews what you need to know and best practices to consider for issuer certification of a dispute.

1-course, 5 minutes

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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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Overview of Visa Resolve Online (VROL)

Overview of Visa Resolve Online (VROL)

You must respond quickly to cardholder disputes to reduce losses. Visa Resolve Online helps you reduce processing times and improve the accuracy of dispute information. This course introduces you to the features of Visa Resolve Online. It also provides information about how to implement Visa Resolve Online.

1 course, 15 minutes, 6 month unlimited access after purchase.

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Processing Accounting Entry Memos in Visa Resolve Online (VCR)

Processing Accounting Entry Memos in Visa Resolve Online (VCR)

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, 10 minutes, 6 months unlimited access after purchase.

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Processing Adjustments in Visa Resolve Online (VCR)

Processing Adjustments in Visa Resolve Online (VCR)

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, 10 minutes, 6 months unlimited access after purchase.

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Processing Collaboration in Visa Resolve Online (VCR)

Processing Collaboration in Visa Resolve Online (VCR)

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, 20 minutes, 6 months unlimited access after purchase.

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Processing Disputes in Visa Resolve Online (VCR)

Processing Disputes in Visa Resolve Online (VCR)

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, 30 minutes, 6 months unlimited access after purchase.

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Processing Exception File Listings in Visa Resolve Online (VCR)

Processing Exception File Listings in Visa Resolve Online (VCR)

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, 15 minutes, 6 months unlimited access after purchase.

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Processing Fraud Reports in Visa Resolve Online (VCR)

Processing Fraud Reports in Visa Resolve Online (VCR)

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, 30 minutes, 6 months unlimited access after purchase.

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Processing Messages in Visa Resolve Online (VCR)

Processing Messages in Visa Resolve Online (VCR)

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, 20 minutes, 6 months unlimited access after purchase.

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Processing Miscellaneous Fees in Visa Resolve Online (VCR)

Processing Miscellaneous Fees in Visa Resolve Online (VCR)

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, 10 minutes, 6 months unlimited access after purchase.

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Queues in Visa Resolve Online (VCR)

Queues in Visa Resolve Online (VCR)

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, 15 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 Claims Resolution (VCR)

Understanding Visa Claims Resolution (VCR)

Get up to speed on Visa’s latest effort to streamline the dispute resolution process. This quick course introduces you to the new Visa Claims Resolution (VCR) initiative and how it will help simplify the dispute process and reduce associated time and costs. Find out how VCR works from start to finish, the key benefits of using it, and important release dates.

1 course, 15 minutes total, 6 month unlimited access after enrollment

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VCR Dispute Optimization

VCR Dispute Optimization

Gain greater efficiencies throughout your dispute life cycle.  The Visa Claims Resolution Dispute Optimization (VCR) webcast walks through all of the areas within the new dispute workflow where you can leverage your end-to-end processing. Learn about the dispute lifecycle optimization techniques that are available to you and how to evaluate them for possible inclusion in your workflow.

1 course, 30 minutes total, 6 month unlimited access after enrollment

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VCR Financial Process Flows

VCR Financial Process Flows

This online course explains how money moves with the new Visa Claims Resolution (VCR) changes for Base II endpoints. You will get details on the financial process flows for both Allocation for Fraud and Authorization disputes, as well as, Collaboration for Consumer and Processing Error disputes.

1 course, 75 minutes

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Visa Claims Resolution (VCR)  Business Process Flows

Visa Claims Resolution (VCR) Business Process Flows

Learn how the Visa Claims Resolution (VCR) business processes bring greater efficiencies to your organization.During the webcast, a Visa expert will walk you through VCR’s two new business process workflows: “allocation” for fraud and authorization issues and “collaboration” for consumer disputes and processing errors, as well as the response timelines and processing considerations for each.

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Visa Claims Resolution (VCR) Dispute Rules:  Authorization Disputes – Category 11

Visa Claims Resolution (VCR) Dispute Rules: Authorization Disputes – Category 11

Get up to speed on the latest Visa Claims Resolution (VCR) Authorization-related dispute rules. This online course focuses on the specific reason codes (70, 71, and 72) that map to the newly defined VCR 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 Visa Claims Resolution (VCR) Dispute Rules.

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

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Visa Claims Resolution (VCR) Dispute Rules: Consumer Disputes – Category 13

Visa Claims Resolution (VCR) Dispute Rules: Consumer Disputes – Category 13

Learn how to successfully resolve consumer disputes. This online course focuses on the reason codes (30, 41, 85, and 90) that map to the newly defined Visa Claims Resolution (VCR) Consumer Disputes Category 13 conditions. The course explains the rules and processing requirements for each VCR Consumer Disputes condition. This course is included in the bundled online series called Visa Claims Resolution (VCR) Dispute Rules.

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

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Visa Claims Resolution (VCR) Dispute Rules: Dispute Resolution Overview

Visa Claims Resolution (VCR) Dispute Rules: Dispute Resolution Overview

Learn the fundamentals of Visa Claims Resolution (VCR) dispute resolution. This online course provides a high-level introduction to Visa and its transaction processing cycle. It also covers the who, what, why, when, and how of VCR dispute processing, including typical cardholder dispute problems, merchant management, types of questions to ask to better understand a dispute, and the new VCR dispute processing flow and key timeframes. This course is included in the bundled online series called Visa Claims Resolution (VCR) Dispute Rules.

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

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Visa Claims Resolution (VCR) Dispute Rules: Fraud Disputes – Category 10

Visa Claims Resolution (VCR) Dispute Rules: Fraud Disputes – Category 10

Become a pro at resolving Visa Claims Resolution (VCR) fraud-related disputes. This online course focuses on the specific reason codes (62, 81, 83, and 93) that map to the newly defined VCR 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 Visa Claims Resolution (VCR) Dispute Rules.

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

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Visa Claims Resolution (VCR) Dispute Rules: Pre-Arbitration, Arbitration, and Compliance

Visa Claims Resolution (VCR) 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 Visa Claims Resolution (VCR) Dispute Rules.

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

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Visa Claims Resolution (VCR) Dispute Rules: Processing Errors Disputes – Category 12

Visa Claims Resolution (VCR) Dispute Rules: Processing Errors Disputes – Category 12

Learn what to do when a Visa Claims Resolution (VCR) processing error dispute comes your way. This online course covers specific reason codes (74, 76, 80, 82 and 86) that map to the newly defined VCR 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 VCR Processing Errors condition. This course is included in the bundled online series called Visa Claims Resolution (VCR) Dispute Rules.

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

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Visa Claims Resolution: Visa Resolve Online (VROL) User Interface

Visa Claims Resolution: Visa Resolve Online (VROL) User Interface

What can you expect from Visa Resolve Online (VROL) once Visa Claims Resolution is in effect? This online course will walk you through a detailed review of the new VROL screens. You will learn about the new dispute process for both issuing and acquiring for all allocation and collaboration dispute categories (Fraud, Authorization, Consumer, and Processing Errors)

1 course, 2-hours total, 6 month unlimited access after purchase

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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