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

NOTE: While this online series will provide a high-level overview of Visa Resolve Online (VROL), it will not cover details such as user interface or technical information about VROL. Back-office personnel that use VROL to handle disputes should instead view the free, 15-course online series called Handling Disputes with Visa Resolve Online (delivered in English).

The 6 courses in this series:  

VCR Dispute Resolution Overview: 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.

VCR Dispute Rules: Fraud Disputes – Category 10: 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.

VCR: Authorization Disputes – Category 11This 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. 

VCR: Processing Errors Disputes–Category 12: 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.

VCR: Consumer Disputes–Category 13: This online course covers specific reason codes (74, 76, 80, 82 and 86) that map to the newly defined VCR Consumer Disputes Category 13 conditions. The course is intended to help issuer and acquirer staff understand the different types of VCR rules and requirements that apply when handling consumer disputes that are related to merchandise, services, and/or credit-related issues.   Examples are used throughout the course to help illustrate specific circumstances.

VCR: Pre-Arbitration, Arbitration, and Compliance: This online course expands on the specific circumstances under which Arbitration is available to an issuer or acquirer after all dispute resolution actions have been completed. The course also walks-through the Arbitration process including pre-Arbitration, and discusses best practices for proper Arbitration management. In addition, this course explains how Visa’s legal 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 as a direct result of the violation. Compliance initiation steps, filing procedures and timeframes, and common compliance violations are also cited.

Course Details:

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  • English
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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