Understanding Visa Disputes (previously 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.

NOTE: While this course 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).

3-day workshop

Key Topics

Day One Topics

  • What is Visa?
  • The Transaction Cycle
  • Managing Cardholders and Merchants
  • Key Terms and Indicator
  • VROL Dispute Questionnaires
  • Managing Cardholders and Merchants
  • Information Gathering
  • SMARTT-Key Fundamentals That Drive Dispute Resolution Success

VCR Enhanced Dispute Process

  • Redefining Disputes Resolution

Fraud & Authorization Disputes

  • Allocation Dispute Processing Flow
  • Fraud Category 10  Overview
  • Conditions 10-1 through 10-5 Rules and Requirements
  • Authorization Category 11 Overview
  • Conditions 11-1 through 11-3 Rules and Requirement

Day Two Topics:

Processing Errors & Consumer Disputes

  • Collaboration Dispute Processing Flow
  • Processing Errors Category 12 Overview
  • Conditions 12.1 through 12.7 Rules and Requirements
  • Consumer Disputes Category 13 Overview
  • Conditions 13.1 through 13.9 Rules and Requirements

Day Three Topics


  • Processing Requirements and Time Limits
  • Best Practices

Arbitration Filing Considerations, Procedures, and Technical Penalties

Compliance Rights and Filing Considerations

Overview of VROL (This is a high-level overview only.  For details on VROL, view this free online series for more details: Handling Disputes with Visa Resolve Online.)

Handling In-Flight Transactions

Who Should Attend

Dispute Resolution Managers and Dispute Analysts

Pricing Note

The price for sessions in London does not include the 20% VAT.

Course Details:

Course Value: Login to view
  • English

Upcoming sessions

Date Location Language Instructor
11 Dec 2019 09:00 London, United Kingdom English Carolyn Sew Enroll now
14 Jan 2020 09:00 Foster City, CA USA English Paulo Fedele,Rogerio Cazelato Enroll now
11 Feb 2020 09:00 Dubai, UAE English Carolyn Sew Enroll now
18 Feb 2020 09:00 Singapore English Carolyn Sew Enroll now
25 Feb 2020 09:00 Shanghai, China English Carolyn Sew Enroll now
10 Mar 2020 09:00 New Delhi, India English Carolyn Sew Enroll now
28 Apr 2020 09:00 Istanbul, Turkey English Carolyn Sew Enroll now
05 May 2020 09:00 Ashburn, VA USA English Visa SME Enroll now
12 May 2020 09:00 Moscow, Russian Federation

Delivered in English with simultaneous translation to Russian.

Carolyn Sew Enroll now
07 Jul 2020 09:00 Frankfurt, Germany English Carolyn Sew Enroll now
18 Aug 2020 09:00 Toronto, Canada English Visa SME Enroll now
15 Sep 2020 09:00 Johannesburg, South Africa English Carolyn Sew Enroll now
28 Sep 2020 09:00 Warsaw, Poland English Carolyn Sew Enroll now

Dispute Resolution

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

- Supervisor, Puerto Rico