Understanding Visa Claims Resolution (VCR) Dispute Rules

The new disputes process launch is just around the corner. Now is the time to start getting ready.  In this three-day course, you will learn how Visa is re-defining dispute resolution. You will get an overview of how the new process will reduce 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 mapping of today’s chargeback reason codes into four new 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

Price does not include VAT (applicable to sessions held in London)

Course Details:

  • English

Upcoming sessions

Date Location Language Instructor
26 Feb 2018 09:00 Seoul, South Korea

Simultaneous interpretation in Korean

Carolyn Sew Enroll now
19 Mar 2018 09:00 Beijing, China

Simultaneous interpretation in Mandarin

Carolyn Sew Enroll now
04 Apr 2018 09:00 Istanbul, Turkey English Marianna Papp Enroll now
10 Apr 2018 09:00 Jakarta, Indonesia English Carolyn Sew Enroll now
11 Apr 2018 09:00 Casablanca, Morocco

Simultaneous Interpretation to French

Marianna Papp Enroll now
04 Jul 2018 09:00 London, United Kingdom English Marianna Papp Enroll now
11 Sep 2018 09:00 London, United Kingdom English Marianna Papp 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