Privacy Update

We've launched our Privacy Center and updated our Privacy Notice. Find out more >


Understanding Visa Claims Resolution (VCR) Dispute Rules

On 15 April 2018, the enhanced Visa Claims Resolution (VCR) dispute rules and new workflow and processes take effect. This may bring about changes to your business flows, financials, and dispute lifecycle. 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

Pricing Note

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

Course Details:

  • English

Upcoming sessions

Date Location Language Instructor
22 Jul 2018 09:00 Dubai, UAE English Carolyn Sew Enroll now
27 Aug 2018 09:00 Moscow, Russian Federation

Delivered in English with consecutive interpretation to Russian.

Carolyn Sew Enroll now
05 Sep 2018 09:00 Johannesburg, South Africa English Marianna Papp Enroll now
09 Oct 2018 09:00 Manila, Philippines English Carolyn Sew Enroll now
16 Oct 2018 09:00 Milan, Italy English Marianna Papp Enroll now
23 Oct 2018 09:00 Dubai, UAE English Marianna Papp Enroll now
12 Nov 2018 09:00 Riyadh, Saudi Arabia English Carolyn Sew Enroll now
13 Nov 2018 09:00 Madrid, Spain

English with simultaneous interpretation

Marianna Papp Enroll now
27 Nov 2018 09:00 Miami, FL USA English Paulo Fedele Enroll now
03 Dec 2018 09:00 London, United Kingdom English Marianna Papp Enroll now
11 Dec 2018 09:00 Singapore 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