Visa Claims Resolution (VCR) Dispute Rules: Consumer Disputes – Category 13
Learn how to successfully resolve consumer disputes. 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. 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
13.1 – Merchandise/Services Not Received describes the VCR rules and processing timeframes that issuers and acquirers must adhere to when a merchant was either unwilling or unable to provide services, a cardholder or authorized person did not receive ordered merchandise at the agreed-upon location or by the agreed-upon date.
13.2 – Cancelled Recurring covers theVCR rules and processing timeframes that issuers and acquirers must adhere to when handling a dispute that involves a cardholder who withdrew permission to charge the account for a recurring transaction, or an acquirer or merchant that received notice that cardholder’s account was closed before the transaction was processed.
13.3 – Not as Described or Defective Merchandise or Service explains the VCR rules and processing timeframes that issuers must follow when a dispute involves a cardholder who received damaged or defective merchandise, or the merchandise or service did not match the transaction receipt description or other documentation at time of purchase, or when the quality of the merchandise or services is unsuitable. Acquirer dispute response requirements and processing timeframes are also included.
13.4 – Counterfeit Merchandise identifies the VCR rules and processing timeframes that come into play when initiating disputes that involve merchandise that has been identified as counterfeit. It also reviews dispute response requirements that acquirers must follow when there is evidence that merchandise was not counterfeit.
13.5 – Misrepresentation discusses the VCR rules and processing timeframes that issuers and acquirers must adhere to when a cardholder claims the merchant misrepresented the sale terms.
13.6 – Credit Not Processed walks through the VCR rules and processing timeframes that issuers must apply when initiating a dispute that involves a credit transaction receipt that was not processed, or a cardholder who has evidence of a voided transaction.
13.7 – Cancelled Merchandise/Services highlights the VCR rules and processing timeframes that issuers and acquirers must follow when a merchant did not process a credit, as required, for merchandise that was returned or services cancelled a cancelled timeshare, or a guaranteed reservation that was properly cancelled.
13.8 – Original Credit Transaction Not Accepted clarifies the VCR rules and processing timeframes that issuers must follow when initiating a dispute that involves an original credit transaction that was not accepted because the recipient refused the original credit transaction or when there are applicable laws and regulations that prohibit original credit transactions. Acquirer dispute response requirements and processing timeframes are also covered.
13.9 – Non-Receipt of Cash or Load Transaction Value describes the VCR rules and processing timeframes that issuers and acquirers must adhere to when a cardholder has participated in a transaction and did not receive or received only a portion of cash or load transaction value.
Who Should View
Dispute Resolution Managers and Dispute Analysts