What You Get
Introduction to chargebacks, disputes, and key definitions
Card payment ecosystem, participant roles, and transaction flow
End-to-end chargeback lifecycle: dispute, representment, pre-arbitration, arbitration
Representment process with compelling evidence and documentation standards
Fraud vs non-fraud disputes, processing errors, and authorization issues
Reason code understanding and consumer dispute handling framework
Network monitoring programs, SLA timelines, and financial impact flow
Tools and reporting strategy with MasterCom and VROL coverage
Industry Tools
MasterCom
Mastercard's dispute processing platform - used by issuers and acquirers for chargeback case management and representment
VROL
Visa Resolve Online - Visa's dispute management tool for tracking, filing, and responding to dispute cases across the network
4 Sessions Curriculum
Session 1
Foundations of Chargebacks & Disputes
Introduction to Chargebacks & Disputes
- What is a Chargeback? History & Purpose
- Dispute vs. Chargeback vs. Refund - Key Differences
- Who are the stakeholders? Cardholder, Merchant, Acquirer, Issuer, Card Network
- Regulatory & Compliance Framework (Visa, Mastercard Rules)
Card Payment Ecosystem
- 4-Party Model: Cardholder → Issuer → Network → Acquirer → Merchant
- Authorization, Clearing & Settlement Flows
- Role of each party in a dispute
Chargeback Lifecycle
- Step-by-step: Dispute Initiation to Final Resolution
- Key Milestones & Decision Points
- Chargeback Stages Overview: CB → Representment → Pre-Arb → Arbitration
Session 2
Dispute Resolution Phases & Fraud Classification
Representment
- What is Representment? When & How Merchants Fight Back
- Acquirer vs. Merchant Responsibilities
- Building a Representment Case
- Common Winning Strategies
Pre-Arbitration & Arbitration
- Pre-Arbitration: Second-Level Review Process
- Network Arbitration: Visa & Mastercard Panels
- Financial Liability & Penalty Exposure
- When to Accept vs. Fight
Fraud vs. Non-Fraud Chargebacks
- True Fraud vs. Friendly Fraud (First-Party Misuse)
- Identifying Fraud Patterns
- Non-Fraud Categories: Authorization, Processing Errors, Consumer Disputes
Session 3
Documentation, Evidence & Industry Tools
Documentation & Evidence Standards
- What Counts as Compelling Evidence?
- Visa Compelling Evidence 3.0 (CE 3.0) Framework
- Mastercard's Evidence Requirements per Reason Code
- Documentation best practices: Transaction receipts, delivery proof, communication logs
Compelling Evidence Examples
- Digital Goods & Service Delivery Evidence
- Physical Goods Evidence (signed POD, tracking)
- AVS / CVV / 3DS Authentication Data
- Case Study: Winning vs. Losing a Representment
Tools & Reporting for Chargebacks
- Introduction to MasterCom (Mastercard Dispute Platform)
- Introduction to VROL - Visa Resolve Online
- How to navigate, submit, and track cases in both tools
- Reporting & Analytics for Dispute Management
Session 4
Reason Codes, SLAs & Network Monitoring Programs
Timeframe & SLA Management
- Chargeback Response Deadlines by Network
- Issuer & Acquirer SLA Obligations
- Impact of Missing Deadlines
- Dispute Aging & Escalation Triggers
Chargeback Reason Codes Deep-Dive
- Visa Reason Code Framework (10.x, 11.x, 12.x, 13.x)
- Mastercard Reason Code Categories (4853, 4863, 4870, etc.)
- Authorization Disputes
- Consumer Disputes & Processing Errors
Financial Impact & Network Monitoring Programs
- P&L Impact of Chargebacks on Merchants & Acquirers
- Visa Chargeback Monitoring Program (VCMP)
- Mastercard Excessive Chargeback Program (ECP)
- Thresholds, Penalties & Remediation Plans
- How to Build a Dispute Reduction Strategy
Ready to Master Chargeback Management?
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