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Disputes and Chargebacks

 

 

Worldpay is dedicated to providing you with up-to-date, comprehensive information regarding changes that impact you and your business. Click on the card brands below for important disputes and chargebacks information.

  • Visa

    Visa recently introduced the Visa Claims Resolution (VCR) initiative, a new streamlined dispute process. Mastercard is expected to announce similar changes in 2019. This page is your one-stop resource for information regarding the new dispute and chargeback processes.

    Visa Claims Resolution (VCR) Overview

    Visa Claims Resolution (VCR) is Visa’s new dispute (chargeback) program. The primary objective of VCR is to streamline the dispute process while migrating from a litigation-based dispute model to a liability assignment model. In addition, the process will proactively eliminate invalid disputes by leveraging existing data where possible. VCR will provide enhanced dispute rules that reduce timeframes and offer a faster end-to-end cycle time for resolution.

    Effective April 14, 2018 every merchant, acquirer and issuer worldwide that processes through the Visa network will be required to implement the new VCR program rules.

    What’s changing with VCR?

    • Visa has consolidated the 22 legacy reason codes into four dispute categories:
      • 10 – Fraud
      • 11 - Authorization
      • 12 - Processing Errors
      • 13 - Consumer Disputes
    • The four dispute categories are grouped into two distinct processes:
      • Allocation (10 and 11)
      • Collaboration (12 and 13)
    • Visa has shortened the end-to-end cycle for dispute resolution to 30 days.
    • No provisional credit will be given for the Allocation dispute process when a dispute is challenged.
    • Invalid disputes will be blocked when processed through the new set of business rules.
    • Chargeback processes and systems will be updated to reflect the new reason codes and case statuses effective April 14, 2018.

    For more information about how VCR will impact your business, please refer to the following documentation:

    Core, Terminal and Integrated Payments Merchants
    Webinar recordings
    eCommerce Merchants
    Webinar recordings
    Charts Activity File Overview
    Questionnaire Questionnaire
    VCR Core Training: (slides) VCR eComm Training (slides)
       
    Core, Terminal and Integrated Payments Merchants
    Downloadable resources
    eCommerce Merchants
    Downloadable resources
    VCR Manual VCR Manual
    Chargeback 101 Chargeback 101
    PIN iQ
    Charts (Applicable to Core and IP merchants only) Fees
    iQ Compelling Evidence Decision Tree
    Fees  
    VCR Questions by Code  
    Compelling Evidence Decision Tree  
    Visa Resources
    Visa's Merchant Dispute Guide

     

     

  • Mastercard

     

    Mastercard Claims Manager (Effective April 2019)

    Mastercard announced that the arbitration chargeback and mandated pre-arbitration process changes for dual message disputes will move from April 12, 2019 to April 17, 2020. The schedule for the remaining previously announced changes involving reason code consolidation and API interaction with Mastercard have not changed. The scope adjustment should allow us to process chargebacks on the enhanced system, and address any code and process issues before removing the arbitration chargeback.

    Why is Mastercard changing the Dispute Resolution process?

    • Significant increase in improper/invalid chargebacks and representments
    • Increase in chargebacks under $25 (+15%)
    • Significant increase in non-fraud disputes
    • Chargeback timeframes and processes haven’t changed in more than 20 years
    • To reduce the number of improper compliance cases

    What is changing with the Mastercard Dispute Resolution Initiative?

    • Chargeback reason code consolidation into four categories:
      • Authorization
      • Card Member Disputes
      • Fraud
      • Processing Errors (which Mastercard refers to as Point-of-Interaction Errors)

    • Reduce first chargeback timeframe from 120 days to 90 days for Point-of-Interaction Error disputes (excludes Fraud, Authorization and Cardholder disputes)

    • Reduce pre-compliance and compliance case filing timeframes from 180 days to 90 days

    What are the timeframe changes for Mastercard’s Dispute Rules?

    Timeframes Feature Reason Code Dispute Rule Changes
      4853 Cardholder Disputes Consolidated Family No change, max 120 days
      4808 Authorization-Related Disputes Consolidated Family No change, max 90 days
      Fraud Dispute Reason Codes No change, max 90 days
      4834 Point-of-Interaction Error Disputes Consolidated Family Max 90 days
      All other legacy non-consolidated non-family reason codes No change, max 120 days
    Other Chargeback Cycles Change to 2 cycles
      Pre-Arbitration Requirements Required on Fraud, Cardholder Disputes and possibly some POI Error Disputes

     

    What are the benefits of these changes?

    • Streamline and condense chargeback lifecycle
    • Reduce complexity within the dispute channel and shorten processing time frames
    • Move to a two-cycle chargeback process, consisting of the first chargeback and representment
    • Simplify single and dual message chargeback reason codes

     

  • Disputes webinars

    Worldpay offers our merchants access to upcoming and recorded webinars on all topics related to disputes.

    Merchant Online Training LIVE!

    Introduction to iQ LIVE!

    In this introduction to the iQ system, our iQ trainers will walk new users through the iQ basics including technology requirements, a tour of the Dashboard, and where to go for help. We'll also review how to use the Reconciliation, Disputes, and Reports & Statements tabs. The live training allows users to ask questions through the GoToWebinar tool. Click the link below to view available class dates and times. The list is updated regularly.

    View Classes

    Merchant Disputes 101: The Basics LIVE!

    In the 101 course we define what a chargeback (dispute) is, learn about the different stages and terms, and how to avoid a dispute. We show how to set up alerts, pull reports, and research disputed transactions all using the iQ system. Click the link below to view available class dates and times. The list is updated regularly.

    View Classes

    Merchant Disputes 201: PIN Adjustments & PIN Disputes LIVE!

    After attending the training you will understand what a PIN-Based Transaction is, be able to read the TARR Report, identify a PIN Transaction, initiate a PIN Adjustment, and respond to a PIN Dispute all using iQ.

    Read Report

    On Demand Courses

    These courses can be viewed at any time, day or night, and as many times as you need.

    Introduction to iQ

    Users can view a pre-recorded version of Introduction to iQ by clicking on the link below at any time.

    View Intro

    iQ Administration User

    As an administrator for iQ you have responsibility for setting up additional users, you can also track and unlock users. This slow paced video can be viewed at any time and walks you through each step of the process, including a few short cuts.

    Watch Video

    Statement Retrieval

    If all you need to do is get your monthly statement through iQ, watch this quick video. It’s just over two minutes long and straight to the point.

    Watch Video

    VCR (Visa Claims Resolution)

    In April of 2018, Visa made changes to their dispute process. You can let iQ manage the process or use the Worldpay Dispute Management Website to download questionnaires. This video walks you through the changes including timeframes and shows you how to work a dispute not matter if it’s through iQ or done manually.

    Watch Video

     

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