Visa Claims Resolution (VCR) Initiative, April 2018

February 2018 – Update


On April 14, 2018, Visa will implement a simplified dispute process called Visa Claims Resolution (VCR). 

February 7 – Update:

Designed to reduce resolution times, VCR will proactively eliminate invalid disputes and responses, apply automated liability assignment and provide a more efficient process with simplified rules and user guided workflows.

To support Visa’s changes, Vantiv, now Worldpay has been diligently working to analyze the changes and define a plan that ensures minimal impact to all merchant processes.

So what can you expect with VCR?

  • Revised dispute documentation and aids
    • DRAFT Chargeback API Guide and Chargeback Processing Guide (early Feb)
  • iQ dispute management maintains the same user-friendliness with following improvements
    • Enhanced user experience to match new capabilities offered by Visa
    • Additional transaction details that includes issuer documentation
    • Dispute response and questionnaire that prompts more frequent case status updates than today
    • Extended dispute cycle self-service into pre-arbitration and arbitration cycles

Here’s what is coming: 





January 2018


Communication: Update on what to expect for VCR & Questionnaire Webinar Registration


February 2018


Webinar: Visa Claims Resolution (VCR) Questionnaire


February 2018


Communication: CHARTS activity file final specs & sample file


March 2018


Communication & Training: VCR is fast approaching


Early April 2018


Communication: Visa Claims Resolution (VCR) going live


April 14, 2018


Deploy VCR in Production


Late April 2018


Communication & Training: Visa Claims Resolution (VCR) is live



2017 Update:

As we announced earlier this year, Visa will be implementing a new chargeback process known as Visa Claims Resolution (VCR). Visa disputes will follow the new process starting April 14, 2018. Under the initiative, Visa aims to streamline the processing of disputes, expediting resolutions and eliminating invalid disputes.

Vantiv has been aggressively working towards readiness for this implementation date by:

  • Enhancing systems to accommodate the new allocation and collaboration workflows.
  • Developing new processes for the Questionnaire that must be completed when responding to a dispute.
  • Updating chargeback activity files to support new reason codes and action codes.
  • To facilitate these changes and ensure you make the necessary procedural changes to your dispute resolution process, we will be engaging with you monthly and we will be offering many training opportunities.


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