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Disputes & 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
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Visa 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 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
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Mastercard Claims Manager
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?
Real-time dispute processing between Worldpay and Mastercard
- Enables self-service for merchants
- Updating DM Activity File to include Mastercard dispute data
- File layout updates to reflect MCM
- Rules and process changes
- In 2020, pre-arbitrations will replace second chargebacks
- Issuers will send pre-arbs and file arbitration instead of merchant
- Mastercard is encouraging all parties to switch to consolidated reason codes
- In 2020, pre-arbitrations will replace second chargebacks
What is not changing with the Mastercard Dispute Resolution Initiative?
Timeframes for merchants to respond
- 45 days to represent a chargeback
- 30 days to respond to a retrieval request
Dispute Process
- Until 2020, it will remain chargeback/representment/second chargeback/pre-arb/arb.
| New description and reason code | Encompasses these existing reason codes |
| 4808 – Authorization Related | 4807- Warning Bulletin
4808 – Required Auth not Obtained or Declined 4812 – Account Number Not on File |
| 4853 – Cardholder Disputes | 4841 – Cancelled Recurring or Digital Goods Transaction
4853 – Defective/Not as Described 4855 – Goods or Services Not Provided 4859 – Addendum, No Sow or ATM Dispute 4860 – Credit Not Processed |
| 4834 – Point of Interaction Errors | 4831 – Incorrect Transaction Amount
4842 – Late Presentment 4846 – Correct Transaction Currency Code Not Provided 4859 – Addendum, No Show or ATM Dispute |
| Reason Code Number and Name | Changes |
| 4837–No Cardholder Authorization
4840 – Fraudulent Processing of Transactions 4849 – Questionable Merchant Activity 4863 – Cardholder Does Not Recognize 4870 – Chip Liability Shift 4871 – Chip Liability Shift – Lost/Stolen/NRI |
MC will reject first chargebacks with reason code 4840 if initiated after 4/12/19.
MC will reject first chargebacks with reason code 4863 at a date to be determined. |
For more information about how MCM will impact your business, please refer to the following documentation:
| Additional Information | Resources |
| Core Merchant Webinar Recordings | Charts Activity File |
| eCommerce Webinar Recordings | -- |
| Core Merchants Downloadable Resources | Disputes Updates
MasterCom Claims Manager Fees MCM Questionnaire Forms These forms are downloadable |
| eCommerce Merchants Downloadable Resources | MCM Fees U.S.
MCM Fees Canada |
| Core and eCommerce Merchants Downloadable Resources | MCM Process Flows
Mastercard DM FAQs |
Discover
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Discover Disputes are updating to the new dispute process used in iQ effective May 4, 2020. This process includes the new action codes that have been utilized with both Visa and Mastercard, as well as the self-service aspect which has been implemented with Visa and Mastercard.
Below is more information about the upcoming transition:
What is changing with the Discover Dispute Transition?
- Real-time dispute processing between you and Worldpay from FIS
- Updating DM Activity File to include Discover dispute data
- File layout updates to reflect Discover
- Enables self-service for merchant
What is not changing with the Discover Dispute Transition?
- Rules and process changes
- Timeframes for merchants to respond
| Additional Information | Resources |
| Core and Integrated Payments Merchants Downloadable Resources | Discover Dispute Flow |
| Discover DM FAQs |
Disputes webinars
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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.
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.
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.
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.
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.
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.