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How to introduce payment resolution

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Hi, and welcome to Introduction to Payment Dispute Resolution. In this course, we are going to cover what are payment disputes, what can originate them, as well as how to actually solve them. We are going to split this course into a couple of main modules. The first is Alternative Dispute Resolution, or ADR. What are the approaches to ADR, as well as the pros and cons of each. Then, well cover the ODR framework, or Online Dispute Resolution framework. Its context, its principles, as well as some implementations. Then, well cover what happens in merchant banking - what is the flow for a payment dispute, involving a cardholder, and a merchant. And, finally, well touch on an exhaustive list of the chargeback reason codes. These are the codes that are usually involved in a dispute, in a chargeback process, and they indicate what is the very specific situation that must be addressed. As well as some tips for both banks and merchants! I would suggest that you take a

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Got questions?

Below are some common questions from our customers that may provide you with the answer you're looking for. If you can't find an answer to your question, please don't hesitate to reach out to us.

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How do you handle payment disputes?

File a report on a disputed purchase within 60 days of the statement date on which the charge appeared. Before you officially report your issue, the law requires you to try to work out the disagreement directly with the merchant. See if the merchant is willing to provide you with a refund or some sort of store credit.

What is the role of a payment scheme?

Its primary role is to manage payment transactions, including operations and clearing. Transactions are managed ing to a set of procedures, rules, and arrangements that allow cardholders to use their cards with third parties (e.g., retailers and service providers).

What is an example of a payment dispute?

Examples of situations in which the cardholder might initiate a dispute include: The goods or services werent delivered. A refund wasnt provided as promised. The purchase was made by someone other than the cardholder.

What is the purpose of the resolution card in cases?

Such a unique reference number will enable the customer to track the status of the dispute/ grievance. In case the dispute/ grievance remains unresolved, even after one month. Then, the customer may contact the respective regulator.

How does RDR work?

Rapid Dispute Resolution (RDR) is a merchant dispute product from Verifi. RDR allows merchants to create rules and set parameters that dictate which disputes theyd like to automatically accept and provide funds back to the cardholder, thereby preventing a chargeback for these transactions at the pre-dispute stage.

How do you handle a payment dispute?

How to quickly resolve any payment disputes Ask for part payment. A common mistake when dealing with payment disputes is trying to resolve the issue first. Dont be afraid to confront the issue. Speak to the right person. Be prepared. Remain professional. Think ahead. Feedback.

What happens when a payment is disputed?

Your card issuer reviews the dispute and will decide if its valid or if you have to pay. If your issuer accepts the dispute, theyll pass it on to the card network, such as Visa, Mastercard, American Express or Discover, and you may receive a temporary account credit.

How do banks handle disputes?

In order to approve or deny a dispute, the issuing bank will scrutinize the cardholders claim. A bank might issue the cardholder a provisional credit while the claim is investigated, even before a chargeback is approved.

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