visa claims resolution (vcr) traininginfo.vantiv.com/rs/048-bur-972/images/vcr-ecom-training... ·...
TRANSCRIPT
![Page 1: Visa Claims Resolution (VCR) Traininginfo.vantiv.com/rs/048-BUR-972/images/vcr-ecom-training... · 2018. 3. 21. · Codes Fraud Authorizatio. 10 11. n. Allocation (~80% of claims)](https://reader035.vdocuments.net/reader035/viewer/2022071610/6149a2d012c9616cbc68e3b6/html5/thumbnails/1.jpg)
© 2018 Vantiv, LLC. All rights reserved.
Visa Claims Resolution (VCR) Training Alex Teng
Product Manager, iQ for eCommerce
![Page 2: Visa Claims Resolution (VCR) Traininginfo.vantiv.com/rs/048-BUR-972/images/vcr-ecom-training... · 2018. 3. 21. · Codes Fraud Authorizatio. 10 11. n. Allocation (~80% of claims)](https://reader035.vdocuments.net/reader035/viewer/2022071610/6149a2d012c9616cbc68e3b6/html5/thumbnails/2.jpg)
2 4/13/2018 © 2018 Vantiv, LLC. All rights reserved.
Training Topics • Cycles • Questionnaires: First Chargeback
• Response Reason Codes • Examples of each Response Reason
Code • Questionnaire: Pre-Arbitration • Questionnaire: Arbitration • Questionnaire: Issuer Declined Pre-Arb
![Page 3: Visa Claims Resolution (VCR) Traininginfo.vantiv.com/rs/048-BUR-972/images/vcr-ecom-training... · 2018. 3. 21. · Codes Fraud Authorizatio. 10 11. n. Allocation (~80% of claims)](https://reader035.vdocuments.net/reader035/viewer/2022071610/6149a2d012c9616cbc68e3b6/html5/thumbnails/3.jpg)
3 4/13/2018 © 2018 Vantiv, LLC. All rights reserved.
Cycles: Collaboration • First Chargeback • Pre-Arbitration • Arbitration
![Page 4: Visa Claims Resolution (VCR) Traininginfo.vantiv.com/rs/048-BUR-972/images/vcr-ecom-training... · 2018. 3. 21. · Codes Fraud Authorizatio. 10 11. n. Allocation (~80% of claims)](https://reader035.vdocuments.net/reader035/viewer/2022071610/6149a2d012c9616cbc68e3b6/html5/thumbnails/4.jpg)
4 4/13/2018 © 2018 Vantiv, LLC. All rights reserved.
Cycles: Allocation • First Chargeback • Issuer Decline Pre-Arbitration
![Page 5: Visa Claims Resolution (VCR) Traininginfo.vantiv.com/rs/048-BUR-972/images/vcr-ecom-training... · 2018. 3. 21. · Codes Fraud Authorizatio. 10 11. n. Allocation (~80% of claims)](https://reader035.vdocuments.net/reader035/viewer/2022071610/6149a2d012c9616cbc68e3b6/html5/thumbnails/5.jpg)
5 4/13/2018 © 2018 Vantiv, LLC. All rights reserved.
Reason Code Consolidation
22 Dispute Codes
Fraud
10
Authorization
11
Allocation (~80% of claims)
Processing Errors
12
Consumer Disputes
13
Collaboration (~20% of claims)
Reason codes will be consolidated into 4 major dispute categories to simplify the process. This will require development and logic for new categories (condition codes used for granular reporting) Examples: Legacy Reason Code: 0083 VCR Condition Code: 10.3
4 Dispute Categories
What does VCR mean to me and my work?
![Page 6: Visa Claims Resolution (VCR) Traininginfo.vantiv.com/rs/048-BUR-972/images/vcr-ecom-training... · 2018. 3. 21. · Codes Fraud Authorizatio. 10 11. n. Allocation (~80% of claims)](https://reader035.vdocuments.net/reader035/viewer/2022071610/6149a2d012c9616cbc68e3b6/html5/thumbnails/6.jpg)
6 4/13/2018 © 2018 Vantiv, LLC. All rights reserved.
First Chargeback: Response Reason Codes
Whether you’re requesting a pre-arbitration (allocation) or a dispute response (collaboration), you must select one of 5 reasons to explain why you’re not accepting the dispute. Those reasons are:
1. Cardholder no longer disputes 2. Credit processed 3. Invalid dispute 4. Proof of manual imprint
• Available only on reason code 10.3-Fraud, Card Present Environment
5. Compelling evidence • Available on reason codes 10.4-Fraud, Card Not Present Environment and 13.1-Merchandise/Services Not Received
Response reason code + Dispute reason code Questions that will be asked
![Page 7: Visa Claims Resolution (VCR) Traininginfo.vantiv.com/rs/048-BUR-972/images/vcr-ecom-training... · 2018. 3. 21. · Codes Fraud Authorizatio. 10 11. n. Allocation (~80% of claims)](https://reader035.vdocuments.net/reader035/viewer/2022071610/6149a2d012c9616cbc68e3b6/html5/thumbnails/7.jpg)
7 4/13/2018 © 2018 Vantiv, LLC. All rights reserved.
Reason #1: Cardholder No Longer Disputes
Required: • Email or letter from
cardholder saying they are dropping the dispute
![Page 8: Visa Claims Resolution (VCR) Traininginfo.vantiv.com/rs/048-BUR-972/images/vcr-ecom-training... · 2018. 3. 21. · Codes Fraud Authorizatio. 10 11. n. Allocation (~80% of claims)](https://reader035.vdocuments.net/reader035/viewer/2022071610/6149a2d012c9616cbc68e3b6/html5/thumbnails/8.jpg)
8 4/13/2018 © 2018 Vantiv, LLC. All rights reserved.
Reason #2: Credit Processed
Required data: • Date credit was
processed • Amount of credit • 23-digit (ARN) of credit • Explanation and/or
documentation
![Page 9: Visa Claims Resolution (VCR) Traininginfo.vantiv.com/rs/048-BUR-972/images/vcr-ecom-training... · 2018. 3. 21. · Codes Fraud Authorizatio. 10 11. n. Allocation (~80% of claims)](https://reader035.vdocuments.net/reader035/viewer/2022071610/6149a2d012c9616cbc68e3b6/html5/thumbnails/9.jpg)
9 4/13/2018 © 2018 Vantiv, LLC. All rights reserved.
Reason #3: Invalid Dispute – Processing Error (12) or Consumer Dispute (13)
Required: • Select a reason from the
drop-down list. Notice that the drop-down list reasons will change based on dispute reason code. Illustration is from 13.6-Credit Not Processed.
• Documentation may be required.
![Page 10: Visa Claims Resolution (VCR) Traininginfo.vantiv.com/rs/048-BUR-972/images/vcr-ecom-training... · 2018. 3. 21. · Codes Fraud Authorizatio. 10 11. n. Allocation (~80% of claims)](https://reader035.vdocuments.net/reader035/viewer/2022071610/6149a2d012c9616cbc68e3b6/html5/thumbnails/10.jpg)
10 4/13/2018 © 2018 Vantiv, LLC. All rights reserved.
Reason #3: Invalid Dispute – Fraud (10) or Authorization (11)
Required: • Note there is no “Dispute
is invalid because” drop-down list when the dispute is fraud or authorization-related.
• You will need to explain why the dispute is invalid.
• Documentation may be required.
![Page 11: Visa Claims Resolution (VCR) Traininginfo.vantiv.com/rs/048-BUR-972/images/vcr-ecom-training... · 2018. 3. 21. · Codes Fraud Authorizatio. 10 11. n. Allocation (~80% of claims)](https://reader035.vdocuments.net/reader035/viewer/2022071610/6149a2d012c9616cbc68e3b6/html5/thumbnails/11.jpg)
11 4/13/2018 © 2018 Vantiv, LLC. All rights reserved.
Reason #4: Manual Imprint
Required: • Copy of card imprint on
sales receipt • Data to link the card
imprint to the sale
![Page 12: Visa Claims Resolution (VCR) Traininginfo.vantiv.com/rs/048-BUR-972/images/vcr-ecom-training... · 2018. 3. 21. · Codes Fraud Authorizatio. 10 11. n. Allocation (~80% of claims)](https://reader035.vdocuments.net/reader035/viewer/2022071610/6149a2d012c9616cbc68e3b6/html5/thumbnails/12.jpg)
12 4/13/2018 © 2018 Vantiv, LLC. All rights reserved.
Reason #5: Compelling Evidence
• Compelling Evidence may be used only on two reason codes:
• 10.4-Fraud, Card Not Present Environment • 13.1-Merchandise/Services Not Received
• Compelling Evidence Type
![Page 13: Visa Claims Resolution (VCR) Traininginfo.vantiv.com/rs/048-BUR-972/images/vcr-ecom-training... · 2018. 3. 21. · Codes Fraud Authorizatio. 10 11. n. Allocation (~80% of claims)](https://reader035.vdocuments.net/reader035/viewer/2022071610/6149a2d012c9616cbc68e3b6/html5/thumbnails/13.jpg)
13 4/13/2018 © 2018 Vantiv, LLC. All rights reserved.
Reason #5: Compelling Evidence (Continued)
![Page 14: Visa Claims Resolution (VCR) Traininginfo.vantiv.com/rs/048-BUR-972/images/vcr-ecom-training... · 2018. 3. 21. · Codes Fraud Authorizatio. 10 11. n. Allocation (~80% of claims)](https://reader035.vdocuments.net/reader035/viewer/2022071610/6149a2d012c9616cbc68e3b6/html5/thumbnails/14.jpg)
14 4/13/2018 © 2018 Vantiv, LLC. All rights reserved.
Reason #5: Compelling Evidence (Continued)
The Compelling Evidence Types listed below have subsequent questions. The other types do not. • AVS or Y or M and proof of delivery (date and time) • Digital goods download with time and data
![Page 15: Visa Claims Resolution (VCR) Traininginfo.vantiv.com/rs/048-BUR-972/images/vcr-ecom-training... · 2018. 3. 21. · Codes Fraud Authorizatio. 10 11. n. Allocation (~80% of claims)](https://reader035.vdocuments.net/reader035/viewer/2022071610/6149a2d012c9616cbc68e3b6/html5/thumbnails/15.jpg)
15 4/13/2018 © 2018 Vantiv, LLC. All rights reserved.
AVS or Y or M and proof of delivery (date and time)
![Page 16: Visa Claims Resolution (VCR) Traininginfo.vantiv.com/rs/048-BUR-972/images/vcr-ecom-training... · 2018. 3. 21. · Codes Fraud Authorizatio. 10 11. n. Allocation (~80% of claims)](https://reader035.vdocuments.net/reader035/viewer/2022071610/6149a2d012c9616cbc68e3b6/html5/thumbnails/16.jpg)
16 4/13/2018 © 2018 Vantiv, LLC. All rights reserved.
Digital goods download with time and date
![Page 17: Visa Claims Resolution (VCR) Traininginfo.vantiv.com/rs/048-BUR-972/images/vcr-ecom-training... · 2018. 3. 21. · Codes Fraud Authorizatio. 10 11. n. Allocation (~80% of claims)](https://reader035.vdocuments.net/reader035/viewer/2022071610/6149a2d012c9616cbc68e3b6/html5/thumbnails/17.jpg)
17 4/13/2018 © 2018 Vantiv, LLC. All rights reserved.
Collaboration: Pre-Arbitration Response
![Page 18: Visa Claims Resolution (VCR) Traininginfo.vantiv.com/rs/048-BUR-972/images/vcr-ecom-training... · 2018. 3. 21. · Codes Fraud Authorizatio. 10 11. n. Allocation (~80% of claims)](https://reader035.vdocuments.net/reader035/viewer/2022071610/6149a2d012c9616cbc68e3b6/html5/thumbnails/18.jpg)
18 4/13/2018 © 2018 Vantiv, LLC. All rights reserved.
Allocation: Create Arbitration
![Page 19: Visa Claims Resolution (VCR) Traininginfo.vantiv.com/rs/048-BUR-972/images/vcr-ecom-training... · 2018. 3. 21. · Codes Fraud Authorizatio. 10 11. n. Allocation (~80% of claims)](https://reader035.vdocuments.net/reader035/viewer/2022071610/6149a2d012c9616cbc68e3b6/html5/thumbnails/19.jpg)
19 4/13/2018 © 2018 Vantiv, LLC. All rights reserved.
Questions?