More changes to chargeback procedures are coming in April 2019 with
Mastercard’s dispute resolution initiative. While the details are still
forthcoming, Mastercard hopes the changes will prevent invalid disputes and
streamline the process from end-to-end. The first phase, already effective in
October, made minor edits to reason codes and cardholder documentation. Phase
two comes this spring and eliminates a few reason codes and adjusts some
timeframes. Compliance is crucial because failure to adhere to Mastercard
dispute rules can result in loss of chargeback rights for your institution.
Fraud and authorization-related claims consistently contribute at least
80% of the disputes reported by cardholders. This webinar will focus primarily
on the claim reason codes related to fraud disputes and explain the specifics of
an issuer’s ability to submit a payment recovery claim.
- What information is needed from the cardholder?
- How is authorization
data used to determine when chargeback rights are available?
- What happens
when funds cannot be recovered from the merchant through a chargeback?
the Mastercard zero liability rule factors into compliance obligations
- Overview of the merchant authorization process
- A simple way to
differentiate fraud chargeback claims from non-fraud claims
for an EMV liability shift claim
- Maximum timeframes for submitting claims
- Complete Mastercard dispute resolution cycle
Diana Kern, AAP, SHAZAM, Inc.