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Mastercard Dispute Resolution for Chargebacks

Apr 07 2:00 PM - Apr 07, 2020 3:30 PM
Apr 07, 2020 2:00 PM - 3:30 PM

Mastering Mastercard chargebacks and exception claims is possible with this information-packed webinar. Become your institution’s “go-to” for these complex dispute resolution rules.

Learning Objectives

  • Analyze the exception-related transaction data in an authorization message
  • Differentiate magnetic stripe, chip, and card-not-present transaction types
  • Identify which documents are needed for the most common exceptions
  • Explain the dispute resolution cycle and timeframes
  • Distinguish fraud-related from non-fraud-related cardholder claims
  • Name the chargeback reason codes used most often

Mastercard dispute resolution rules are complex. The ability to recover funds from a merchant will vary based on the authorization’s transaction data. Failure to adhere to the rules and time limits can result in a loss of chargeback rights for your financial institution, and potential financial loss for you or your cardholder. What information do you need from the cardholder? How do you determine when chargeback rights are available? What happens when you cannot recover funds from the merchant through a chargeback? Learn how compliance is the key.



Diana Kern, AAP, SHAZAM, Inc.

Diana Kern began her career with SHAZAM in 1995. Her broad experience helps her comprehend a financial institution’s inner workings, apply her vast knowledge of the payments industry, and train payment participants on products and services, including ATMs, ATM cards, nationally-branded debit cards, and ACH services. Diana helps clients navigate the ever-changing world of EFT services by providing a detail-oriented focus when explaining individual concepts and specifics. She earned the Accredited ACH Professional (AAP) designation in 1998.




Live and recorded webinar, handouts, quiz with answer key and training log are included.

Additional Info

Event Type


Topics Covered

  • Live Webinars
  • Operations
  • Compliance