Education & Events

Debit Card Chargebacks: Understanding Mastercard Dispute Resolution

Date: 
Mar 13, 2019
Program Overview: 

Wednesday, March 13, 2019, 3:00 - 4:30 pm

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. 

Topics: 
  • 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?
  • How 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
  • Requirements for an EMV liability shift claim
  • Maximum timeframes for submitting claims requests
  • Complete Mastercard dispute resolution cycle

 

  • TAKE-AWAY TOOLKIT
    • Sample cardholder dispute form
    • Quick-reference comparison of Regulation E and Mastercard rules
    • Link to publicly available Mastercard rules
    • Reference websites
    • Employee training log
    • Quiz to measure staff learning and a separate answer key
    Speaker: 

    ABOUT THE PRESENTER – 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.

    Agenda: 

    WHO SHOULD ATTEND 

    This informative session is designed for frontline staff, supervisors, service representatives, and business development personnel.

     

     

     

     

     

     

     

     

     

     

     

    Fees: 

    MEMBER

    Live Webinar
        $255.00 Single Location
        $150.00 Each Additional Location

    Recorded Webinar & Free Digital Download
        $255.00

    Premiere Package (Live & Recorded Webinar with Free Digital Download)
        $375.00

    Association Contact: 

    If you have any questions or need additional information, please contact Marcy Borden at 317-387-9380 or mborden@indianabankers.org

    Cancellation Policy: 

    Within three or more business days prior to the day of an educational program, no cancellation charge will be assessed. If your bank is unable to participate after registering, you can select to purchase the on-demand presentation.

    Webinar Options: 

    1.  Live Webinar
    The LIVE WEBINAR option allows you to have one telephone connection for the audio portion and one Internet connection (from a single computer terminal) to view online visuals as the presentation is delivered.  You may have as many people as you like listen from your office speaker phone. Registrants receive a toll-free number & pass code that will allow entrance to the seminar. Seminar materials, including instructions, pin number, and handouts will be emailed to you prior to the broadcast.  You will need the most current version of Adobe Reader available free at www.adobe.com.

    2.  Recorded Webinar & Free Digital Download
    Can’t attend the live webinar?  The recorded webinar & Free Digital web link is a recording of the live event, including audio, visuals, & handouts. We even provide the presenter’s email address so you may ask follow-up questions.  Approximately one week prior to the webinar, you will receive an email with the web link.  This web link can be viewed anytime 24/7, beginning 6 business days after the webinar and will expire 6 months after the live program date.  

    LIMITED AVAILABILITY:  The Recorded Webinar & Free Digital Download web link may ONLY be ordered for 6 months following the webinar.

    3.  Both Live Webinar & Recorded Webinar & Free Digital Download
    Includes options 1 and 2 above

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