Education & Events

Debit Card Chargebacks: Understanding Visa Claims Resolution

Feb 28, 2019
Program Overview: 

Thursday, February 28, 2019, 3:00 - 4:30 pm

Prior to rolling out Visa Claims Resolution (VCR) in April 2018, Visa® promoted it as a simpler, more streamlined exception process.  VCR rules and requirements include new timeframes, all new reason codes, and minor documentation requirement changes.  With the new VCR process, the claim reasons are divided into two categories: allocation and collaboration.  Fraud- and authorization-related claims comprise the allocation group and consistently account for at least 80% of the disputes reported by cardholders.  This webinar will focus on the claim reason codes in the allocation group and an issuer’s ability to submit a claim for payment recovery.  Compliance is critical because failure to adhere to Visa claim rules will lead to a loss of chargeback rights for your institution.



  • Overview of merchant authorization process
  • Required documentation from the cardholder
  • Simple way to differentiate fraud and non-fraud chargeback claims
  • Specific requirements for an EMV liability shift claim
  • Maximum timeframes for submitting claims requests
  • How to use authorization data to determine when chargeback rights are available
  • What happens when you cannot recover funds from the merchant through a chargeback?
  • How Visa provisional credit and zero liability rules factor into compliance obligations
  • Complete Visa Claims Resolution cycle


    • Sample cardholder dispute form
    • Quick reference comparison of Regulation E and Visa rules
    • Online location of publicly available Visa rules
    • Reference websites
    • Employee training log
    • Quiz to measure staff learning and a separate answer key


Diana Kern joined SHAZAM in 1995, bringing with her five years of retail banking experience.  She trains new and existing SHAZAM participants on products that include ATMs, ATM cards, MasterCard and Visa debit cards, and merchant services.  Diana also acts as an ACH expert for SHAZAM, and in 1998 earned the Accredited ACH Professional (AAP) certification.  Additionally, she is a member of the Iowa chapter of the American Society for Training & Development (ASTD).  Her detail-oriented focus helps explain concepts and specifics and her experience allows her to relate to and understand financial institutions’ inner workings.  She leads more than 100 training sessions throughout the year. 




This informative session is designed for the frontline, EFT operations staff, and their managers at financial institutions that issue Visa debit cards.













Live Webinar
    $255.00 Single Location
    $150.00 Each Additional Location

Recorded Webinar & Free Digital Download

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

Additional Information: 


Debit Card Chargebacks: Understanding Mastercard Dispute Resolution
Wednesday, March 13, 2019

Association Contact: 

If you have any questions or need additional information, please contact Marcy Borden at 317-387-9380 or

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

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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