Summary
This guide outlines the dispute management process, focusing on chargebacks and how to protect against fraud. It begins by defining key terms such as 'dispute' and 'chargeback', explaining the differences between them. The document details the chargeback process for both Mastercard and Visa, highlighting the unique workflows and timelines associated with each. For Mastercard, the guide describes the stages from first presentment to arbitration, emphasizing the importance of adhering to strict deadlines. The Visa dispute process is explained through three workflows: Allocation, Collaboration, and Rapid Dispute Resolution, each with specific steps and timelines. Additionally, the guide addresses common reasons for disputes, such as fraud, authorization errors, and product issues, and provides recommendations for merchants on how to reduce disputes. The document also includes appendices that list dispute reason codes and compelling evidence requirements, ensuring that merchants are well-informed about the processes involved in managing disputes effectively.
