Visa (VCR) Disputes Process Changes

Transcription

1 Visa (R) Disputes Process Changes - CHARTS CHAIN Activity Files

2 Visa Disputes Resolution (R) Dispute Process Changes Agenda Allocation & Collaboration Allocation Process Flow Collaboration Process Flow New Disputes Management (DM) R Chain Activity File 2

3 Allocation and Collaboration Allocation For most fraud and authorization disputes, VROL (Visa Resolve Online) will determine an initial liability assignment in real-time for issuers. Acquirers and merchants will have the ability to respond under certain conditions (e.g., compelling evidence, invalid dispute, credit issued, evidence of a manual imprint, and cardholder no longer disputes). Collaboration While most disputes will fall under the category of allocation, a subset will still require interaction between merchants, acquirers, and issuers. Through a concept called collaboration, R will reduce the timeframes and simplify this communication through the use of questionnaires with standardized questions. 3

4 Visa Disputes Allocation Process Flow 4

5 Visa Disputes Collaboration Process Flow 5

6 Visa Disputes CHAIN Activity File Changes (April 14, 2018) Single transmission which includes 2 files; current CHARTS as is and the New Disputes Management (DM) for R New DM Activity File Header (MANDATORY) File Origin: Vantiv Disputes Management System Version Number: 2.0 New DM Control Header (MANDATORY) Immediate Origin: VNTV Requested Selection Criteria: Chain, National or SuperChain Requested Selection Name: Company Name 6

7 Visa Disputes CHAIN Activity File Changes (April 14, 2018) New DM DETAIL DRAFT RETRIEVAL/CHARGEBACK RECORD (OPTIONAL) SEGMENT #1 Sort Institution ID: VNTV New Adjustment Types: DRFT = Credit Card Retrieval Request PNOT = Chargeback Pre-Notification CHBK = Chargeback Action Item PARB = Pre-Arbitration Item ARBT = Arbitration Item COMP = Pre-Compliance or Compliance FEE = Fee record Reserved: Removed Draft Action Code, Draft Action Code Date & Document Indicator There are new action codes; RRSP Retrieval Request (DRFT) has been fulfilled (current positions will become space filled) Added new data values Action codes Adjustment Reason Codes 7

8 Visa Disputes CHAIN Activity File Changes (April 14, 2018) New DM DETAIL DRAFT RETRIEVAL/CHARGEBACK RECORD (OPTIONAL) SEGMENT # 2 Sort Institution ID: VNTV New Adjustment Types: DRFT = Credit Card Retrieval Request PNOT = Chargeback Pre-Notification CHBK = Chargeback Action Item PARB = Pre-Arbitration Item ARBT = Arbitration Item COMP = Pre-Compliance or Compliance FEE = Fee record User Note: consolidated User Data Fields #1-4 into 1 row (40 characters) 8

9 Visa Disputes CHAIN Activity File Changes (April 14, 2018) New DM DETAIL DRAFT RETRIEVAL/CHARGEBACK RECORD (OPTIONAL) SEGMENT # 3 & 4 Sort Institution ID: VNTV New Adjustment Types: DRFT = Credit Card Retrieval Request PNOT = Chargeback Pre-Notification CHBK = Chargeback Action Item PARB = Pre-Arbitration Item ARBT = Arbitration Item COMP = Pre-Compliance or Compliance FEE = Fee record Merchant Research Comments Line: Merchant or Acquirer Notes 9

10 Visa Disputes CHAIN Activity File Changes (April 14, 2018) New DM DETAIL DRAFT RETRIEVAL/CHARGEBACK RECORD (OPTIONAL) SEGMENT # 5 Discretionary Data New Adjustment Types: DRFT = Credit Card Retrieval Request PNOT = Chargeback Pre-Notification CHBK = Chargeback Action Item PARB = Pre-Arbitration Item ARBT = Arbitration Item COMP = Pre-Compliance or Compliance FEE = Fee record 10

11 Chargeback Action Codes Action Action Code Description Process Action By Financial Impact code CHGM Charge Merchant Alloc/Collab/Pre-Comp Back Office Financial CRMR Credit Merchant Alloc/Collab Back Office Financial IACP Issuer Accept Alloc/Collab Issuer Non Financial IACF Incoming Compliance Pre-Compliance Issuer Non Financial IARB Incoming Arbitration Collaboration Issuer Non Financial IDCL Issuer Declines Allocation Issuer Non Financial IFAV Case Decided in Issuer Favor (merchant liable) Alloc/Collab/Pre-Comp Visa Non Financial IPAB Incoming Pre-Arbitration Collaboration Issuer Non Financial IREP Create Outgoing Representment Collaboration Merchant Non Financial MACP Merchant Accepts liability Alloc/Collab/Pre-Comp Merchant Non Financial MDCL Merchant Declines Collab/Pre-Comp Merchant Non Financial Case Decided in Merchant's Favor MFAV (merchant not liable) Alloc/Collab/Pre-Comp Visa Non Financial OARB Outgoing Arbitration Allocation Merchant Non Financial OPAB Outgoing Pre-Arbitration Allocation Merchant Non Financial PCMP Incoming Pre-Compliance Pre-Compliance Issuer Non Financial PNOT Pre-notification of an Incoming Dispute (non-monetary at this point in time) Alloc/Collab Back Office Non Financial RREQ Incoming Retrieval Request Retrieval Request Issuer Non Financial RRSP Retrieval Request Response Retrieval Request Merchant Non Financial VDNL Vantiv Denies (Operations telling merchant that Doc sent is not enough to use for rebuttal) Alloc/Collab Merchant Non Financial 11

12 Chargeback Adjustment Reason Codes Visa Chargeback Code Reason Code Description 1001 EMV LIABILITY SHIFT COUNTERFEIT FRAUD 1002 EMV LIABILITY SHIFT NON-COUNTERFEIT FRAUD 1003 OTHER FRAUD-CARD PRESENT ENVIRONMENT 1004 OTHER FRAUD-CARD ABSENT ENVIRONMENT 1005 VISA FRAUD MONITORING PROGRAM 1101 CARD RECOVERY BULLETIN 1102 DECLINED AUTHORIZATION 1103 NO AUTHORIZATION 1201 LATE PRESENTMENT 1202 INCORRECT TRANSACTION CODE 1203 INCORRECT CURRENCY 1204 INCORRECT ACCOUNT NUMBER 1205 INCORRECT AMOUNT DUPLICATE PROCESSING PAID BY OTHER MEANS 1207 INVALID DATA 1301 MERCHANDISE/SERVICES NOT RECEIVED 1302 CANCELLED RECURRING 1303 NOT AS DESCRIBED OR DEFECTIVE MERCHANDISE/SERVICES 1304 COUNTERFEIT MERCHANDISE 1305 MISREPRESENTATION 1306 CREDIT NOT PROCESSED 1307 CANCELLED MERCHANDISE/SERVICES 1308 ORIGINAL CREDIT TRANSACTION NOT ACCEPTED 1309 NON-RECEIPT OF CASH OR LOAD TRANSACTION VALUE 12

13 Chargeback Reason Codes and New R Condition Codes New Category Existing Reason Codes R Condition Codes ALLOCATION COLLABORATION Fraud Authorization Processing Error Consumer Disputes RC 62 Counterfeit Transaction RC 81 Fraud Card-Present RC 83 Fraud Card-Absent RC 93 Merchant Fraud Performance Program RC 70 Card Recovery Bulletin or Exception File RC 71 Decline Authorization RC 72 No Authorization RC 78 Service Code Violation RC 74 Late Presentment RC 76 Incorrect Currency or Transaction code or Domestic Processing Violation RC 77 Non-Matching Account Number RC 80 Incorrect Transaction Amount or Account Number RC 82 Duplicate Processing RC 86 Paid for by other means RC 30 Services not provided/merchandise not received RC 41 Cancelled recurring payments RC 53 Not as Described/Defective RC 85 Credit not processed RC 90 Non-receipt of Cash or Load Transaction Value at ATM 10.1 EMV-Liability Shift Counterfeit Fraud 10.2 EMV-Liability Shift Counterfeit Non-Fraud 10.3 Other Fraud Card-Present Environment 10.4 Other Fraud Card-Absent Environment 10.5 Visa Fraud Monitoring Program 11.1 Card Recovery Bulletin 11.2 Decline Authorization 11.3 No Authorization 12.1 Late Presentment 12.2 Incorrect Transaction Code 12.3 Incorrect Currency 12.4 Incorrect Account Number 12.5 Incorrect Amount Duplicate Processing Paid by Other Means 12.7 Invalid Data 13.1 Merchandise/Services Not Received 13.2 Cancelled Recurring 13.3 Not as Described or Defective Merchandise/ Service 13.4 Counterfeit Merchandise 13.5 Misrepresentation 13.6 Credit Not Processed 13.7 Cancelled Merchandise/Services 13.8 Original Credit Transaction Not Accepted 13.9 Non-Receipt of Cash or Load Transaction Value 13

14 R Program Communication Plan Date Nov 1, 17 Nov 13-17, 17 Nov 13, 17 Dec 17 Jan 18 Jan 18 Jan 18 Feb 18 Feb 18 Mar 18 Mar 18 Apr 18 April 14, 2018 Apr 18 Event Communication: CHARTS Activity File changes (CHAIN & Merchant) Webinars CHARTS Activity Changes (CHAIN & Merchant) CHARTS Activity File Specs & Sample File (CHAIN & Merchant) Communication: When and What are the R changes? Communication: Update on What to Expect for R Webinars Visa Claims Resolution (R) Questionnaire CHARTS Activity File Final Specs & Sample File (CHAIN & Merchant) Communication: Visa Claims Resolution (R) Update on What to Expect Webinars Visa Claims Resolution (R) Q&A Communication: R Fast Approaching Training Webinars Visa Claims Resolution (R) Training Communication: Visa Claims Resolution (R) Going Live Deploy R in Production to Visa Issuers Communication: Visa Claims Resolution (R) Live and Continued Training 14

15 THANK YOU