Chargeback Representment

Description

A course focused on the best practices and effective strategies for chargeback dispute management. It is intended to provide a comprehensive overview of the chargeback and representment lifecycle, process flow and parties involved; the steps and procedures to follow from when the chargeback was received until it is reversed; and the specific documentation, evidence and strategies needed for disputing chargebacks based on the chargeback reason.

This course was last updated in May, 2018 to reflect the recent Visa dispute process changes. Offered in HTML5 and compatible with all mobile devices.

We Want 100% Satisfaction: There is nothing worse than signing up for training only to find out that it wasn’t on the topic you expected, or it wasn’t advanced enough to provide value. If you have any doubt about the fit of a course to your particular needs, please give us a call. We will be happy to discuss the course, and to provide a more detailed overview on the content to ensure you make the most of your training dollars and time.

Enrollment

• Course Access: Unrestricted
• Course Availability: Online, In-House and Webinar
• Prerequisites: This is an intermediate level course building off fundamental information about how eCommerce payment processing works and the basics of credit card chargebacks. A solid foundation level knowledge in eCommerce payment card acceptance and chargeback management is strongly recommended, and these concepts are covered in the Introduction to eCommerce Credit Card Payments and Introduction to Credit Card Chargebacks courses.

The Fraud Practice’s Online Portal and Training Courses:

• Available On Demand 24×7
• Fast, Reliable Online Presentation
• SCORM Compliant
• Includes Course Syllabus
• Includes Course Lessons & Quizzes
• Includes Final Exam
• Course Completion Certificate

Key Concepts Covered

Chargebacks occur for a variety of reasons, sometimes valid but sometimes not. For any merchant accepting credit and debit card payments chargebacks are a reality of doing business, but this can be an even harsher reality for eCommerce and Card Not Present channel organizations, where merchants are more likely to be liable for fraud and often have a more difficult time disputing chargebacks they don’t believe are valid.

Key Concepts Covered:

• Compelling Evidence
• Friendly Fraud
• Rebuttal Letter
• Arbitration
• Reversal
• Dispute Response
• Pre-Arbitration
• Consumer Disputes

What to Expect

1. What is Compelling Evidence and why is it important for chargeback representment?
2. What do I need to do or provided to perform chargeback representment in general?
3. What unique or special things must I do, change or look for when representing specific chargeback reason codes?
4. What important factors should I take into consideration when determining whether or not to pursue chargeback representment?
5. What can I do if my representment case was denied?

Expected time to complete training: 120-150 minutes (includes quizzes and exam)

Course Applicability:

• Payment Types: Payment Cards
• Channels: Chargeabacks impact all channels, but focus is Customer Not Present / eCommerce
• Regions: Global – North America, South America, Europe, APAC, Africa & Middle East
• Level of Difficulty: Intermediate

Training Objectives

1. Understand how and where representment fits into the chargeback lifecycle and how each of the parties are involved.
2. Be able to discuss the 5 general steps for determining whether to, and how to, perform chargeback representment.
3. Define and understand the concept of Compelling Evidence while understanding how, why and when to provide Compelling Evidence based on the reason code of the chargeback being disputed.
4. Gain a thorough understanding of determining when and how to re-present chargebacks resulting from or related to friendly fraud, billing mistakes, processing errors and other reasons.

Continuing Education Credit (CPE)

Taking this course provides 2 Fraud Related Continuing Professional Education (CPE) credit for maintaing CFE credentials with the Association of Certified Fraud Examiners (ACFE).

What People Say

“For a merchant starting business, if they know about these training programs it would save them a lot of trouble down the road. Unfortunately many don’t learn about fraud until it is too late.”

— B. Holmes, eCommerce Certified Fraud Professional

“The training program is fantastic. You don’t have to download anything, it runs quickly and easily right on your web browser. You can pause and go back to write down or review information, play and navigate through the lessons seamlessly.”

— E. Dietrich, VP Global Fraud Prevention Risk Services, ACI Worldwide

“With my experience I thought I would breeze through the training program with no problem, but I’m finding myself challenged in some aspects and learning things I haven’t seen before.”

— T. Hornbaker, eCommerce Certified Fraud Professional