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Dispute Resolution
Dispute Resolution

Intermediate Dispute Resolution

Type Scheduled Virtual
Topic Dispute Resolution
Level Intermediate
Duration 16 hours over 4 days
Language English
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Boost your confidence, competence and creditability and achieve a greater level of proficiency in dispute resolution.

Learn how to interpret and apply Visa’s rules and requirements related to the four dispute resolution categories: fraud, authorization, processing errors and consumer disputes. Using practical examples and case studies, explore when each condition applies, the timeframe for processing a dispute and best practices for issuers and acquirers.

Upon completion of the course, you’ll return to your role with an increased expertise in essential dispute resolution concepts and their practical applications.

For those interested in pursuing Visa Certification, attending this course (as a part of your overall study plan) is a great way to help you prepare to take the Visa Intermediate Dispute Resolution exam. You must pass this exam to become certified.

This course can be purchased individually or as part of the Intermediate Dispute Resolution bundle, which includes the Intermediate Dispute Resolution course and exam, plus a free exam retake.

Key topics:

  • Fraud and authorization dispute conditions  
    • Overview 
    • Process flow 
  • Fraud disputes 
    • General rules for issuers 
    • General rules for acquirers 
    • Europay, MasterCard and Visa (EMV) liability shift 
  • Category 10: fraud  
    • Rules and requirements for each Category 10 condition 
    • Case study activities 
  • Authorization disputes 
    • General rules for issuers 
    • General rules for acquirers 
  • Category 11: authorization disputes 
    • Rules and requirements for each Category 11 condition 
    • Case study activities 
  • Processing errors and consumer dispute conditions  
    • Overview 
    • Process flow 
  • Processing errors: disputes 
    • General rules for acquirers 
  • Category 12: processing errors  
    • Rules and requirements for each Category 12 condition 
    • Case study activities 
  • Consumer disputes 
    • Dispute provisions related to COVID-19 
    • General rules for issuers 
    • General rules for acquirers 
  • Category 13: consumer disputes 
    • Rules and requirements for each Category 13 condition 
    • Case study activities

Who should attend

  • Dispute resolution analysts, dispute resolution leads/supervisors, dispute resolution managers and analysts responsible for arbitration case filings 
  • We recommend having one to two years of practical experience prior to taking this course. If you don’t have this level of experience, we recommend starting with Introduction to Dispute Resolution in addition to gaining more experience.
  • We highly recommend that anyone pursuing Visa Certification attends this course as part of their overall preparation. 

Important notes

  • This course includes breakout rooms. In order to participate in the breakout rooms it is critical that you be able to view the presentation and have audio capability, including a microphone. 
  • Enrollment closes one business day prior to the session start date for virtual courses. You will not be able to enroll in a virtual course on the day of the session.
  • Register for any virtual course at least six weeks in advance and receive a 15% discount. Enter the code Save15 at checkout to receive this offer. 

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