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Dispute Resolution
Dispute Resolution

Introduction to Visa Dispute Resolution: Visa Resolve Online

Overview
ondemand_video
Type Self-Paced
topic
Topic Dispute Resolution
assignment
Level Introductory
Duration 16 topics 4.5 hours, six months unlimited access
Language English
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Visa Resolve Online (VROL) provides additional transaction information so you can attempt to resolve a dispute before it gets started. Using VROL during the new dispute resolution process helps you proactively eliminate invalid disputes and responses. Additionally, VROL applies automated liability assignment where possible, resulting in a more efficient process. In this self-paced virtual course (16 modules, approximately 4.5 hours total), you’ll learn how to effectively use VROL. 


Key topics covered in each module:

  • Creating transaction inquiries in VROL: Learn how to create a transaction inquiry and other related inquiries, such as purchase inquiries.
  • Processing disputes in VROL: Discover how to initiate and respond to disputes in VROL using the new dispute process.
  • Dispute financials in VROL: Understand the generation of dispute financials to adjust liability either by Visa or by the client.
  • Dispute pre-filing in VROL: Learn how to use pre-arbitration and pre-compliance to attempt to resolve a dispute without involving Visa.
  • Dispute case filing in in VROL: See how to file arbitration and or compliance, both of which require Visa to rule on the case.
  • Processing adjustments in VROL: Learn how acquirers can create an adjustment to debit or credit an issuer.
  • Processing collaboration in VROL: Discover how to use the inquiry, good faith, Auto-Substantiation Receipt Requests (ASRR) and card recovery processes to resolve issues prior to filing a dispute.
  • Processing miscellaneous fees in VROL: Learn how to create a miscellaneous fee (fee collection or funds disbursement) from an existing case and accept or dispute miscellaneous fee transactions.
  • Processing exception file listings in VROL: Explore how to block “bad” cards by adding them to the exception file.
  • Creating stop payment orders in VROL: Learn how to add, update and delete a stop payment order so that Visa will decline recurring transactions for a specific merchant or merchant category.
  • Initiating history inquiries in VROL: Discover how to initiate fraud reporting, exception file and stop payment history inquiries.
  • Processing accounting entry memos in VROL: See how to use accounting entry memos to export entries into your general accounting system to track write-offs and cardholder credits.
  • Queues in VROL: Understand some of the most commonly used queues and explore how to view, sort and configure queues.
  • Processing messages in VROL: Learn how to use Request Proof for Posting (RPP) messages to ask a question or convey information outside of the dispute resolution process.
  • Processing fraud reports in VROL: Discover how to create fraud reports to notify Visa of fraudulent activity.
  • Processing pre-disputes in VROL: See how Visa Resolve Online (VROL) offers the pre-dispute process to assist clients in addressing cardholder disputes before they enter into a dispute process.

Who should view:

Back-office personnel who use VROL to handle disputes.