Introduction To Payment Dispute Resolution

The basics of dispute resolution in payments, in both theory and practice

What you’ll learn
You’ll learn about the different types of dispute resolution – both litigation and ADR approaches
You’ll learn an extensive list of all reason codes for payment chargebacks, and what each represents
You’ll learn about how the chargeback process works between an acquiring and issuing bank, as well as possible payment scheme involvement
You’ll learn about how ODR (Online Dispute Resolution) optimises dispute resolution by leveraging online communication
Requirements
No prior knowledge is required (naturally, knowledge of payments or disputes helps, but is NOT required)
Description
WHY DISPUTE RESOLUTION?You may agree that payment disputes are an important issue to solve, either as a merchant, cardholder or bank.You’ll find there are many reasons for disputes, and multiple methods for dispute resolution. And you may know all of these can affect the results of a dispute – for all parties involved.In order to be effective at dispute resolution, you’ll find it’s important to understand not just the reasons for disputes, but also the mechanisms for their resolution, and the consequences of each.You’ll find this is the type of knowledge that can be easily acquired – if it’s correctly taught.Unfortunately, you’ll find most dispute management courses nowadays don’t fit the minimum requirements.Either you’ll find they focus only on specific components of the dispute resolution process, not illustrating how they work, or you’ll recognise they miss technicalities unique to the banking industry, or miss other important information.Or you’ll be just bored because they are just too academical and not easily put into practice.This doesn’t just hurt your future knowledge of dispute resolution, but also you personally.When you can’t properly understand how disputes are resolved:You’ll become confused and frustrated with different dispute resolution types;You won’t know how a particular dispute can be successfully resolved;You won’t know the correct workflow for dispute resolution in banking;You won’t know why certain banks are better than others at the process – or even what matters to their clients;You won’t know what specific chargeback reason codes mean;So what is my proposed solution for you to learn all of this content effectively?Naturally, it’s this course!THE UNDISPUTED BEST COURSEUnlike other dispute resolution courses out there, you’ll find this course is comprehensive and updated.In other words, you’ll see that not only does this course cover the different types of dispute resolution (namely, ADR approaches), you’ll find it will also cover the ODR (Online Dispute Resolution) framework and how it works, then diving into dispute resolution for banking in specific, and you’ll also obtain a detailed rundown of all types of chargeback reason codes, and the way to address each of them.In this course, we will cover topics such as:You’ll get to know what the different types of payment disputes are, represented by different reason codes for chargebacks;You’ll learn how both the issuing and acquiring bank interact in the case of a chargeback situation, as well as the dispute resolution process;You’ll get to know the different ADR (Alternative Dispute Resolution) methods (usually grouped into negotiation, mediation and arbitration), as well as specific implementations of these;You’ll know more about the ODR (Online Dispute Resolution) standard, what it represents, its advantages, and how it’s implemented;This course is aimed at you if you’re any professional that has to deal with dispute resolution in their everyday life, and especially related to payment systems. It’s for you if:You’re a dispute resolution professional at an acquiring or issuing bank;You’re a merchant that deals with cardholder disputes;You’re a consumer that is interested in knowing how to deal with disputes with merchants;By the end of this course, you will be able to effectively diagnose what causes specific payment disputes, as well as what the process is to deal with them, and the different dispute resolution procedures available to you.THE PERFECT COURSE… FOR WHOM?This course is targeted at different types of people. Naturally, if you’re any current or future dispute management professional, you will find this course useful. But if you’re any other professional that aims to know more about how disputes are resolved, you will also find it useful.More specifically, you’re the ideal student for this course if:You will directly deal with dispute management or resolution;You want to know more about the different types of dispute resolution (both litigation and ADR, offline or not);You want to specifically know how to address disputes involving merchants and cardholders (as a bank or merchant);You want to know more about the different types of reason codes for chargebacks (and how to prevent them);You want to know how to perform dispute resolution using multiple methods (negotiation, mediation and/or arbitration);LET ME TELL YOU… EVERYTHINGSome people – including me – love to know what they’re getting in a package.And by this, I mean, EVERYTHING that is in the package.So, here is a list of everything that this course covers:You’ll learn about the essentials of disputes (contractual vs. non-contractual disputes, payment disputes, issuer and acquirer banks);You’ll learn about how ADR (Alternative Dispute Resolution) is and how it differs from litigation;You’ll learn what the different types of ADR are (negotiation, mediation and arbitration), as well as the differences between these, and specific implementations of them;You’ll learn about the ODR (Online Dispute Resolution) framework, as well as its context and six key principles (accountability, transparency, accessibility, credibility/accreditation, security and enforceability);You’ll learn about the three major steps in an ODR process;You’ll learn about the three major types of ODR tools (cyber courts, electronic ADR, internal ADR);You’ll learn about implementations of ODR (such as blind bidding, cyber mediation, cyber negotiation and cyber arbitration), as well as specific case studies, such as ICANN-WIPO;You’ll learn about general guidelines for more efficient dispute resolution as a merchant bank;You’ll learn about the steps in the lifecycle of a dispute between an issuer and an acquirer bank, including the retrieval request, chargeback, and second chargeback;You’ll learn about the conditions under which the payment scheme may become involved in a chargeback, as well as some measures by them (allocation vs. mediation, pre-arbitration vs. arbitration, liability shifts);You’ll learn about disputes by different payment systems: debit cards, credit cards, ACH, prepaid cards, ATM;You’ll learn about the four major categories of chargeback reason codes: fraud, authorization errors, processing errors, customer disputes;You’ll learn about the usual types of chargeback reason codes due to fraud (not authorised or recognised transactions, fraudulent processing, monitored merchant or monitored card, the EMV liability shift);You’ll learn about the usual types of chargeback reason codes due to authorization issues (missing or declined authorisation, card in recovery/lost card/stolen card, invalid authorization information),You’ll learn about the usual types of chargeback reason codes due to processing errors (late presentment, invalid transaction code or invalid transaction data, duplicated payment or paid by other means, currency mismatches);You’ll learn about the usual types of chargeback reason codes due to consumer disputes (mismatches in terms of goods – counterfeit, misrepresented, not delivered, others – cancelled or incomplete transactions, credit not processed);MY INVITATION TO YOURemember that you always have a 30-day money-back guarantee, so there is no risk for you.Also, I suggest you make use of the free preview videos to make sure the course really is a fit. I don’t want you to waste your money.If you think this course is a fit and can take your dispute resolution knowledge to the next level… it would be a pleasure to have you as a student.See you on the other side!

Overview

Section 1: Introduction

Lecture 1 Introduction

Lecture 2 Dispute Considerations

Section 2: ADR Approaches

Lecture 3 Module Intro

Lecture 4 Negotiation

Lecture 5 Mediation

Lecture 6 Arbitration

Lecture 7 Module Outro

Section 3: ODR (Online Dispute Resolution)

Lecture 8 Module Intro

Lecture 9 Context and Principles

Lecture 10 Steps and Categories

Lecture 11 Implementation and Case Studies

Lecture 12 Module Outro

Section 4: In Merchant Banking

Lecture 13 Module Intro

Lecture 14 General Guidelines

Lecture 15 Disputes by Payment System

Lecture 16 Dispute Lifecycle

Lecture 17 Scheme Involvement

Lecture 18 Module Outro

Section 5: Chargeback Reason Codes

Lecture 19 Module Intro

Lecture 20 Fraud: Introduction

Lecture 21 Fraud: Not Authorised/Recognised

Lecture 22 Fraud: Fraudulent Processing

Lecture 23 Fraud: Monitored Merchant or Card

Lecture 24 Fraud: EMV Liability Shift

Lecture 25 Authorization: Introduction

Lecture 26 Authorization: Missing/Declined Authorization

Lecture 27 Authorization: Card in Recovery/Lost/Stolen

Lecture 28 Authorization: Invalid Information

Lecture 29 Processing Errors: Introduction

Lecture 30 Processing Errors: Invalid Code or Data

Lecture 31 Processing Errors: Invalid Amount/Account

Lecture 32 Processing Errors: Duplicate/Other Payment

Lecture 33 Processing Errors: Currency Mismatches

Lecture 34 Processing Errors: Late Presentment

Lecture 35 Consumer Disputes: Introduction

Lecture 36 Consumer Disputes: Mismatch of Goods

Lecture 37 Consumer Disputes: Cancelled/Not Completed Transaction

Lecture 38 Consumer Disputes: Credit Not Processed

Lecture 39 Module Outro

Section 6: Conclusion

Lecture 40 Outro

Section 7: Additional Module: Security Controls

Lecture 41 Intro

Lecture 42 Acquisition Strategy

Lecture 43 Code Analysis

Lecture 44 Code Signing

Lecture 45 Controls by Data Classification

Lecture 46 Criticality Analysis

Lecture 47 Cyber Threat Hunting

Lecture 48 Cryptographic Protection

Lecture 49 Data De-Identification and Anonymisation

Lecture 50 Data Governance Structures

Lecture 51 Data Purpose and Authority

Lecture 52 Data Retention and Disposal

Lecture 53 Defense-In-Depth

Lecture 54 Information Tainting

Lecture 55 Locked Rooms/Devices/Ports

Lecture 56 Media Downgrading/Redacting

Lecture 57 Physical Media Protection

Lecture 58 Provider Assessment and Monitoring

Lecture 59 Security/Privacy Architectures

Lecture 60 System Safe Modes

Lecture 61 Thin/Diskless Devices

Lecture 62 Usage Agreements

Lecture 63 Visitor Controls

Lecture 64 Outro

Section 8: Additional Module: Pitching Technical Projects

Lecture 65 Introduction

Lecture 66 Assembling: Introduction

Lecture 67 Assembling: Actions and Implementations

Lecture 68 Assembling: Roles and Responsibilities

Lecture 69 Assembling: Scope, Framework, Roadmap

Lecture 70 Assembling: Governance Structures

Lecture 71 Assembling: Trackable Metrics

Lecture 72 Presenting: Introduction

Lecture 73 Presenting: Recency and Primacy

Lecture 74 Presenting: Leveraging Specifics

Lecture 75 Presenting: Displayed Authority

Lecture 76 Presenting: The Hero’s Journey

Lecture 77 Presenting: Tiredness and Distraction

Lecture 78 Dealing with Objections: Introduction

Lecture 79 Dealing with Objections: Flipping and Diagnosing

Lecture 80 Dealing with Objections: UP Answers

Lecture 81 Dealing with Objections: Progress and Loss

Lecture 82 Dealing with Objections: Political Capital

Lecture 83 Securing Buy-In: Introduction

Lecture 84 Securing Buy-In: Implementation and Opinions

Lecture 85 Securing Buy-In: Tailored Benefits

Lecture 86 Securing Buy-In: Effort Shaping

Lecture 87 Securing Buy-In: Future Lock-In

Lecture 88 Full Runthroughs: Introduction

Lecture 89 Full Runthroughs: Pitching PCI-DSS

Lecture 90 Full Runthroughs: Pitching Vendor Assessments

Lecture 91 Full Runthroughs: Pitching Data Governance

Lecture 92 Full Runthroughs: Pitching Data Management

Lecture 93 Outro

Section 9: Bonus Lecture

Lecture 94 Bonus Lecture

You’re a dispute resolution professional (especially if at a banking institution),You’re a merchant/merchant employee, that wants to deal with cardholder disputes more easily,You’re any professional interested in being more effective at dispute resolution!