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Knowledge Base

FAQs

FAQs

Disputes

What is a dispute?

What is a chargeback?

What is the difference between a dispute and a chargeback?

Why do disputes happen?

How will I know if I received a dispute?

What happens when I receive a dispute?

What is a settlement when we're talking about disputes?

What is a chargeback fee?

What is a claim on Amazon?

What is a dispute on PayPal?

What is a dispute in retail?

What is a customer dispute?

What is pre-compliance?

What is a Visa dispute?

What is a return item dispute?

What is a credit card chargeback?

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Dispute Process

How do disputes work?

How does the dispute process work?

What is a payment gateway?

What is a processor?

What is an acquiring bank?

What is an issuing bank?

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Dispute Rate

What is a dispute rate?

How do I calculate my dispute rate?

How does American Express, Discover and Visa calculate my dispute rate?

How does MasterCard calculate my dispute rate?

Will my merchant account be closed from too many disputes?

If I win a dispute, will it still count toward my dispute rate?

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Win Rate

What is a win rate?

What is a final win rate?

How do I calculate my win rate?

What is the difference between a first win rate and a final win rate?

EMV

What is EMV?

What dispute reason codes are associated with EMV?

I only sell online, does EMV matter to my store?

What is the chip liability shift?

Friendly Fraud & Chargeback Fraud

What is friendly fraud?

What is chargeback fraud?

What is the difference between friendly fraud and chargeback fraud?

How do I prevent friendly fraud?

How do I prevent chargeback fraud?

How do friendly fraud and chargeback fraud differ from true fraud?

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High Risk Merchants

What is a high risk merchant?

Am I a high risk merchant?

What is a Merchant Category Code (or MCC)?

What is MATCH list?

What is the Visa Fraud Monitoring Program (VFMP)?

What is the Visa High Brand Risk Merchant Monitoring Program (HBRMMP)?

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Pre-Arbitration & Arbitration

What is pre-arbitration?

What is arbitration?

How long do I have to challenge pre-arbitration?

How do I prevent pre-arbitration?

Prevent Disputes

How do you prevent disputes from becoming chargebacks?

What is a merchant descriptor?

What are Chargeback Alerts?

How can Chargeback Alerts help me?

Reason Codes

What is a reason code?

Why do reason codes matter?

What is the difference between fraud and non-fraud disputes?

What is Visa Dispute Reason Code 10.4?

Representment

What is a representment?

What does late presentment mean?

What should I include in my representment?

Where do I send my representment?

What is auto-representment?

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Retrieval Requests

What is a retrieval request?

What happens if I don't respond to retrieval requests?

How long do I have to respond to a retrieval request?

Responding to Disputes

Can I respond to a dispute?

What happens if I accept a dispute?

What happens if I lose a dispute?

How do I know if I've won a dispute?

What do I do if I receive a dispute on a gift card?

What happens if I refund the customer?

Can I refund the customer who disputed the purchase?

What is a reversal denial?

How do I prove a transaction is valid and not fraudulent?

What is a CRM?

What is a chargeback reversal?

What is a chargeback monitoring program?

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Dispute Time Limits

How long does a dispute take to be resolved?

How long does a cardholder have to dispute a transaction?

How long do I have respond to disputes?

True Fraud Prevention

What is true fraud?

Can I prevent 100% of true fraud?

How can I prevent true fraud?

What is AVS?

What is CVV, CVV2 or CVC?

What is fraud scoring?

What is Verified by Visa?

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