The Introduction to Credit Card Chargebacks course provides you with the basic knowledge you need to understand chargebacks, the four phase process which must be followed to dispute chargebacks, and how to manage chargebacks in your company. This course, intended for personnel responsible for managing chargebacks, explains each step of the chargeback process while citing the procedures, documentation and evidence the card associations deem most important when challenging a chargeback and responding to retrieval requests.

 

This course was last updated in June, 2018 to reflect the Visa dispute process and reason code changes. HTML5 - compatible with all browsers and mobile devices.

Course Access: Unrestricted

 

Course Availability: Online, In-House and Webinar

 

Prerequisites: As an introductory level course there are no prerequisites or professional experience requirements to enroll. However, we recommend you have a working knowledge of credit card payments as it is fundamental for this course topic, and the Introduction to eCommerce Credit Card Payments course provides this foundation.

 

The Fraud Practice's Online Portal and Training Courses:

• Available On Demand 24x7
• Fast, Reliable Online Presentation
• SCORM Compliant
• Includes Course Syllabus
• Includes Course Lessons & Quizzes
• Includes Final Exam
• Course Completion Certificate

Chargebacks and retrieval requests are a part of doing business if your company accepts credit cards, but many merchants and their staff lack the basic knowledge of what chargebacks and retrieval requests mean, what causes them and what to do about them. Simply ignoring chargebacks and retrieval requests can get a business into a lot of trouble which can even result in the loss of a merchant account and ability to accept credit card payments.

 

Key Concepts Covered:

• Chargebacks
• Reason Codes
• Inquiries/Retrieval Requests
• Re-Presentment
• Dispute Evidence
• Chargeback Rates
• Reconciliation
• Arbitration

After completing this course you should be able to answer and discuss the following questions:

1. What is a chargeback, a retrieval request, representment, arbitration?
2. How can we classify and differentiate chargebacks?
3. What supporting documentation is needed to dispute a chargeback, and is it the same for all of them?
4. What is the value of monitoring and reconciling a chargeback if I’m not disputing it?

 

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

 

Course Applicability:

• Payment Types: Credit Cards
• Channels: Chargebacks affect all channels, but focus is on CNP - eCommerce, MOTO
• Regions: Global - North America, South America, Europe, APAC, Africa
• Level of Difficulty: Beginner - but a working knowledge of credit card payments is suggested

Taking this course provides 1 Fraud Related Continuing Professional Education (CPE) credit for maintaing CFE credentials with the Association of Certified Fraud Examiners (ACFE).

 

Learn more about CPE credits.

Training Objectives:

1. Gain a fundamental understanding of what chargebacks and retrieval requests actually are.
2. Classify and distinguish the different types of chargebacks and their root cause.
3. Understand what steps to take following a chargeback, whether disputing it or preventing the customer from returning.