The registration period is from Jan 28, 2019 12:00 to Sep 13, 2019 12:00
Debit Card Chargebacks: Understanding Mastercard Dispute Resolution - Details
Session Available from: Jan 28, 2019 12:00 to Sep 13, 2019 12:00

Session Options: Webinar, Recorded, Both Live/Recorded

Live Session Date: Mar 13, 2019

Add to calendar /education-events/on-demand-courses/event/954/Debit-Card-Chargebacks--Understanding-Mastercard-Dispute-Resolution?Itemid911= 2019-03-13 14:00:00 2019-03-13 15:30:00 0 Debit Card Chargebacks: Understanding Mastercard Dispute Resolution Debit Card Chargebacks: Understanding Mastercard Dispute Resolution  ... - US - YYYY/MM/DD

Event description:

Debit Card Chargebacks:
Understanding Mastercard Dispute Resolution

 Webinar OR Recorded Webinar + Free Digital Download

 Wednesday, March 13, 2019

 12:00 pm – 1:30 pm Pacific

1:00 pm – 2:30 pm Mountain

2:00 pm – 3:30 pm Central

3:00 pm – 4:30 pm Eastern

More changes to chargeback procedures are coming in April 2019 with Mastercard’s dispute resolution initiative. While the details are still forthcoming, Mastercard hopes the changes will prevent invalid disputes and streamline the process from end-to-end.  The first phase, already effective in October, made minor edits to reason codes and cardholder documentation.  Phase two comes this spring and eliminates a few reason codes and adjusts some timeframes.  Compliance is crucial because failure to adhere to Mastercard dispute rules can result in loss of chargeback rights for your institution.

Fraud and authorization-related claims consistently contribute at least 80% of the disputes reported by cardholders.  This webinar will focus primarily on the claim reason codes related to fraud disputes and explain the specifics of an issuer’s ability to submit a payment recovery claim. 


  • What information is needed from the cardholder?
  • How is authorization data used to determine when chargeback rights are available?
  • What happens when funds cannot be recovered from the merchant through a chargeback?
  • How the Mastercard zero liability rule factors into compliance obligations
  • Overview of the merchant authorization process
  • A simple way to differentiate fraud chargeback claims from non-fraud claims
  • Requirements for an EMV liability shift claim
  • Maximum timeframes for submitting claims requests
  • Complete Mastercard dispute resolution cycle
    • Sample cardholder dispute form
    • Quick-reference comparison of Regulation E and Mastercard rules
    • Link to publicly available Mastercard rules
    • Reference websites
    • Employee training log
    • Quiz to measure staff learning and a separate answer key


Debit Card Chargebacks: Understanding Visa Claims Resolution

on Thursday, February 28, 2019

All webinars are available for six months after broadcast

Attendance verification for CE credits provided upon request.


This informative session is designed for the frontline, EFT operations staff, and their managers at financial institutions that issue Mastercard debit cards.

Please note:  The live webinar option allows you to have one telephone connection for the audio portion and one Internet connection (from a single computer terminal) to view online visuals as the presentation is delivered.  You may have as many people as you like listen from your office speaker phone.

Diana Kern     ABOUT THE PRESENTER – Diana Kern, AAP, SHAZAM, Inc.

Diana Kern began her career with SHAZAM in 1995.  Her broad experience helps her comprehend a financial institution’s inner workings, apply her vast knowledge of the payments industry, and train payment participants on products and services, including ATMs, ATM cards, nationally-branded debit cards, and ACH services.  Diana helps clients navigate the ever-changing world of EFT services by providing a detail-oriented focus when explaining individual concepts and specifics.  She earned the Accredited ACH Professional (AAP) designation in 1998.


Note:  All materials are subject to copyright.  Transmission, retransmission, or republishing this webinar to other institutions or those not employed by your financial institution is prohibited.  Print materials may be copied for eligible participants only.


The live webinar option allows you to have one internet connection from a single computer terminal.  You may have as many people as you like listen and watch from your office computer.  Registrants receive a website address and passcode that allows entrance to the seminar.  The session will be approximately 90 minutes, including question and answer sessions.  Seminar materials, including instructions, passcode, and handouts will be emailed prior to the broadcast.  You will need the most current version of Adobe Reader available free at 


Can’t attend the live webinar?  This option provides a recording of the live event, including audio, visuals, and handouts.  We even provide the presenter’s email address for follow-up questions. You will receive an email with the recorded webinar link, which can be viewed anytime 24/7, beginning 6 business days after the webinar.  You will also receive instruction on how to download a free digital copy of the webinar to your PC, which you may keep and use indefinitely.

The recorded webinar may ONLY be ordered for 6 months following the live webinar.  In addition, the download must be completed within 6 months of the live webinar date. 


Options 1 and 2 described above.