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Introduction to Payment Dispute Resolution

via Udemy


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


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!


Unlike 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 DisputeResolution)methods (usually grouped into negotiation, mediation and arbitration), as well as specific implementations of these;

  • You'll know more about the ODR (OnlineDispute 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.


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);


Some people - including me - love to know what they're getting in a package.

And by this, Imean, 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 ODRprocess;

  • 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);


Remember 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!

Taught by

Vasco Patrício


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