Course Overview
Disputes are one of the most operationally complex and financially sensitive areas in payments. Handled poorly, they lead to revenue loss, scheme breaches, and deteriorating customer trust.
This programme builds deep, practical expertise in managing the full dispute lifecycle across Visa and Mastercard frameworks. From initial cardholder complaint through chargeback, representment, and final resolution, participants gain the knowledge and confidence to manage disputes accurately, efficiently, and in full compliance with scheme requirements.
Who is this course for
This course is ideal for:
Payments operations teams
Dispute and chargeback analysts
Risk and compliance professionals
Issuer and acquirer teams
Customer experience teams handling payment disputes
If your role touches disputes in any form, this programme gives you the depth to get it right.
Learning Outcomes
By the end of this course, you will be able to:
Navigate the full dispute lifecycle with clarity and confidence
Interpret and apply Visa and Mastercard dispute rules
Classify disputes correctly using reason codes
Manage documentation and evidence requirements effectively
Handle fraud, authorisation, and consumer disputes accurately
Maintain SLA compliance and avoid scheme penalties
Skills you’ll gain
Dispute Lifecycle Management
Chargeback Handling
Reason Code Analysis
Scheme Rules Application
Evidence & Documentation
Fraud Dispute Handling
SLA Management
VROL & Mastercom
Frequently Asked Questions