Payments Dispute Management

Your cardholders should have a means to contact you directly to raise disputes about a transaction on their account. This is typically via a call centre number printed on their card or advertised on your website.

When a cardholder queries a transaction, you can use the Thredd Smart Client application to view details of the transaction. For more information, see the Smart Client Guide.

Handling Chargebacks

A chargeback is a type of transaction dispute where a cardholder contacts their card issuer and requests their money back for an item or service purchased by using their card. The cardholder can only dispute a charge on their account and request a chargeback where they have a valid reason.

The card schemes (i.e., Visa and Mastercard; also known as card networks) provide rules and processes, as well as systems to handle chargebacks.

You can also view and manage your chargebacks via Smart Client.

Thredd provides a chargeback service that enables you to raise chargebacks directly with Mastercard.

For more information, see the Payments Dispute Management Guide.

Case Filing

Mastercard case filing is a feature through which an issuer or an acquirer can raise a concern with Mastercard.

To dispute a transaction after completion of the chargeback cycle, you can create either a pre-arbitration or arbitration case file. Pre-arbitration case filing differs from arbitration case filing only in terms of the fees charged by Mastercard. For information about fees, contact Mastercard.

In terms of reporting, case filings and chargebacks are two different transaction types. No transaction is created at card level for the new arbitration/pre-arbitration case filings, thus no data is sent to EHI.

Note: Thredd do not currently support compliance case filings (pre-compliance and compliance). Thredd supports only pre-arbitration and arbitration case filings.

For more information, see the Payments Dispute Management Guide.

Access to Dispute Management Systems

Mastercard and Visa both provides online systems to enable acquirers and Issuers to raise and manage disputes: Visa (VROL) and Mastercard (Mastercom). Issuers have different preferences as to how they want to manage chargebacks for their Program Managers:

• Some issuers prefer to handle chargebacks on behalf of their Program Managers.

• Some issuers provide their Program Managers with access to Mastercard (Mastercom UI) and Visa (Visa VROL) online systems to enable them to directly raise and respond to chargebacks.

• Other issuers want Thredd to manage this at a programme level for the Program Manager, which we do via Smart Client.

Please refer to your issuer in the first instance for details.

For more information, see the Payments Dispute Management Guide.