Working with Regulations

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read

    • This page provides dispute agents with the information they need to handle dispute cases effectively and allows dispute managers to monitor case progress and take necessary actions to ensure compliance. The integration with the Dispute Content Pack for US Regulations application helps issuers track dispute cases governed by US regulations (Reg E and Reg Z).

    Creating card dispute case

    Agents can manage dispute cases for their customers by using the dispute service case and its tasks. To learn on how to create a card dispute case, seeCreating a card dispute case.

    This process includes various stages. For more details on these stages, see Managing dispute workflows.

    Dispute categories

    Dispute categories include Fraud, Authorization, Processing Error, and Consumer Disputes. Each card network has its own set of rules and reason codes, but they generally fit into the following dispute categories:
    Fraud
    This applies when the cardholder did not authorize or participate in the transaction.
    Authorization
    This applies when a transaction required authorization but the merchant completed it without receiving it.
    Processing Error
    This applies when a transaction is processed incorrectly due to a technical or operational mistake by the merchant, or when it’s processed correctly but not according to card network rules.
    Consumer
    This applies when the cardholder disputes an issue with a merchant regarding the quality or receipt of goods or services.

    Dispute questionnaire

    When a dispute agent or cardholder opens a dispute, they are presented with a corresponding set of questions. Designing clear, simple questions streamlines information gathering, helping customers or front-office agents understand and respond easily. For more details on configuring the questionnaire, see Processing dispute intake.

    Dispute decision tables

    The following table lists the decision tables used in Dispute Rules Content Pack for Mastercard.

    Table 1. Dispute Rules Content Pack for Visa Decision Tables
    Decision table Description
    Reg E resolution days  Determines the Reg E resolution days for a Case based on transaction type and country. The default duration is set to 45 days.

    For more information on the Decision tables that provide the logic for processing card disputes, see Configuring dispute decision tables

    About the Dispute Content Pack for US Regulations

    The Dispute Content Pack for US Regulations designed to help financial institutions comply with US regulatory requirements for dispute management. This content pack includes predefined rules and workflows that align with US regulations, ensuring that all necessary steps are taken to handle disputes in accordance with the law.