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Updated on June 12, 2022

The Visa rules include all international and regional rules (US, CEMEA, Europe, LAC, AP, and Canada) as well as Interlink, based on the recent Visa cutover to their Visa Claims Resolution (VCR) disputes process as of April 2022 (21.1 Compliance). The application includes configuration of all required VCR messages using SOAP or REST, inbound processing of Visa and Acquirer responses via batch queues, and accounting steps configured per Visa’s guidelines. Validation rules evaluate disputes per Visa’s rules and warn users of invalid disputes to minimize Visa charges. Customers can input their Visa - supplied credentials into the Pega connector rule, request Visa to set up test data, and begin testing with Visa’s test system very quickly.

Pega Smart Dispute for Issuers

Dispute categories

There are 4 dispute categories in VCR for dispute processing and each dispute category has sub-categories as below. All the dispute categories and sub-categories in VCR are supported in Pega Smart Dispute for Issuers application. Dispute categories are grouped by Visa into 2 major flows based on the liability allocation at the time of dispute submission.

Dispute Categories

FlowDispute CategoryDispute Sub-category
Allocation Flow10. Fraud10.1 - EMV Liability Shift Counterfeit
10.2 - EMV Liability Shift Non-Counterfeit
10.3 - Card Present Environment
10.4 - Card Absent Environment
10.5 - Visa Fraud Monitoring Program
11 - Authorization11.1 - Card Recovery Bulletin
11.2 - Declined Authorization
11.3 - No Authorization
Collaboration Flow 12 - Processing Errors12.1 - Late Presentment
12.2 - Incorrect Transaction Code
12.3 - Incorrect Currency
12.4 - Incorrect Account Number
12.5 - Incorrect Amount
12.6.1 - Duplicate Processing
12.6.2 - Paid by Other Means
12.7 - Invalid Data
13 - Consumer Disputes 13.1 - Merchandise/Services Not Received
13.2 - Cancelled Recurring Transaction
13.3 - Not as Described/Defective
13.4 - Counterfeit Merchandise
13.5 - Misrepresentation
13.6 - Credit Not Processed
13.7 - Cancelled Merchandise/Services
13.8 - Original Credit Not Accepted
13.9 - Non-Receipt of Cash/Load

For more details on VCR and Smart Dispute integration capabilities with Visa, refer VCR Overview document on Pega community.

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