Visa Claims Resolution Initiative to Minimize Disputes for Merchants
On April 14, 2018, Visa will launch its Visa Claims Resolution (VCR) initiative. This program will feature a new process for handling disputes. The benefits of VCR include:
- Reduction in the total number of disputes, resulting in cost savings for your merchants
- Shorter Visa resolution times (from 46 days to 30 days)
- Quicker responses to merchants
- Fewer reasons codes for streamlined merchant representment
For more details on the VCR initiative, see the Visa overview here.
WePay has been doing work behind the scenes to make the transition as seamless as possible for your platform business and your users. Below, we’ve compiled FAQs to answer some of the most common queries. If you have additional questions, e-mail us at firstname.lastname@example.org.
How does VCR impact my platform business?
We do not expect VCR to meaningfully impact your platform business or its operations. WePay’s interactions with your merchants will not change — we will notify merchants when a dispute occurs, and support merchants throughout the entire process if they decide to contest. Overall, we expect the number of disputes to decrease thanks to Visa’s added screening and automation efforts — resulting in real benefits for your merchants’ bottom line.
How does VCR impact the merchant experience?
We expect minimal changes to the merchant experience. WePay will continue to partner with your merchants throughout the process, providing guidance and best practices along the way. If you use WePay’s hosted merchant center, your users will see the same content — only the dispute reason codes will be updated. Additionally, there will be no changes to dispute-related WePay fees for merchants.
We anticipate that Visa will apply more rigorous scrutiny to the evidence submitted, which could impact case resolutions. We will keep partners informed on our learnings and observations once VCR is live.
What will WePay do to support VCR?
In light of this new initiative, we are managing back-end changes so you and your merchants don’t have to. Not only will we be updating the reason codes so that they are reflected in merchant emails, but we will continue to engage with merchants and guide them through the dispute process. We’ll continue to collect information needed by Visa and submit this evidence on behalf of merchants.