DPS Payment Account Solutions

Dispute Management is the process through which a cardholder can challenge the validity of a transaction. A cardholder often initiates a dispute when they:

• There are fraudulent charges
• They received a damaged product or one that is different than what they ordered
• Their card or identity was stolen

You may leverage DPS to manage all aspects of the dispute lifecycle and cardholder communication, including contact center initiation of a Visa Resolve Online (VROL) case or you may opt to manage disputes.

Visa Resolve Online (VROL) is a web-based application that supports customer service representatives and back-office analysts responsible for managing the dispute lifecycle. It is used to send transaction inquiries, send financial exception processing messages, request for copies, fraud reporting and exception file management. In addition, it is a service used to exchange electronic dispute documentation and information, dispute pre-filings, and dispute case filings between issuers and Visa during the dispute cycle.

Use VROL to:

• Retrieve and view transaction information online
• Manage exception processing workflows
• Process chargebacks and representments
• Process disputes and dispute responses
• Report fraudulent transactions
• File arbitration and compliance cases
• Receive rulings online
• Submit good faith collections
   

VROL is accessible through Visa Online (VOL) via a standard user interface (UI) or a custom system interface. Issuers or issuer’s third-party dispute processing vendors can use this tool for dispute management. VROL APIs are also available for system integration. You will need to work directly with the VROL team for any VROL integrations.

VROL supports:

• Most North American Visa and regional networks
• Visa network, outside North America

Issuers must work directly with those networks that are not supported by VROL to process disputes.