Description
The Introduction to Credit Card Chargebacks course provides you with the basic knowledge you need to understand chargebacks, the modern dispute lifecycle, and how to manage chargebacks in your company. This course, intended for personnel responsible for managing chargebacks, explains each step of the dispute process while citing the evidence the card networks deem most important when challenging a chargeback, and shows how to stop disputes before they become formal chargebacks.
2026 Edition — Version 2.0 has been completely rebuilt for 2026. It covers the modern dispute lifecycle organized around dispute categories and condition codes, friendly fraud, pre-dispute resolution and real-time alert networks (Verifi CDRN and Order Insight, Ethoca Alerts and Visa Rapid Dispute Resolution), claim-specific compelling evidence, and chargeback monitoring programs such as VAMP. The five lessons follow one path: what chargebacks are, what causes them, how to stop them early, how to fight the ones that get through, and how to manage them as an ongoing program. HTML5 – compatible with all browsers and mobile devices.
We Want 100% Satisfaction: There is nothing worse than signing up for training only to find out that it wasn’t on the topic you expected, or it wasn’t advanced enough to provide value. If you have any doubt about the fit of a course to your particular needs, please give us a call. We will be happy to discuss the course, and to provide a more detailed overview on the content to ensure you make the most of your training dollars and time.
Enrollment
- Course Access: Unrestricted
- Course Availability: Online, In-House and Webinar
- Prerequisites: As an introductory level course there are no prerequisites or professional experience requirements to enroll. However, we recommend you have a working knowledge of credit card payments as it is fundamental for this course topic, and the Introduction to eCommerce Credit Card Payments course provides this foundation.
The Fraud Practice’s Online Portal and Training Courses:
- Available On Demand 24×7
- Fast, Reliable Online Presentation
- SCORM Compliant
- Includes Course Syllabus
- Includes Course Lessons & Quizzes
- Includes Final Exam
- Course Completion Certificate
Key Concepts Covered
Chargebacks and retrieval requests are a part of doing business if your company accepts credit cards, but many merchants and their staff lack the basic knowledge of what chargebacks and retrieval requests mean, what causes them and what to do about them. Simply ignoring chargebacks and retrieval requests can get a business into a lot of trouble which can even result in the loss of a merchant account and ability to accept credit card payments.
Key Concepts Covered:
- Chargebacks & Retrieval Requests
- The Modern Dispute Lifecycle
- Dispute Categories & Condition Codes
- Friendly Fraud
- Pre-Dispute Resolution & Real-Time Alerts
- Compelling Evidence & Representment
- Pre-Arbitration & Arbitration
- VAMP & Network Monitoring Programs
- Chargeback Reconciliation & Ratios
- Building a Chargeback Management Program
What to Expect
- What is a chargeback, a retrieval request, representment and arbitration, and how does the modern dispute lifecycle work?
- How can we classify chargebacks into the four dispute categories, and what is friendly fraud?
- How can disputes be stopped before they become formal chargebacks?
- What evidence is needed to win a dispute, and when is a chargeback worth fighting?
- How do monitoring programs such as VAMP work, and how do I build a chargeback management program?
Expected time to complete training: Approximately 22 minutes of video, plus lesson quizzes and a 40-question final exam
Course Applicability:
- Payment Types: Credit Cards
- Channels: Chargebacks affect all channels, but focus is on CNP – eCommerce, MOTO
- Regions: Global – North America, South America, Europe, APAC, Africa
- Level of Difficulty: Beginner – but a working knowledge of credit card payments is suggested
Training Objectives
- Define chargebacks, retrieval requests, representment and arbitration, and describe the modern dispute lifecycle.
- Classify chargebacks into the four dispute categories and identify friendly fraud.
- Apply pre-dispute resolution tools to intercept disputes before they become formal chargebacks.
- Build a compelling, claim-specific evidence package and manage representment, pre-arbitration and arbitration.
- Explain how monitoring programs such as VAMP work and use reconciliation data to build an ongoing chargeback management program.
Continuing Education Credit (CPE)
Taking this course provides 1 Fraud Related Continuing Professional Education (CPE) credit for maintaing CFE credentials with the Association of Certified Fraud Examiners (ACFE).
“For a merchant starting business, if they know about these training programs it would save them a lot of trouble down the road. Unfortunately many don’t learn about fraud until it is too late.”
— B. Holmes, eCommerce Certified Fraud Professional
“The training program is fantastic. You don’t have to download anything, it runs quickly and easily right on your web browser. You can pause and go back to write down or review information, play and navigate through the lessons seamlessly.”
— E. Dietrich, VP Global Fraud Prevention Risk Services, ACI Worldwide
“With my experience I thought I would breeze through the training program with no problem, but I’m finding myself challenged in some aspects and learning things I haven’t seen before.”
— T. Hornbaker, eCommerce Certified Fraud Professional
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