Events Calendar

Webinar: Mastercard Dispute Resolution for Chargebacks
Tuesday, April 07, 2020, 03:00pm - 04:30pm

Mastering Mastercard chargebacks and exception claims is possible with this information-packed webinar. Become your institution’s “go-to” for these complex dispute resolution rules.


  • Analyze the exception-related transaction data in an authorization message
  • Differentiate magnetic stripe, chip, and card-not-present transaction types
  • Identify which documents are needed for the most common exceptions
  • Explain the dispute resolution cycle and timeframes
  • Distinguish fraud-related from non-fraud-related cardholder claims
  • Name the chargeback reason codes used most often


Mastercard dispute resolution rules are complex. The ability to recover funds from a merchant will vary based on the authorization’s transaction data. Failure to adhere to the rules and time limits can result in a loss of chargeback rights for your financial institution, and potential financial loss for you or your cardholder.

What information do you need from the cardholder? How do you determine when chargeback rights are available? What happens when you cannot recover funds from the merchant through a chargeback? Learn how compliance is the key.


This informative session is designed for operations professionals at financial institutions that issue Mastercard debit cards and will benefit staff responsible for any aspect of handling cardholders’ exception claims.


  • Sample cardholder dispute form
  • Quick reference comparison of Regulation E and Mastercard rules
  • List of websites, including links to the Mastercard Rules and Chargeback Guide
  • Employee training log
  • Interactive quiz

SPEAKER:  Diana Kern, SHAZAM, Inc.

Diana Kern began her career with SHAZAM in 1995. Her broad experience helps her comprehend a financial institution’s inner workings, apply her vast knowledge of the payments industry, and train payment participants on products and services, including ATMs, ATM cards, nationally-branded debit cards, and ACH services. Diana helps clients navigate the ever-changing world of EFT services by providing a detail-oriented focus when explaining individual concepts and specifics. She earned the Accredited ACH Professional (AAP) designation in 1998.