Events Calendar

Webinar: Mastercard Debit Card Chargebacks
Wednesday, November 03, 2021, 03:00pm - 04:30pm

The chargeback process is riddled with rules and time restrictions. Don’t risk a loss for your financial institution or card holder. Learn the ins and outs of debit card chargebacks to protect everyone’s rights.


  • Analyze the exception-related transaction data in an authorization message
  • Differentiate the types of POS transactions
  • Identify documents needed for the most common exception conditions
  • Explain the dispute resolution cycle and maximum timeframes
  • Distinguish fraud-related from non-fraud-related cardholder claims
  • Name the chargeback reason codes used most often


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

What information is needed from the cardholder? When are chargeback rights available? What if you cannot recover funds from the merchant through a chargeback? These questions and many more will be answered.


This informative session is designed for operations professionals at financial institutions that issue Mastercard debit cards. The content is suited for staff responsible for any aspect of your cardholders’ exception claims.


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