Visa Resolve Online- Resolve your payment disputes

Backspace Tech
4 min readJul 7, 2023
The different faces of Visa Resolve Online (VROL): as a communicator, regulator and authority.

Visa Resolve Online, or VROL, reduces invalid chargebacks and streamlines the dispute process. This is the common man’s statement often heard in our circles when explaining all about VROL. But what if we tell you that VROL is so much more than that? It is revolutionizing payment disputes by providing hassle-free solutions and reducing lengthy processes.

It is common knowledge that Visa is diligent in streamlining disputes and chargebacks, and the outcome of this is the introduction of Visa Resolve Online (VROL), which was expanded as part of the Visa Claims Resolution (VCR) initiative.

What is Visa Resolve Online (VROL)?

VROL eases the process of dispute resolution by resolving the dispute in a timely manner and by minimizing invalid chargebacks. The network is designed to collect and transfer transaction information and evidence in the event of a dispute between the issuer and the acquirer.

During the dispute, the issuing and acquiring banks partnered with Visa must use VROL to carry out the following functions:

  • For replying to a retrieval request
  • To send and receive evidence and records related to the dispute.
  • To send a chargeback and to receive a representment.
  • To process and handle the appeals that arise from the pre-arbitration stage to good faith.

In short, everything related to a chargeback must simply pass through the VROL. Till this, you must have got a basic outline of what VROL is. Let us know more about what VROL does in detail.

What does VROL do?

VROL,

  • Acts as a path for issuers and acquirers to communicate and transfer data and evidence related to the respective disputes.
  • With the gathered data, it determines whether the dispute filed is valid or not.

We know that VROL works in both allocation and collaboration workflows. But before moving to the entire VROL flow, here is a quick go-to about allocation and collaboration:

  • Allocation: The allocation flow deals with disputes related to fraud and authorized cases.
  • Collaboration: The collaboration flow deals with cases related to processing errors and consumer disputes.

The VROL Workflow:

Step 1: The cardholder contacts the issuer to file a disputed transaction, and the issuer collects the required purchase or order details from the cardholder. (Required details include: Transaction receipt, merchant details, shipping details, delivery confirmation, etc.)

Step 2: The issuer uses the gathered information and decides whether the cardholder’s claim is legitimate or not. If the claim is legitimate, the issuer designates an appropriate reason code and files the dispute in the VROL.

Step 3: Based on the reason code filed, the VROL will go through either one of the two primary dispute paths, i.e., allocation or collaboration.

Step 4: The VROL plays a distinct role in each path, and that is:

4. i) VROL’s function in the allocation workflow:

  • For the disputes filed under this category, VROL will examine the gathered information and automatically assign an initial liability either in the name of the merchant or the issuer.
  • The party who was declared liable can either accept the real-time verdict or appeal in the pre-arbitration or arbitration stage (in the case of fraud).

ii) VROL’s function in collaboration workflow:

  • In the collaboration workflow, Visa asks the merchant via acquirer to submit additional evidence to resolve the case in the dispute stage and prevent it from booming into a chargeback.
  • If the merchant fails to do so, Visa will assign the initial liability in the merchant’s name, and the dispute will become a chargeback.
  • Nonetheless, the acquirer can fight the chargeback in the representment stage by collecting the required proofs from his merchant and providing them to the issuer. The issuer further assesses the proofs to determine whether the chargeback should be reversed or not.

In a nutshell, the chargeback ratio can be gradually reduced if VROL is utilized efficiently. Nevertheless, the entire process takes a toll on the issuer and acquirer through the hefty operational costs, resources assigned, and time involved. To combat this revenue loss and to help the involved parties, our Unified Dispute Management (UDM) comes into play!

Here’s a preview of how UDM interacts with every party in the dispute ecosystem and resolves it.

Issuer:

UDM automates the complete chargeback filing process, from collecting disputes to filing them with the right reason code. Every step is seamlessly executed as UDM automatically files the dispute in the VROL database in real time.

Acquirer:

No more to-and-fro with the merchants. From notifying merchants about chargebacks and compelling evidence compilation to reminding them about responding within the turnaround time (TAT), UDM does all the communications perfectly. In addition to this, UDM also submits the required representment package to Visa within the specified SLA.

Get in touch with us today to learn more about UDM and how it can help regulate, tailor, and modernize chargeback processes and responses.

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Backspace Tech

Backspace Tech offers Fintech-as-a-Service to automate,simplify, and disrupt the payment industry by handling chargeback requests through a plug-and-play model.