APRP Chargebacks & Dispute Resolution 4

Question 1

A merchant receives a chargeback under Visa reason code 13.1 (Merchandise/Services Not Received). Which document would MOST effectively rebut this dispute?

Accepted Answer

Signed delivery confirmation from a major carrier showing delivery to the cardholder's address

Answer

Signed proof of delivery showing the cardholder's address received the goods is the strongest evidence to rebut a 'not received' chargeback.

Question 2

Under Mastercard's dispute resolution framework, what is the maximum number of days an issuer has to file a chargeback after the transaction processing date for most dispute categories?

Accepted Answer

120 days

Answer

Mastercard generally allows issuers 120 days from the transaction processing date to file a chargeback for most dispute reason codes.

Question 3

A customer claims they returned merchandise but the merchant disputes receiving it. This scenario BEST describes which chargeback condition?

Accepted Answer

Credit not processed

Answer

When a customer has returned goods and a credit has not been issued, the appropriate chargeback reason is 'credit not processed.'

Question 4

During the pre-arbitration phase of a Visa dispute, the issuer rejects the merchant's representment. What is the merchant's NEXT available step?

Accepted Answer

File for arbitration with Visa

Answer

If pre-arbitration is rejected, the acquiring bank may escalate to formal Visa arbitration for a binding ruling.

Question 5

Which metric BEST measures the financial impact of chargebacks on a merchant relative to their overall sales volume?

Accepted Answer

Chargeback-to-transaction ratio

Answer

The chargeback-to-transaction ratio (total chargebacks divided by total transactions) is the primary metric card networks use to monitor merchant chargeback performance.

APRP - Accredited Payments Risk Professional Practice Test

APRP - Accredited Payments Risk Professional Practice Test

APRP Chargebacks & Dispute Resolution 4