What Visa Claims Resolution changed
Verifi, Visa's dispute company, describes the change as 22 reason codes consolidated into four categories. They are numbered 10 to 13, and each holds numbered dispute conditions, such as 10.4 for other fraud in a card-absent environment.
VCR also split disputes into two workflows:
- Allocation, for fraud and authorisation: Visa's system checks the dispute automatically and assigns liability, and the merchant's side can answer only through pre-arbitration
- Collaboration, for processing errors and consumer disputes: the acquirer sends a dispute response, and the two sides exchange evidence
How Visa Claims Resolution works today
VCR is not a product to buy: it is how every Visa dispute runs. The process lives in Visa Resolve Online, which Visa says assigns liability automatically for approximately 80% of disputes on Visa transactions.
The Visa Core Rules of 18 April 2026 keep the two routes, without the workflow names. Each step has a limit of 30 calendar days, and the filing for arbitration 10.
Why Visa Claims Resolution matters to a payment provider
A gateway that serves both schemes maps Visa's conditions and Mastercard's reason codes to one internal model, with the evidence each one needs. On fraud disputes the room to respond is narrow, so prevention before the dispute counts for more than the reply after it.
VCR, VROL or Mastercom?
- Visa Resolve Online
- The system issuers and acquirers work in. VCR is the process and the rules that the system runs.
- Mastercom
- Mastercard's dispute system, which keeps chargeback cycles and reason codes.
Where Visa Claims Resolution shows up in a platform
Modules that do the work
- Card acquiringCard acceptance on the phone, in store and online, through the acquirer you choose.
- Fraud & riskReal-time fraud scoring, limits and case management, with the risk engines you already trust.
- BackofficeOne console to run the platform: customers, money, risk, content and staff permissions.
Platforms that need it
Where it is written
The laws and standards this page's facts come from.
- Visa Core Rules and Visa Product and Service Rules, 18 April 2026: section 11.2
- Verifi, Visa Claims Resolution and merchant liability
- Visa Developer Center, Visa Resolve Online
General information, not legal advice: what applies to you depends on your services and your market.