Mastercard Academy 31.03.20 - Covid - Chargeback 2020 Version

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Dispute Resolution Management
and COVID-19
31 March 2020
Michael Oliva, Franchise Management

Mastercard Academy
On The Web
1. Dispute resolution management and COVID – 19

2. Collaboration:
• Carolyn Sweeney, Cyber & Intelligence Solutions, Mastercard
• Stefan Bishop, Head of Ethoca, Europe, Middle East and Africa
3. Q&A
©2016 Mastercard. Proprietary and Confidential.

COVID-19 Update
General info • Mastercard is closely monitoring the coronavirus (COVID-19)

situation to ensure we are taking all necessary steps to
maintain service to scheme participants.
• We recognize the importance of minimizing operational

impact and complexity.
• Q2 release delayed to reduce friction during this time. This

means rules changes for 3 to 2 cycle, pre-arbitration mandate
and elimination of 4863 Cardholder Does Not Recognize are
delayed.
• Our dispute resolution processes and chargeback cycle

timeframes continue as normal.
• Temporary exclusions to some performance monitoring

programs.
4
COVID-19 Update
The situation is constantly evolving.
Follow the Announcements for any changes.
Moving forward
Chargeback rule & process questions can be directed to:

MEA dispute.resolution@mastercard.com
Europe dispute.resolution.europe@mastercard.com
Acquirer & merchant performance monitoring:

acmp@mastercard.com

Mastercom & other technical support:
customer.support@mastercard.com
For Academy and information on a recording of this webinar:
academy@mastercard.com
5
Mastercard Academy
Agenda 1. Recent announcements

2. Best practices
3. Chargeback scenarios
4. Q&A
In the event of any conflict between information set forth in this webinar and the
Mastercard Standards, the Mastercard Standards shall in all respects exclusively
govern and the conflicting information set forth herein shall be of no effect.

6
Recent Announcements AN 3984—20.Q2 Switching Release—Deferral
Q2 release delayed Due to the unique circumstances of COVID-19,

Mastercard has made the decision to delay its Q2 2020
technical release from 17 April 2020 to 17 July 2020.
Please reference announcement AN3984 for further
details.
The technical release package will remain unchanged to

leverage the engineering and testing work performed
by customers to date.

7
Recent Announcements AN 1674—Dispute Resolution Initiative—Revised Dispute Processing and Chargeback Rules
RC 4863 Cardholder Does Now effective for first chargebacks processed on or after 17 July 2020
Not Recognize Elimination (previously 17 April 2020)
Chargeback rights for reason code 4863 (Cardholder

Does Not Recognize) will no longer be valid.

8
Chargeback Cycle Reduction Now effective for first chargebacks processed on or after 17 July 2020
(previously 17 April 2020)
Change from 3 to 2 cycle chargeback processing, the

arbitration chargeback cycle will be removed. Disputes
with a 1st chargeback processed before 17 July 2020
will be governed by 3 cycle rules and disputes with a 1st
chargeback processed on or after 17 July 2020 will
follow the 2 cycle rules
• Modified documentation requirements for the first
chargeback cycle.
Pre-arbitration used to provide progressive

•
statements and support documentation for Fraud
and Cardholder Disputes.
You can already refer to the Chargeback Guide (Dec. 2019
version) > Chapter 3 Dual Message System Chargebacks-
Initiated On or After 17 April 2020. 9
Pre-Arbitration Mandate and Now effective for first chargebacks processed on or after 17 July 2020
Requirements (previously 17 April 2020)
Pre-arbitration will be required prior to escalating to

arbitration for:
• Fraud (excluding RC 4870/70 and RC 4871)

• Cardholder Disputes
• POI Errors (except ATM)
• Any change in chargeback reason code

Revised case filing timeframes
You can already refer to the Chargeback Guide (Dec. 2019

version) > Chapter 6 Dual Message System Chargebacks-
Initiated On or After 17 April 2020. 10
TODAY POST-INITIATIVE
Now effective for first chargebacks processed on or after 17 July 2020
Chargeback
Collaboration Layer*
Second Presentment
Chargeback
Arbitration Chargeback
Second Presentment
Pre-Arbitration Pre-Arbitration
(optional) (sometimes required
Arbitration Case (45 days) – minimum 30 days)

Arbitration Case (45 days
when pre-arbitration not
required and 75 days when
pre-arbitration required)
*Collaboration is already live in some scenarios 11

Now effective for 1st chargebacks on
or after 17 July 2020
Presentment
Pre-Arbitration 90 or 540 Days Collaboration First Chargeback

depending upon
reason code and
45 Days
dispute Second Presentment
Issuer Acquirer
Pre-Arbitration Case
Pre-Arbitration
Pre Arbitration Required 30 days prior to Arbitration case • Acquirer may accept Pre-arbitration
escalation for these reasons. Escalation to arbitration case • Cardholder Dispute Chargeback
• Point of Interaction Error (except ATM Disputes) (Mastercard moves funds in payment)
must be within 75 calendar days of 2nd presentment. or
• No Cardholder Authorization
• Questionable Merchant Activity • Reject the pre-arbitration with rebuttal
• Participating Countries—Installment Billing Dispute (Issuer would have option to escalate)
• When there is a chargeback reason code change or
• Take no action
(Issuer would have option to escalate)

Issuer may file arbitration case if item not accepted & item still
in dispute: Arbitration Case
• Pre-Arbitration Required: Escalate cases requiring pre- Mastercard will make ruling decision and move
arbitration to arbitration case within 75 days calendar days
Arbitration Case funds/fees as applicable.
• Authorization Related Chargeback
of 2nd Presentment date.
• Chip Liability Shift — Counterfeit Fraud
Note: Acquirer may accept any case or Issuer may
• Pre-Arbitration Not Required: Submit arbitration case • Chip Liability Shift — Lost/Stolen/Never Received Issue (NRI) Fraud
withdraw any case any time prior to ruling.
within 45 calendar days of 2nd Presentment date when pre- • ATM Disputes
arbitration not required for these reasons. • Maestro
12
Recent Announcements
Performance monitoring Mastercard is announcing temporary changes to the Excessive Fraud

Merchant and Excessive Chargeback Merchant programs.
Excessive Fraud Merchant –Assessments suspended for 6 months.

Excessive Chargeback Merchants – Suspended for 4 months & limited to
airlines, cruise lines, passenger railways and travel agents.
For more information, refer to the Data Integrity Platform or send

questions to acmp@mastercard.com.

IN THE EVENT OF ANY CONFLICT BETWEEN INFORMATION SET FORTH IN THIS DOCUMENT AND THE MASTERCARD STANDARDS, THE MASTERCARD STANDARDS SHALL IN ALL RESPECTS EXCLUSIVELY
GOVERN AND THE CONFLICTING INFORMATION SET FORTH HEREIN SHALL BE OF NO EFFECT.
Temporary Changes to Excessive Fraud Merchant (EFM) Program - Effective April 1
EFM Monthly Criteria

Number of E-Com Fraud Chargeback Fraud Chargeback Basis 3DS Utilization
Transactions Amount Points (including Data Only Tx)
Less than 10% (Non-regulated Countries)
1,000 or more USD 50,000 or more 50 or more
Less than 50% (Regulated Countries)
• For the next 6 months, Mastercard will continue identifying merchants with excessive fraud in the
ecommerce space. Acquirers should use this information to work with their merchants to reduce fraud.
• Acquirers and merchants that take action to authenticate consumers using incremental data about the
consumer and transaction environment (device ID, IP address, location, etc.) will reduce the likelihood of
being identified in this program
• During this time, Mastercard will suspend assessments related to the EFM program. Assessments will begin
November 2020, for violations occurring in October 2020.

• Questions should be sent to acmp@mastercard.com
Temporary Changes to Excessive Chargeback Program (ECP) - Effective
April 1
ECP Monthly Criteria
ECM HECM
150 basis points + 100 chargebacks in a given month 300 basis points + 300 chargebacks in a given month
• For the next 4 months, Mastercard will suspend program identifications in the airlines, cruise lines,
passenger railways and travel agent categories since these categories have been directly impacted by travel
restrictions globally. During this period, Mastercard will continue to monitor all merchants to determine if
additional categories should be included in the list of suspensions.
• Acquirers should continue monitoring these and all other delayed-delivery merchant categories that may
have also been impacted. It is important to remain vigilant and also monitor for merchants that are taking
this opportunity to commit fraud, perpetuate a scam and/or deceive cardholders.
• If a merchant is identified in ECP, and has been directly impacted by COVID-19, acquirers can request an
extension for compliance with Standards. The acquirer must clearly explain why/how the merchant has

been impacted by COVID-19. If a COVID-19 related extension is approved, assessments will not be applied
during the extension period.
• Questions should be sent to acmp@mastercard.com
COVID-19 Update
Best Practices For Issuers & Acquirers:

• Mastercard encourages cardholders, merchants, Issuers
and Acquirers to resolve disputes amicably and flexibly.
• Prevent unjust enrichment. Issuers and acquirers are
responsible to research and identify refunds before each
chargeback cycle.

16
COVID-19 Update
Best Practices For Issuers:

• Encourage cardholders to have patience and attempt to
resolve disputes with merchants before filing chargebacks,
even if not required by the rules.
• Merchants may be closed. Advise cardholders to review
websites and emails for information about refunds or
reasonable alternatives before filing chargebacks.
• Check for refunds before filing chargebacks. Merchants
should be given at least 15 calendar days to process refunds.
Due to high volume, merchants may be taking longer to
issue refunds

• Take advantage of pre-dispute intelligence solutions to
prevent unnecessary chargebacks.
17
COVID-19 Update
Best Practices For Acquirers, consider recommending to merchants:

• When services are cancelled, proactively engage
cardholders to provide refunds or reasonable
alternatives to prevent chargebacks.
• Promptly process refunds for cancelled services after a
cardholder declines an offer for reasonable alternatives,
depending upon status of properly disclosed T&C’s or
local law.
• Take advantage of Mastercard Collaboration pre-
chargeback dispute resolution services (Ethoca) to
provide refunds and prevent unnecessary chargebacks

18
Chargeback Scenarios
What Reason Code? Chargeback message reason code 4853 (Cardholder Dispute)
governs dispute resolution for most scenarios that will arise from
COVID-19-related disputes. This includes, but is not limited to:
• Goods or Services Not Provided
• Goods or Services Were Either Not as Described or Defective
• Credit Not Processed
• Failed Travel Merchant – Intra-EEA and Domestic European
Transactions Only

19
There may be a chargeback right when:

• Services are refundable and the merchant fails to process a refund upon
cancellation as per the T&C’s.
• The merchant has cancelled delivery of goods or services.
• An event (e.g. concert, sports event) was changed or postponed due to
COVID-19 restrictions; however, the cardholder cannot or does not want
to attend on the new date.
• Flights are cancelled for a holiday package, even if part of the package
(e.g., hotel, cruise) remain available to the cardholder.

20
There is likely no chargeback right when:

• The cardholder chooses not to use a service that is made available by a
merchant or cannot access the service because of a travel ban or
quarantine.
• The cardholder is unable to use available services because of travel
restrictions on the cardholder.
• The cardholder has been charged a no-show fee because they didn’t cancel
a hotel reservation as per the cancellation policy.
• The cardholder missed their flight (for any reason) and as a result, missed
a subsequent separate non-refundable service, such as a cruise or prepaid

hotel reservation.
21
Reasonable Alternatives When services are cancelled, Mastercard strongly encourages

merchants to promptly process refunds or proactively offer
cardholders reasonable (ex: vouchers or store credit).
Ultimately, if an amicable resolution can be reached between the
cardholder and the merchant, this will be beneficial to the entire
payment ecosystem during this difficult situation.
Reasonable alternatives cannot be imposed on the cardholder in
lieu of a refund, depending upon properly disclosed T&C’s or local
law.
There may be a chargeback right if a cardholder declines a
merchant’s offer for a reasonable alternative but the merchant

refuses to process a refund.
22
Other General Questions There may be a chargeback right when:

• The cardholder has ordered goods to be delivered but they
have not arrived by the scheduled or mutually acceptable
extended delivery date.
There is likely no chargeback right:

• Concerning out of pocket expenses incurred by the
cardholder after a merchant cancelled services.

23
Collaboration
31 March 2020
Carolyn Sweeney, Cyber & Intelligence Solutions, Mastercard
Stefan Bishop, GM Ethoca, Europe, Middle East and Africa
24
MASTERCOM DISPUTE RESOLUTION
Participation in Merchant Collaboration
Issuers Merchants
o Matercom is mandatory for all Mastercard customers from 17 o Merchants may optionally choose to participate directly.
April 2020 Merchants may choose to participate through their acquirer in
2020
o Issuers already using Ethoca today for 100% of their fraud and
dispute data should continue to work through Ethoca to o New Merchants are onboarded regularly to Ethoca’s merchant
participate in merchant collaboration network
o Mastercom will cross-check transactions being initiated o For merchants who do not participate in Collaboration,
Participation through Mastercom Claims Manager with the Ethoca Mastercom releases the chargeback from Collaboration and
database to ensure proper coverage through both the processes it through the standard chargeback process within
Mastercard and Ethoca networks the same business day that it is created
o No customer enrollment forms required

o Customers must be migrated to Mastercom Claims Manager
to participate in the Collaboration

o Mastercom Collaboration connects issuer disputes directly to o Merchants may also contact Mastercard to request access to
merchants with no technical changes required to Mastercom Mastercom Collaboration
Claims Manager migration
Implementation
o If the refund is not received within 20 days of the 5000
message, the Issuer can raise the chargeback in Claims
Manager indicating that the refund has not been received. 25
3 Mastercom attempts a quick resolution via collaboration

with merchant
FAQs
o If the merchant refunds the dispute, then the dispute is resolved—once and done—and the
issuer receives notification within Mastercom in the form of a response code indicating the
Merchant
claim has been resolved/rejected.
o If the merchant cannot resolve the dispute during this time, the transaction quickly flows
through Mastercom as a business-as-usual chargeback claim.
o The following new reason code is populated for rejected/resolved chargebacks during
Collaboration in the TQR4 Reconciliation Report. Funds movement follows the business-as-
usual process that merchants recognize today.
Reject Reason Description (descriptions only displayed in Mastercom User Guide)

Code
5000 Merchant refunded the dispute
26
Collaboration enables dispute insights for quick resolution

Collaboration & reconciliation process
Start 1 2 3
CONSUMER ISSUER MASTERCOM COLLABORATION MERCHANT
Mastercom places first

Initiates dispute chargeback in “pending” status
Mastercom Claims Manager Merchant receives
Receives and sends to the Ethoca first chargeback
provisional/full Initiates first chargeback merchant network notification
credit from GL
account
4 RESULTS
Receives refund Merchant processes refund

from merchant RESOLUTION – MERCHANT REFUNDED directly to consumer
Cardholder Views merchant refund details Mastercom changes chargeback
debited for in Mastercom Claims Manager
and TQR4 report for RRC 5000 status from “pending” to
provisional/full “rejected”
credit Debits cardholder the
disputed amount to credit + Reject Reason Code 5000 in

general ledger account for TQR4
provisional/full credit
Receives dispute NO RESOLUTION

status updates Mastercom Claims Manager
from issuer • Mastercom immediately changes
Processes chargeback chargeback status from No merchant refund
Receives credit Issuer reconciles chargeback “pending” to “processed status”
from chargeback • Funds move in Clearing
27
MasterCom and Dispute Resolution Update
Product Documentation – Mastercom
AN 2542—Announcing Mastercom Collaboration for Issuers, Acquirers, and Merchants - updated on 28 of Feb 2020
MasterCom User Guide – updated 5 March 2020
MasterCom Collaboration FAQ - updated on 28 of Feb 2020

28
Should Issuers Choose to Go Direct to Ethoca or Use Claims Manager for
Merchant Collaboration?
• Ethoca and Mastercard are anxious to support you during this Covid 19
pandemic. There are substantial benefits of remaining opted in to
Mastercom Collaboration since it can help quickly resolve a dispute once-
and-done BEFORE the high volumes of chargebacks and multiple cycles
and operational costs.
• Issuers can now either address disputes and obtain merchant refunds via
MASTERCOM COLLABORATION
• Or, collaborate with merchants via ETHOCA directly, which is upstream

from Mastercom Claims Manager and the more effective place to resolve
disputes with merchants
29
What is Ethoca?
Overview Layered Defensive Solutions
Ethoca is the world’s largest collaboration 1

Ethoca Eliminator
network. Connecting thousands of card Stops friendly fraud by providing
issuers and ecommerce merchants, its detailed merchant order and
solutions: purchase history information to
cardholders and issuers in real-
o Improve customer experience
time.
o Fight genuine and friendly fraud 2
Ethoca Alerts
o Eliminate chargebacks
Fights fraud and chargebacks by
o Increase transaction acceptance delivering advanced warning of

fraud and disputes from issuers to
o Reduce operating expenses
merchants.
30
What is Ethoca?
A Network Second to None Leading the Way
▪ 8,000+ CNP merchants Award- Unmatched Fully Scheme

winning Global Agnostic
▪ 244,000+ active merchant descriptors
Products Footprint
32 global Coverage across All major card
▪ 5,075+ of the world’s leading issuers awards 70+ countries brands
▪ $195M+ of fraud stopped in 2019

▪ 22M+ chargebacks avoided since 2011
▪ $4B+ in alert value sent since 2011
31
Ethoca Alerts: How it Works
Issuer notifies Ethoca of cardholder- Ethoca transmits an

confirmed fraud or dispute. alert to the merchant.
1 2
4 3
Ethoca transmits alert Merchant stops fulfillment and

outcome to the issuer. refunds the customer to avoid chargeback.

32
MASTERCOM COLLABORATION LAYER
The Mastercom Claims Manager dispute platform has integrated directly with
Ethoca’s merchant network to facilitate collaboration
First Chargeback data is Request for status Gathers information

Feeds disputed and evaluates
Cardholder calls issuer to sent to Ethoca’s network
transaction to
initiate dispute of 6,500 global
Mastercard
merchants for resolution
Response options:
1) Resolved:
Consumer Avoid formal chargeback by
Response to Cardholder Issuer Response resolving dispute with refund Merchant
2) No Resolution
Move formal chargeback
forward via Mastercom
Mastercom Collaboration
1) All first chargeback data initiated by Mastercard Issuers will be sent to Ethoca Merchant Network to
attempt Collaboration before a formal chargeback is created

2) Collaboration will provide issuers and merchants the opportunity to efficiently resolve disputes and
avoid chargebacks
3) Refund is processed BAU by the merchant with Mastercom Claim moving from “pending” to “rejected”
and TQR4 5000 messages (merchant is refunding) used by Issuers to reconcile funds
33
Issuers should still integrate directly with the Ethoca Alerts service in order realise the greatest
ROI
Yes
Case closed!
Merchant Resolves No
Issuer sends Ethoca sends Alert Ethoca Alert with
cardholder dispute to merchant refund ✓ Claims Manager ✓ Chargeback is processed
detail to Ethoca network for checks that issuer as BAU Chargeback
network prior to resolution ICA is opted-out of
chargeback Collaboration and
Chargeback allows dispute to
Proceeds in Claims process
Manager
Issuer Benefits of Direct to Ethoca

1. Low Value & Issuer Liable recovery – 3DS and below write-off threshold recoveries are now possible
2. Lower Cost and Higher Performance – reduced processing cost and fees and improved speed of data

flow
3. Brand Agnostic Coverage – All dispute types regardless of transaction brand, transaction type,
amount or chargeback rule can be sent directly to Ethoca to attempt transaction recovery
4. Satisfies Mastercom Collaboration requirements (it’s already done before a chargeback is even
created) 34
Issuers will realise the greatest ROI by integrating directly to Ethoca
Dispute Collaboration Mastercom Dispute

Direct to Ethoca
Features Collaboration
Access to the Ethoca merchant
network
Fraud AND Non-Fraud Disputes
Coverage
Low Value / Below CB Threshold
Recoveries
3DS Issuer Liable Recoveries
Occurs Before the Chargeback Process

so less processing effort / lower cost

Speed of Alert Provides Enhanced Fraud
Prevention and Recoveries
Brand Agnostic Coverage

35
Why do Merchants Embrace Collaboration?
More prevented chargebacks and recovered revenue
Reduced fraud losses
Brand agnostic coverage – global leader in confirmed fraud and

dispute intelligence across all card brands
Dramatic recent growth in global data sets/sources (Mastercard SAFE

since August ‘19 and Mastercard pre-Chargeback Alerts (“Collaboration”) since October
‘19)

• Merchants can be set up for web portal access and start working alerts
within 24 hours
• We are extending promotional offers to T&E merchants right now to
quickly help them address their growing dispute volumes
36
What other “Covid19” considerations might there be right now?
• Customers are concerned about growing volumes they will not be able to manage.
• Collaboration is THE solution for resolving high volumes of disputes BEFORE they
become a chargeback.
• Ethoca’s focus on adding more merchants at this time directly benefits Issuers and
Acquirers through reduced Chargeback volumes.
• Additionally - Issuers – if you process more than 20,000 chargebacks in total
annually, you can immediately reduce your Chargeback Volumes by 15-35% by
simply implementing Ethoca UPSTREAM of the chargeback process.
➢ Sign Ethoca Enrolment Form

➢ Implement in 2 easy steps (build file and wait for refunds before having to raise
Chargeback)
37
Questions & answers
Review Dispute Resolution Management During COVID-19, available as an

attachment to AN3984 in the Technical Resource Center.
Follow-up rule & process questions can be directed to:
Global dispute.resolution@mastercard.com
Europe dispute.resolution.europe@mastercard.com
Acquirer & merchant performance monitoring:

acmp@mastercard.com
Mastercom & other technical support:

customer.support@mastercard.com

For Academy and information on a recording of this webinar:
academy@mastercard.com.
38
We’re Ready to Help You
• Mastercard is closely monitoring the coronavirus (COVID-19) situation to

ensure we are taking all necessary steps to maintain service to our
customers.
• We recognize the importance of minimizing operational impact and

complexity.
• Please reach out to the Mastercom or Ethoca teams directly with any
further questions or concerns:
carolyn.sweeney@mastercard.com for EU
Sidharth.nair@mastercard.com for MEA

stefan.bishop@ethoca.com
39

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Today’s session will start shortly … so here are some tips

AUDIO & VIDEO SETTINGS MATERIALS

1. Use a headset connected to your PC FEEDBACK

©2019 Mastercard. Proprietary and Confidential

Michael Oliva, Franchise Management

1. Dispute resolution management and COVID – 19

©2016 Mastercard. Proprietary and Confidential.

General info • Mastercard is closely monitoring the coronavirus (COVID-19)

• We recognize the importance of minimizing operational

• Q2 release delayed to reduce friction during this time. This

• Our dispute resolution processes and chargeback cycle

©2017 Mastercard. Proprietary and Confidential.

• Temporary exclusions to some performance monitoring

Chargeback rule & process questions can be directed to:

Acquirer & merchant performance monitoring:

©2017 Mastercard. Proprietary and Confidential.

Agenda 1. Recent announcements

©2017 Mastercard. Proprietary and Confidential.

Q2 release delayed Due to the unique circumstances of COVID-19,

The technical release package will remain unchanged to

©2017 Mastercard. Proprietary and Confidential.

Chargeback rights for reason code 4863 (Cardholder

©2017 Mastercard. Proprietary and Confidential.

Change from 3 to 2 cycle chargeback processing, the

©2017 Mastercard. Proprietary and Confidential.

Pre-arbitration will be required prior to escalating to

• Fraud (excluding RC 4870/70 and RC 4871)

©2017 Mastercard. Proprietary and Confidential.

You can already refer to the Chargeback Guide (Dec. 2019

©2017 Mastercard. Proprietary and Confidential.

*Collaboration is already live in some scenarios 11

Pre-Arbitration 90 or 540 Days Collaboration First Chargeback

©2017 Mastercard. Proprietary and Confidential.

Performance monitoring Mastercard is announcing temporary changes to the Excessive Fraud

Excessive Fraud Merchant –Assessments suspended for 6 months.

For more information, refer to the Data Integrity Platform or send

©2019 Mastercard. Proprietary and Confidential

EFM Monthly Criteria

©2019 Mastercard. Proprietary and Confidential

©2019 Mastercard. Proprietary and Confidential

Best Practices For Issuers & Acquirers:

©2017 Mastercard. Proprietary and Confidential.

Best Practices For Issuers:

©2017 Mastercard. Proprietary and Confidential.

Best Practices For Acquirers, consider recommending to merchants:

©2017 Mastercard. Proprietary and Confidential.

©2017 Mastercard. Proprietary and Confidential.

There may be a chargeback right when:

©2017 Mastercard. Proprietary and Confidential.

There is likely no chargeback right when:

©2017 Mastercard. Proprietary and Confidential.

Reasonable Alternatives When services are cancelled, Mastercard strongly encourages

©2017 Mastercard. Proprietary and Confidential.

Other General Questions There may be a chargeback right when:

There is likely no chargeback right:

©2017 Mastercard. Proprietary and Confidential.

Carolyn Sweeney, Cyber & Intelligence Solutions, Mastercard

Stefan Bishop, GM Ethoca, Europe, Middle East and Africa

Participation in Merchant Collaboration

o No customer enrollment forms required

©2016 Mastercard. Proprietary and Confidential.

3 Mastercom attempts a quick resolution via collaboration

©2016 Mastercard. Proprietary and Confidential.