System Expected To Ease Resolution Process

Visa said it has begun to implement system upgrades that should expedite the process for resolving cardholder purchase disputes. The card association said it is increasing automation and communication, streamlining rules and procedures, and using electronic transmission in place of paper documents. Dubbed "Re- Engineering Disputes," or RED, Visa-issuing institutions are being moved to Visa Resolve Online, a web-based tool it says will be a key component of the initiative. The goal is to resolve cardholder disputes within one billing cycle. Visa VP Dave Van Horn said that initial system upgrades have been a significant factor in the 21% decline of chargebacks in 2002, resulting in approximately $238 million in fewer losses, a significant savings for merchants. He said that issuing institutions are also achieving savings of time and money from the simplified process.