Mastercard Working Session on Cardholder-Facing Declines

Payments
Merchant Risk Council (MRC)
Oct 26, 2022
Webinars

Issuers are spending a lot of money and resources managing calls into their call centers when an order is declined by a merchant, even though it was never sent to the issuer.

The messages to cardholders from merchants are often generic, such as, “Your order has a problem.” This results in the cardholder contacting their issuer, even though that issuer has no information about the order as they never received the transaction.

This session covers:

  • Mastercard’s overview of the problem
  • The issuer’s perspective, their associated costs, and the negative impact to customer experience
  • Merchants who have implemented response codes effectively
  • Challenges from a merchant’s perspective on getting excessively descriptive on decline responses
  • Proposed solutions/ideas/strategies

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· Discussion on what’s next for compelling evidence rules from Visa

This webinar is an opportunity for merchants to clarify any questions they have on pre- and post-dispute paths and how this change impacts the wider payments ecosystem. Merchants can submit questions for Visa at registration or during the live event, and the session will be available on-demand for MRC members.

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