Why would a seller want to participate in both RDR and CDRN?
Both RDR and CDRN serve the same objective of resolving disputes at the pre-dispute stage. A seller would participate in RDR for global Visa coverage, and participate in CDRN for non-Visa issuers and direct-to-Verifi issuers to increase their issuer coverage. So, if the seller’s consumer belongs to cards across Visa’s portfolio and non-Visa cards, then the seller would be fully covered.
Is it possible to receive a CDRN case and an RDR notification for the same transaction?
No, it is not, because the issuer input would come from different sources. A seller can only receive RESOLVE notifications from either a direct-to-Verifi issuer submitting a case via CDRN, or it would be an issuer using Visa Resolve Online submitting a pre-dispute through the RDR flow.
Are 100% of acquirers facilitating RDR at this time?
Acquirers are notified of RDR-resolved pre-disputes via a new field in the existing TC15 transaction message from Visa. It is the acquirer’s responsibility to update their system to interpret this new field.
What are the integration options for RDR?
The MyCDRN web portal is the current path for retrieving RDR information, as well as CDRN information. In the future, the API will retrieve this information, as well. Currently, an API participant will receive access to the MyCDRN web portal as part of their onboarding process.
Is there a default or a recommended RDR rule for those who want to refund all RDR cases?
For sellers who want to have a catch-all, they can simply set a transaction amount greater than their typical daily processing amount.
How does an RDR refund get back into the customer’s bank account, and how are all parties notified?
As part of RDR, Visa is adding an additional field in the TC15 message that identifies it as an RDR transaction. Visa sends this TC15 message to the acquirer on behalf of the issuer. Therefore, the refund happens on the existing messaging flow, but for an RDR reason. The field is passed from the issuer to the acquirer to reconcile, and the funds are moved back from the acquirer to the issuer and deposited into the customer’s account. During this process, the issuer gets the notification and can see why the dispute was accepted, and the acquirer sees information as to why the funds were accepted and when. Sellers should reach out to their acquirer(s) to determine how RDR cases will appear on their acquirer reporting.
Will issuers in other countries be adopting RDR?
Yes, all issuers will have the ability to activate RDR. It is a global solution.
Is the network of issuers on RDR the same as the network that was on CDRN, or is it different?
RDR is optional to all global Visa issuers (100%) with limited to no technical changes required. Removing issuers already using CDRN, we expect the lift at launch to be 7% of total Visa disputes, and Verifi’s total Resolve coverage to represent up to 57% of all card brand disputes.
Are there any conflicts between Visa’s offline refund system and RDR?
No, there is no conflict between these two products because one is at the pre-dispute stage and one is at the later stage. Visa’s systems have checks to make sure there are no duplicates of credits processed for RDR events.
How quickly is a merchant notified that their customer has been refunded and the dispute has been prevented?
The confirmation is available in real-time in the MyCDRN web portal. The moment that a case is resolved the information is available. It’s up to the merchant to log in and retrieve that information or wait until their daily summary email for a recap.
Will RDR resolved disputes count against the Visa dispute ratio?
No. RDR disputes and pre-disputes will not count against the dispute ratio.
How should the client document in their system whether or not RDR will be on the daily VAE files? What they should look out for.
The VAE file will not include the RDR information. There will be a separate avenue for users to retrieve that information. Users will receive access to the MyCDRN web portal to retrieve details there.
How often can I change my rules?
Once a rule has been created, sellers have the ability to request an edit at any time via a support request. The support team can suspend the rule, remove the rule, or update the rule per the seller’s request.
What system would the client go into to review both CDRN and RDR cases?
CDRN, RDR, and INFORM are all housed within the same web portal, the MyCDRN interface.
If an RDR case does not hit the rules that have been defined by the seller, then how are they informed that the rules were not triggered in the portal?
When a case is submitted to RDR and does not trigger any rules defined by the seller, it will be declined and designated with status code 957. The pre-dispute will then be filed by the issuer as a chargeback, as liability has been declined. If there is an outcome of “accepted” (liability), the case will be designated with a status code of 103. This information can be retrieved in real-time by logging into MyCDRN or reviewed in the daily batch email.