Management and Economics
| Open Access |
DOI: Principles of Successful Pre-Arbitration Disputes in International Payment Systems (Visa and Mastercard)
Katsyarina Sabaleuskaya , Leading Specialist of the Processing and Claims Department of Alfa-Bank CJSC (Belarus) Minsk, BelarusAbstract
In the context of the globalization of e-commerce, effective management of customer disputes (chargebacks) has become a critically important factor for the financial stability of merchants. This article presents a comprehensive analysis of pre-arbitration dispute resolution procedures in the leading international payment systems—Visa and Mastercard. The study examines in detail the dispute lifecycle, the roles of key participants, and the regulatory framework of the process. A comparative analysis is conducted of the structural and philosophical differences in the approaches of Visa (Visa Claims Resolution system) and Mastercard (Mastercom platform), highlighting their impact on merchant strategy. Based on an examination of operational regulations and practical case studies, four fundamental principles of successful pre-arbitration resolution are formulated: proactive prevention and data integrity, procedural expertise and time discipline, strategic evidence management, and economic rationality. The article will be useful for practitioners, legal professionals, and managers responsible for risk management and revenue protection in the field of e-commerce.
Keywords
chargeback, pre-arbitration resolution, Visa, Mastercard, dispute management, payment systems, representment
References
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Copyright (c) 2026 Katsyarina Sabaleuskaya
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