Our webinars bring together industry experts and practical know-how to help issuers tackle their most pressing challenges. Browse the full library to watch on-demand, revisit key discussions, and find ideas to strengthen your operations.

Webinars

We explore a strategic approach to risk, fraud, and dispute management that helps issuers protect their customers and their bottom line. You’ll hear practical advice, lessons from the field, and ideas for turning operational challenges into long-term strengths.

What does it take for issuers to stay ahead in an environment where fraud and disputes are constantly evolving? This webinar takes a fresh look.

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The Issuer’s Edge: Rethinking risk, fraud & disputes

Learn about the operational challenges and risks associated with the fraud & dispute process for banks and explore strategies and best practices benefitting both banks and their cardholders.

Fraud & Disputes

 emerging as a top challenge for nearly 69% of financial institutions, the stakes for effective dispute management have never been higher. That’s why understanding and mastering the frameworks provided by major payment networks is no longer optional. Visa provides a comprehensive set of solutions designed to manage transaction disputes and enhance fraud control for issuing banks. These solutions help establish a clear process for handling every transaction dispute.

What is Visa's suite of dispute management solutions?

Visa provides a comprehensive set of solutions designed to manage transaction disputes and enhance fraud control for issuing banks. They generally focus on several key areas, each with specific tools and processes:

VROL is Visa's primary online platform for managing chargebacks and other disputes. It provides a centralised system for financial institutions to submit and respond to dispute cases, upload supporting documentation, and track the status of disputes. VROL helps make the dispute resolution process more organised.

Introduced to modernise and speed up the dispute process, VCR shifted from a liability-based model to a more automated, evidence-based process. It categorises disputes into two main flows: "Fraud" and "Authorisation, Processing, and Cardholder Dispute." VCR aims to reduce dispute processing times and improve the accuracy of decisions.

RDR is a pre-chargeback solution by Verifi (a Visa company) that allows merchants to resolve disputes before they escalate to a formal chargeback. Merchants can set up rules to automatically refund transactions that meet certain criteria, preventing chargebacks and reducing associated fees and administrative burdens for both merchants and issuers.

Order Insight provides issuers with enriched transaction details, like the merchant’s name, purchase description, delivery information, and customer service logs, right at the point of cardholder inquiry. It helps resolve “I don’t recognise this charge” disputes instantly, often without needing to escalate the case at all.

VRAD uses Visa’s own risk analytics to automatically generate and route certain fraud-related disputes. This reduces the need for manual case creation and ensures that legitimate disputes are submitted quickly and accurately.

This consultative service helps banks improve their internal dispute processes, by identifying workflow gaps, analysing case data, and recommending improvements that reduce case handling time and boost dispute win rates.

Together, these tools form a powerful ecosystem that brings clarity and structure to the often-dreaded dispute processes. 

Why understanding Visa’s reason codes is critical

To resolve disputes effectively, issuing banks need more than just tools. You also need to understand the logic behind each case. That’s where Visa’s reason codes come in.

Each dispute submitted through Visa’s network must be assigned a specific reason code that explains why the charge is being challenged. These codes affect the 

Without properly categorising disputes, banks risk delayed decisions, lost revenue, or unnecessary effort.

Here’s a quick breakdown of the most common categories:

Covers transactions the cardholder claims they didn’t authorise (e.g. 10.4: Card-not-present fraud). These cases often rely on supporting data like AVS, CVV, or device logs.

Applied when transactions were processed without proper authorisation or approval (e.g. 11.2: No authorisation).

These include duplicate transactions, incorrect amounts, or refunds not processed correctly.

Ranging from non-receipt of goods (13.1) to cancelled subscriptions (13.2), these disputes require clear records such as tracking numbers, cancellation confirmations, and merchant communication.

Understanding which reason codes appear most frequently in your portfolio can help shape fraud prevention, cardholder education, and dispute strategy.

Using Visa's dispute management solutions effectively brings several clear advantages for issuing banks:

By providing clear guidelines and processes, Visa's solutions help banks handle the volume of disputes more efficiently, reducing manual effort and operational costs. 

By providing tools and procedures for identifying and disputing fraudulent transactions, banks can improve their recovery rates and reduce financial losses due to fraud. 

A well-managed dispute process leads to faster resolution and more transparent communication with cardholders, ultimately increasing customer satisfaction. 

 is fully integrated with Visa’s suite of dispute services, including the Cardholder Dispute Resolution Network (CDRN) and Rapid Dispute Resolution (RDR) via Visa Resolve Online (VROL). These integrations enable Amiko to unlock the full potential of Visa’s dispute resolution infrastructure, delivering real-time efficiency, pre-dispute automation, and seamless case handling.

As the first Swiss fintech to join Visa's Fintech Partner Connect program, Rivero is positioned to provide Visa's clients with innovative solutions, allowing them to focus on growth and better serve their customers.

Technology is often the foundation for efficient and customer-centric payment operations. By embracing frameworks and leveraging technology, banks can simplify their processes, manage risk and scale. Disputes aren’t going away, but with the right approach, they don’t have to be a burden.

Disputes are on the rise. And with first-party fraud emerging as a top challenge for nearly 69% of financial institutions, the stakes for effective dispute management have never been higher. That’s why understanding and mastering the frameworks provided by major payment networks is no longer optional. 

Visa suite of dispute

Understanding Visa's dispute management solutions: A guide for issuing banks

We explore why license holders remain fully responsible for compliance, even when outsourcing. From hidden dependencies to missed updates, the risks are real — but manageable with the right oversight. Learn what to watch for, and how to keep your compliance processes watertight without overloading your team.

Working with a processor or third party can ease the burden of compliance, but it doesn’t make you immune to the risks. This webinar explains why.

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The hidden risks of "outsourcing" payment network compliance

In this section, you can read featured success stories from banks that have leveraged our products.

Success Stories

Cembra, a leading provider of innovative financing and payment solutions in Switzerland, has committed to delivering top-tier services to its customers. In 2023, Cembra implemented 

, Rivero’s end-to-end solution for chargeback management. The goal behind this partnership was clear: simplify customer support process, reduce manual workload, and create a better customer experience.

“Our customers expect fast resolution. Consequently, operational excellence became a priority for us, to maintain the level of service we are committed to. Amiko allows us to resolve requests quickly and efficiently. And we are continuing to improve our customer experience every day,”

 says Alona Eiduka, Chief Operating Officer at Cembra.

Guided by a “virtual agent”, Cembra’s cardholders can initiate chargeback requests at any time, directly through the Cembra App, reducing reliance on customer service personnel and making the process quicker, more transparent and user-friendly. Within just a few weeks after the roll-out, around 75% of all inbound chargeback inquiries were handled via the virtual agent in the Cembra App. 

By automating key steps in the claims process, such as case creation, fraud reporting and chargeback handling, Amiko significantly reduces Cembra’s manual workload. 

“We’ve achieved great efficiency gains, especially with bulk actions

, says Jessica Darioli, Team Manager in Customer Service at Cembra.

Amiko’s direct integration with Mastercard also meant that Cembra could resolve disputes directly through the card networks, eliminating the need for complex and lengthy system integrations with the processing system. 

“The introduction of Amiko’s virtual agent for self-service has led to a reduction in cycle time for cardholder inquiries, streamlined our processes, and increased customer satisfaction. This has been a key factor in enhancing customer retention and reducing operational strain,” 

says Joël Valentin, Team Manager Fraud at Cembra.

Since implementing Amiko, Cembra has experienced broad improvements:

How Cembra improved chargeback support with Amiko: faster resolutions, automation, and higher customer satisfaction via 24/7 virtual agent.

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How Cembra modernised cardholder support with Amiko

We are frequently invited as guest speakers on topics related to payments. Here you will find our latest appearances.

Podcasts

We recently had the pleasure of joining the Swisspreneur podcast, where our co-founders Fatemeh Nikayin and Thomas Müller sat down with host Silvan Krähenbühl to talk about Rivero’s journey, the future of compliance tech, and what it really takes to build trust in one of the world’s most conservative industries: banking. 

🎧 Listen to the full episode here:



In this candid conversation, Fatemeh and Thomas shared insights on how Rivero evolved from a bold idea into a trusted partner for banks across Switzerland and beyond. They discussed the early challenges of building a startup in a tightly regulated environment, and why solving real pain points, like card dispute handling and scheme compliance, requires more than just good software. It takes credibility, consistency, and a deep understanding of how banks actually work.

A key theme of the episode is how Rivero puts people, not just processes, at the center of compliance. Thomas explained how our products, Kajo and Amiko, are designed to empower banking teams by simplifying complexity and eliminating unnecessary friction. Fatemeh added how important it is to listen to customers early and often, especially when you're asking them to rethink how they’ve worked for years.

Rivero’s Swiss roots play an important role in how we think about security and reliability. Fatemeh talked about how Switzerland’s reputation for trust and discretion aligns naturally with the kind of company we’re building, one where compliance is no longer a burden, but a strategic advantage.

💬 “Our goal is to make compliance a driver of innovation, not something that holds it back.” – Fatemeh Nikayin

In this blog post, we recap Rivero’s recent appearance on the Swisspreneur podcast, where co-founders Fatemeh Nikayin and Thomas Müller share their journey of building a startup in Switzerland. Discover how Rivero is reshaping payment network compliance through technology, what it means to earn trust in banking, and why putting people first is key to innovation in the financial sector.

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🎧 Building Trust Through Technology: Rivero on the Swisspreneur Podcast

From case resolution times to recovery rates, the right data can guide smarter decision-making and better results. We’ll walk through the essential KPIs for issuers, how to track them effectively, and how to use them to improve both compliance and customer satisfaction.


Watch the webinar on-demand 

Without the right metrics, it’s hard to know if your fraud recovery and dispute management strategy is working. This webinar helps you focus on the KPIs that truly matter.

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Are you flying blind? The KPIs every issuer needs for fraud and dispute recovery

In a recent episode of SoarPay’s PayPod, Rivero's Co-Founder and Chief Growth Officer, Fatemeh Nikayin, dived into the transformative role of Machine Learning in modernizing payment dispute processes for banks. 

During the conversation, the importance of data sovereignty in SaaS solutions for banks is highlighted. With our solutions 

 designed with privacy and compliance at their core, Fatemeh emphasizes how automation not only streamlines operations but also serves as a pivotal tool in building and maintaining customer trust. 


A key takeaway from the conversation is the nuanced application of AI in regulated industries. Fatemeh advocates for a balanced approach that combines rule-based automation with human oversight, ensuring both efficiency and compliance.

Have a listen below:



Rivero Co-Founder Dr. Fatemeh Nikayin recently joined SoarPay’s PayPod to discuss how AI-powered solutions are transforming payment dispute management, enhancing customer trust, and modernizing banking operations

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🎧 Automating Bank Disputes to Build Trust

News

We’re proud to partner with Swissquote to enhance their customer experience when it comes to dispute management with our all-in-one SaaS dispute management solution 

By leveraging Amiko’s case management as well as intelligent self-service chatbot, Swissquote is streamlining back-office and front-office dispute operations, reducing manual effort, and improving the dispute experience for their customers.

Together, we’re setting a new standard for efficient, automated, and customer-first dispute management in the banking industry.

We’re proud to announce our partnership with Swissquote, aimed at transforming dispute management through Rivero’s all-in-one SaaS platform, Amiko. By leveraging Amiko’s advanced case management features and intelligent self-service chatbot, Swissquote is optimizing both back-office and front-office operations, significantly reducing manual workloads and enhancing the customer experience.

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Rivero Partners with Swissquote to Elevate Dispute Management Using Amiko

Learn about the operational challenges and risks associated with compliance with payment networks like Visa and Mastercard and find out how to simplify this process and make it more manageable and efficient.

Scheme Compliance

Given that a large number of compliance requirements from payment networks, such as Visa and Mastercard, impact the payment processing rail, many assume that payment network compliance can be outsourced to payment processors, especially since most changes are likely to affect the payment processing systems. 

But that’s a risky shortcut. This increases the risk that the license holder (issuer or acquirer) may miss compliance updates or requirements, which can result in significant financial or operational issues.


Why outsourcing payment network compliance is not a good idea


Sometimes, card issuers or acquirers completely rely on their processor to manage compliance with Visa and Mastercard because they assume:    

As a result, they do not see the need to have in-house experts managing payment network compliance. But, from the payment networks’ perspective, issuers and acquirers remain fully accountable for any non-compliance or oversight. And it goes beyond technical updates: the communications from payment networks also cover critical non-technical information, such as fee changes, interchange updates, and product modifications, that typically concern only the licensees and not the processors. 

Relying solely on a processor for timely access to such updates can increase the risk of missing key information, which could potentially lead to financial and operational consequences for the bank.

  
The risks of delegating network compliance solely to processors 


While processors are responsible for parts of the compliance updates when impacting the processing side, they are not liable to the payment networks when it comes to non-compliance. The principal license holder remains fully accountable to the payment networks. 

During compliance audits, payment networks expect license holders to demonstrate both external and internal oversight. Even if certain payment services are outsourced, the bank, as the principal license holder, still needs to ensure that third-party service providers are compliant with the latest updates. 

Payment networks are clear: you can outsource the work, but not the responsibility.  Outsourcing an area of business, such as processing, does not shift accountability away from the principal member.

So the question, especially for smaller banks, is: how do you stay in control and keep an overview of compliance with networks without making it an operational burden?

The volume of updates and requirements from payment networks continues to grow, making it increasingly challenging to manage this critical operational process manually. Many banks are now investing in technology that simplifies workflows, reduces manual effort, and automates wherever possible. While some choose to build internal systems, others rely on specialised solutions to bring structure and automation to the process.

, a solution designed specifically to help banks of all sizes efficiently manage payment network updates, without losing visibility or risking compliance oversights. Our goal is to enable licenseholders of payment networks to stay ahead of updates and changes. You stay in control, avoid missed updates, and get everything you need in one place. 

Do you want to learn more about Kajo? Join our 

Many banks rely on processors for payment network compliance, but that doesn't shift responsibility. Learn why outsourcing isn’t enough and how to stay in control without adding overhead.

Outsourcing payment network compliance

Why banks can’t outsource payment network compliance

Simplifying payment operations for banks — scheme compliance, dispute management, fraud recovery and industry trends.