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Guide to Program Management

Discover how Marqeta helps launch, manage, and scale custom card programs with API-first tools, global support, and compliance expertise.
Card program management varies widely depending on your provider. At Marqeta, the goal is to reduce complexity and equip you with the infrastructure, tools, and expert guidance needed to build, launch, and manage a card program that aligns with your business goals.
You’ll have access to a dedicated support team spanning compliance, solutions engineering, product, and customer success, there to assist you from initial setup through long-term growth. This integrated approach is designed to help anticipate operational challenges, reduce time to market, and ensure your program remains efficient and scalable as it grows.
Think of it like planning a wedding or baking the perfect macaron. Both are technically doable on your own, but without experience they can quickly spiral into stress, delays, or disappointment. A wedding planner keeps hundreds of moving parts aligned - catering, venues, guests, logistics. A pastry chef understands that even a few degrees off can ruin the outcome. The same is true in card program management.
Launching a card program means orchestrating a complex set of moving pieces. Regulatory compliance, KYC, fraud monitoring, funding flows, bank partner management, dispute management, card design and fulfillment, customer support, and technical integration with many of these organizations. Each of those pieces often involves a different partner, and each one introduces a new set of challenges if something goes wrong.
Going it alone means managing those relationships, navigating regional regulations, troubleshooting in real time, and maintaining operational uptime, and all while trying to build and manage a differentiated product for your customers. The stakes are high: one misstep can lead to service disruptions, compliance issues, or customer churn.
Marqeta acts as your experienced guide through all of this. We bring the right expertise, infrastructure, and cross-functional support to help you manage that complexity without losing focus on your product and customer experience.
The Marqeta platform is API-first, modular, and designed for speed and adaptability. It integrates with a broad range of ecosystem partners, including issuing banks, card networks, and fulfillment providers, so your program is supported at every step, without needing to stitch together disparate systems. That said, our platform and technology is proprietary - we built it from the ground up.
Whether you're launching your first program, migrating from a legacy provider, or expanding internationally (Marqeta is certified in over 40 countries), this guide outlines what you can expect when managing a program with Marqeta.

What is card program management and why it matters

Card program panagement (CPM) encompasses the end-to-end processes of designing, launching, and managing a payment card program. It involves coordinating an ecosystem of partners, including issuing banks, payment networks, and fulfillment providers, to deliver delightful cardholder experiences. Marqeta, a leader in this space, leverages its API-first platform to empower businesses across verticals, from fintechs driving innovation in embedded finance to enterprises offering tailored card solutions. This chapter includes real-world examples to illustrate the power of Marqeta’s solutions. We have a chapter dedicated to all of our program management capabilities, so that you can dive into the detail.
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We’re proud to work with leading companies across multiple verticals and use cases, and in 40+ counties that trust us to manage their card programs.
We’ve put together this ebook summarizing how Marqeta, as your trusted program manager, helps you get to market quicker, stay in front of regulatory issues, reduce operational complexity, and receive strategic insight on how to grow
Next up, choosing a bank partner.

Choosing a partner bank for your card program strategy

Selecting the right partner bank is the foundation of any successful card program because it impacts everything from compliance and risk management to your speed to market and long-term scalability. But choosing that bank is rarely straightforward. The right bank isn’t just a service provider; it’s a strategic partner that must align with your goals, understand your unique business needs, meet regulatory requirements, and support your growth both today and in the future.
Without the right guidance, the bank selection process can quickly become one of the most difficult and frustrating parts of launching a card program. It’s not just about comparing features and rates. You’ll likely need to pitch your business to multiple banks, over and over again, each with different risk appetites, onboarding requirements, and approval timelines. Rejections are common, and reasons can be frustratingly opaque.
Even if you secure a bank partner, the complexity doesn’t end there. You’re still responsible for managing the relationship, aligning on compliance frameworks, managing reporting requirements and overseeing ongoing risk reviews. You may need to translate between product teams, legal teams, and compliance officers across different organizations and it can quickly become overwhelming. Delays, miscommunication, and shifting expectations can easily derail your timeline and your budget.
All this adds up to a high-stakes, high-friction process that requires deep expertise, industry relationships, and relentless coordination. And while you’re bogged down in documentation, negotiations, and technical mapping, your competition is moving faster.
That’s why having an experienced program manager with strong, established bank relationships can be the difference between months of frustration and a quicker, confident launch.

Core capabilities and experience

Not all partner banks are created equal. They must have:-  
- Proven experience in issuing and managing financial products for your vertical and use case
- Operational support to handle compliance, risk, and settlement processes
-  A track record of driving customer success through scalable solutions
Marqeta works closely with our bank partners to help ensure businesses are matched with the bank that aligns with their goals. We know one size does not fit all, and are proud to work with partners who lead in scale, innovation, understanding of complex use cases and compliance with regulations.

Speed to market and operational support

Bringing a financial product to market requires precision and efficiency. Our partner bank relationships enable-  Streamlined onboarding processes to assist with faster program launches-  Robust infrastructure to support ongoing operations-  Seamless integration with financial and payment systems
By working with partner banks that prioritize speed and agility, our customers can accelerate their go-to-market strategy while helping to ensure compliance.

Risk appetite and compliance strength

Different financial products carry different levels of risk. Our banking partners:- Support a variety of risk appetites, from low-risk deposit products to higher-risk lending models- Provide regulatory compliance support, assisting in mitigating risk exposure- Responsible for third party oversight which may include helping businesses manage fraud, disputes, and operational challenges
Leveraging over a decade of experience, we match our customers with the right bank, helping to create strong, sustainable partnerships that foster long-term success.

Supporting diverse use cases

Our banking partners support a wide range of consumer and corporate financial products, including:
  • Deposit Accounts (DDA)
  • Short & long-term credit (secured & unsecured)
  • Receivables & money movement
  • Push & pull transactions to cards
  • A comprehensive suite of banking solutions
By understanding each business’s vision and priorities upfront, we ensure they are paired with the best bank partner for their needs.
Together, Marqeta and our partner banks support a diverse range of verticals, from enterprise-scale businesses to fast-growing digital platforms.
We power commerce, travel, and marketplaces, enabling seamless payments and efficient money movement. We also work with platform facilitators that connect buyers and sellers, plus financial services providers across loans, trading, and insurance, helping them streamline disbursements and enhance customer experiences. No matter the industry, our combined expertise provides the know-how and supporting infrastructure to launch, scale, and optimise card programs quickly and compliantly.
We take a consultative approach to the banking partner selection process by:
- Understanding your goals
- What problem are you solving?
- What’s your long-term vision?
- Aligning with your timeline and ensuring partner bank onboarding fits within your roadmap.
- Conducting thorough due diligence
- Partnering with internal bank teams early for seamless approvals.
With proven expertise in navigating the banking landscape, we help our customers launch and scale confidently, backed by the right banking infrastructure.
The time, complexity, and cost of setting up a card program vary significantly depending on whether a company partners directly with a bank or uses a card program manager (also known as a program manager or BIN sponsor). Here's a comparison:

 Partnering directly with a bank

  • Time: anything from 6-24 months but with a variety of dependencies
    • Finding a bank, negotiating terms, regulatory approvals, and setting up the infrastructure take significant time.
  • Complexity: High
    • Requires direct handling of compliance (e.g., PCI DSS, KYC/AML), network integration (Visa/Mastercard), and operational management.
  • Cost: Very high
    • Includes licensing, compliance, technology integration, and operational costs.

Using a card program manager

  • Time: typically around 4-6 months, with various dependencies
    • A program manager has pre-existing bank relationships, compliance frameworks, and technology integrations, drastically reducing setup time.
  • Complexity: Low to Medium
    • The program manager handles most regulatory, compliance, and technical challenges, but some customization may still require effort.
  • Cost: Moderate
    • Typically lower upfront costs, but ongoing revenue-sharing or per-card fees apply.
Using a card program manager is the faster, lower-risk approach, especially for companies without deep financial or regulatory expertise.
With Marqeta, we help make launching and operating card programs easy. We take the time to understand your program and match you with a vetted banking partner well-versed in your target market and who has experience with your use case. One we already have deep experience working with, ensuring a smooth path forward. Have confidence that you’re not just paired with a bank that’s done this before, but one that Marqeta has vetted and knows inside and out, so you can hit the ground running without the hassle. We power some of the most innovative card programs in the industry, helping our customers launch, grow, and scale with confidence by leveraging the right bank partner who truly understands their proposition, and the level of risk associated and provide the expertise and guidance necessary to ensure card program success.

Why a dedicated account team drives better outcomes  

A dedicated account team plays a critical role in the success of any card program. From the earliest stages, from beta through launch and day-to-day operations, they act as a central point of coordination, helping navigate complex requirements, align internal and external stakeholders, and troubleshoot issues before they impact performance. This team should bring strategic insight and operational expertise, guiding you on how to optimize your program, remain compliant, adapt to market shifts, and scale effectively over time.
At Marqeta, every client is supported by a dedicated account manager as part of a broader customer account team. This group works closely with you throughout your journey, from initial scoping through to post-launch growth, providing proactive guidance, sharing industry best practices, and helping you stay ahead of potential roadblocks. Whether you're refining your product roadmap or responding to evolving customer needs, the team is there to help you grow with confidence.

Building your managed by Marqeta (MxM) card program

With Managed by Marqeta, where we are the program manager, we help you handle everything from issuing bank partnerships to regulatory compliance. This includes key aspects such as KYC, AML monitoring, transaction processing, and dispute management. Marqeta’s platform offers open APIs and modern infrastructure to enable seamless card payment processing at scale.

Launching a ‘managed by Marqeta’ card program

Marqeta oversees critical steps in launching a card program, including:
  • Securing bank partnerships and approvals
  • Providing compliance guidance with regulations and network mandates
  • Configuring processing environments and funding methodologies
  • Managing KYC, card fulfillment, and tokenization
  • Providing API access and technical support
To integrate with Marqeta, clients establish webhook endpoints for event processing, set up API-driven program management, and configure Just-in-Time (JIT) Funding where applicable.
Step-by-step launch process
  1. Prototype in our public sandbox – Familiarize yourself with Marqeta’s platform.
  2. Develop in a private sandbox – Configure and test your approved program.
  3. Configure production environment – Finalize settings for live transactions.
  4. Go Live – Activate your card program.
  5. Launch – Begin full-scale production use.
We are not the critical path in your build. You can develop in the sandbox at your own pace. Whether you prefer to move quickly or take your time, our process is designed to be flexible, allowing you to experiment, iterate, and refine without delays on our end. We align with your timeline, ensuring that you can build and test at your leisure while we provide support as needed.

The sales process

Engagement begins with an initial assessment of client needs by a member of the commercial team, followed by a connection to the appropriate sales representative for further discussion.
  1. Sales Engagement – Initial pricing and feasibility discussions
  2. Solutions Engineering Consultation – Scoping, technical planning, and best practices.
  3. Proposal & Statement of Work (SOW) – Outlining specific program details, responsibilities, and pricing.
  4. Signed Contract – Executing agreements to proceed with due diligence and integration.

Due diligence and compliance

Before launching a program, Marqeta conducts a thorough due diligence process, assessing legal documents, financial statements, security policies, and compliance requirements. Clients will provide:
  • Business and ownership details
  • AML and fraud prevention policies
  • Proof of financial stability
  • Third-party service provider agreements
Approval from issuing banks and card networks is obtained before proceeding.

Security and integration verification

Marqeta ensures security and technical compliance through:
  • Security assessments – Scanning client environments for vulnerabilities.
  • Integration verification – Reviewing API configurations and transaction flow.
  • Production validation – Simulating transactions to confirm system readiness.

Business readiness and program launch

As launch approaches, Marqeta assists with:
  • Card art approval – Providing compliance guidance with design guidelines.
  • Card fulfillment – Managing inventory and distribution.
  • Funding setup – Establishing reserve accounts for transaction processing.
Upon successful validation, the program transitions to full production, with ongoing support from Marqeta’s dedicated customer account team to optimize performance, to help ensure regulatory compliance and help you scale your program.
Growth consultation
As part of our ongoing post-launch support, you’ll have access to a dedicated growth consultation with a member of our customer account team. In this session, we’ll take the time to understand your business goals, growth plans, and strategic priorities. Leveraging data-driven insights and deep expertise across our platform, we’ll provide tailored guidance on how to scale your program, unlock new opportunities, and maximize performance. Where needed, we’ll bring in our product experts to offer deeper technical insights and help shape your roadmap with the latest platform capabilities. Whether you’re expanding into new markets, launching new features, or optimising what’s already working, we’re here to help you grow with clarity and confidence.

Designing the user experience for a successful card program

A great card program isn’t just about functionality. It’s about delivering a seamless, intuitive, and engaging user experience. For example, Marqeta has created a pre-built UX toolkit  (UXT)that provides businesses with customizable UI components that accelerate front-end development while maintaining brand consistency.
This chapter explores the tools and best practices for designing an effective cardholder journey, from onboarding to transaction management.

Crafting an intuitive user interface

An intuitive interface ensures that users can easily navigate their card program without friction. A well-designed UI should be:
  • Simple & clear – Avoid clutter and prioritize essential features.
  • Branded & consistent – Maintain a cohesive look and feel across all touchpoints.
  • Responsive & accessible – Ensure the experience works across devices and meets accessibility standards.

Onboarding and registration

First impressions matter. A smooth onboarding process encourages user activation and engagement. Best practices for onboarding include:
  • Minimal friction – Reduce steps by leveraging auto-fill and third-party authentication.
  • Progress indicators – Show users how far they are in the registration process.
  • Security and compliance – Ensure identity verification is seamless but thorough.
Our UXT is a plug-and-play solution for developers. It comprises a studio where you can build your customer front-end user interface application, add your branding, and test and iterate to suit. It includes pre-built UI components that can be tailored to match your brand’s identity while delivering a polished and professional experience.
Using UI components, businesses can design a streamlined onboarding flow that integrates seamlessly with their card program.

Transaction management and user engagement

Once users are onboarded, a great experience keeps them engaged. Essential transaction management features include:
  • Real-Time transaction updates – Provide instant notifications for purchases, declines, and card activity.
  • Card controls – Allow users to freeze/unfreeze cards, set spending limits, and manage security settings.
  • Personalized insights – Offer spending trends, budget tracking, and tailored recommendations.
With UXT, businesses can create a feature-rich dashboard that empowers users to manage their cards effortlessly.

Customization and flexibility

UXT is designed to be flexible, allowing businesses to:
  • Use pre-built components – Accelerate development with tested, ready-to-use elements.
  • Customize the look and feel – Match the UI to your brand’s guidelines.
  • Integrate seamlessly – Ensure smooth API and back-end compatibility.

Elevating the user experience

By leveraging Marqeta’s UX toolkit, businesses can build a user-centric card program that enhances engagement, simplifies interactions, and drives customer loyalty. Whether designing a streamlined onboarding flow or an intuitive transaction dashboard, a well-crafted user experience is the key to a successful and scalable card experience.
For more details, visit: Marqeta UX Toolkit.

Delivering scalable cardholder support for custom card programs

Exceptional customer support should be the foundation of every card program. A well-structured support system not only resolves issues efficiently but also builds cardholder trust and loyalty, ensuring they remain engaged with your card program, and can also be a competitive advantage. At Marqeta, we provide comprehensive, always-on support across multiple channels, allowing users to get help whenever and however they need it. Whether through automated self-service options or real-time human assistance, our goal is to help minimize friction, enhance security, and maximize user satisfaction.

24/7/365 Support:

Financial transactions don’t pause at the end of a typical workday, and neither should customer support. That’s why we provide round-the-clock assistance, ensuring cardholders can get help whenever they need it, whether activating a new card, disputing a transaction, or reporting a lost or stolen card. Support requirements are determined by issuing banks, card brands, program managers, and the regulatory frameworks in the jurisdictions Marqeta operates,, and we ensure we are always fully compliant with these standards.
Building and maintaining this level of support from the ground up is a complex, resource-intensive effort that requires deep expertise in regulatory compliance, fraud prevention, and customer service best practices. Payments support teams must be highly trained to navigate evolving regulations, handle sensitive financial data securely, and resolve customer issues quickly to prevent transaction disruptions. For any payments program, ensuring that existing support functions meet these high standards is critical, requiring rigorous compliance training, ongoing process optimization, and seamless coordination between technology and human support teams.
Our omnichannel support system provides:- Automated self-service options for quick cardholder issue resolution to keep disruption to a minimum and build trust with cardholders.
- Live agent escalation for complex queries.- Secure authentication methods to prevent fraud and unauthorized access.

Interactive Voice Response (IVR): efficient, secure, and scalable

Marqeta’s PCI-compliant, white-label IVR system enhances the cardholder experience by providing a fast, secure, and automated way to handle key requests. IVR allows customers to quickly manage their accounts without waiting for a live agent, reducing resolution times and increasing satisfaction.
Key benefits of Marqeta’s IVR system:Seamless self-service: Cardholders can activate cards, check balances, reset PINs, and report lost/stolen cards—without speaking to an agent.
Reduced support costs: Automating routine inquiries minimizes the need for expensive human intervention.Scalability: Designed to handle large call volumes efficiently, ensuring uninterrupted service for growing customer bases.Live agent routing: For cases requiring additional assistance, IVR enables smooth escalation to a live support team.
The IVR system undergoes a structured setup and onboarding process, including a detailed pre-sales questionnaire, implementation roadmap, and post-launch troubleshooting support. This ensures a tailored and optimized IVR experience for each program. More details on IVR configuration can be found in the IVR documentation.

SMS support via Twilio: Real-time authentication and security

Security and convenience go hand in hand when it comes to digital transactions. Marqeta leverages Twilio’s cloud-based messaging platform to enhance security through real-time SMS authentication. This service is integral to both 3D Secure (3DS) authentication and Digital Wallet Token provisioning, providing an extra layer of verification before transactions are processed.
Why SMS support matters: Instant authentication: Reduces fraud by ensuring only authorized users complete transactions. Frictionless digital wallet provisioning: Helps users quickly and securely add their cards to Apple Pay, Google Pay, and other digital wallets. Primary vendor for telecom services: Ensures reliable and high-quality messaging services with minimal downtime.
For more details on Twilio's integration with Marqeta, visit the Twilio documentation.

Developer support, community, and feedback channels

Beyond direct cardholder support, Marqeta provides a robust developer ecosystem that empowers fintech teams to build, scale, and refine their card programs. Whether developers need API documentation, troubleshooting assistance, or feature enhancement discussions, our dedicated support system ensures smooth integration and continuous improvement.
 Key developer resources:Comprehensive API documentation for seamless integration.
Feedback channels to suggest improvements and shape future product updates.
By fostering collaboration and innovation, we ensure that developers have the tools they need to create best-in-class payment experiences for their customers. More details can be found in the Developer Support documentation.

 A customer-first approach to cardholder support

At Marqeta, our cardholder support strategy is designed to remove friction, enhance security, build cardholder trust and deliver an exceptional user experience. With 24/7 availability, automated self-service, real-time authentication, and developer-focused support, we help businesses build scalable and resilient card programs that keep customers engaged and satisfied so that your cardholders remain loyal and would recommend you to others.

Managing your card program with real-time insights and support

Running a successful card program requires more than a great product. It demands reliable tools, real-time visibility, and dedicated support. That’s why we offer robust, ongoing program support, paired with intuitive tools like the Marqeta Dashboard, to keep your card program running smoothly and help you scale with confidence.
The Marqeta Dashboard: Real-Time Control and Visibility
The Marqeta Dashboard is your central command center for card program management. Built with ease of use and powerful functionality in mind, it gives you a user-friendly interface where you can develop, access, manage, and review every aspect of your program.
Here’s why it matters:
  • Quick Access, Intuitive Experience
    • No more sifting through endless documentation or complex APIs to get to your data. Simply log in and view your program’s key metrics, card activity, user controls, and more. The dashboard’s intuitive design means you can get what you need, all in one place
  • Reduced Time to Value
    • Whether you’re launching your first card program or scaling a mature one, the dashboard allows you to start managing your program without the need for full API integration or building out your own environment from scratch. That means faster setup, quicker iteration, and less time from idea to execution.
  • Powerful Functionality Built In
    • The Marqeta Dashboard is more than just a data viewer. It includes a suite of capabilities such as:
Reporting Tools: Track transactions, balances, and performance metrics.
RiskControl: Set spending limits, block merchants, and manage fraud detection rules.
User Management: Manage permissions, team access, and audit logs with ease.
Explore more about what the Marqeta Dashboard can do for you here.
24/7 program support: Your always-on partner
No card program runs without the occasional hiccup - and when those moments arise, having Marqeta’s Program Support behind you means you’ll never face an issue alone.
Our production support team is available around the clock to ensure your program remains stable, optimized, and responsive to change.
  • Dedicated expertise on call
    • Whether it’s navigating a technical challenge or exploring a new feature, you’ll have access to a dedicated subject matter expert (SME) who understands your program and is ready to help. You don’t just get support - you get a trusted advisor who can guide you through enhancements, troubleshooting, and optimization.
  • Fast, reliable response times
    • We know timing matters. That’s why Marqeta commits to responding to all service requests within 2.5 hours - so you can stay focused on your business without unnecessary delays.
  • Always available, always ready
    • Our team is there for you 24/7/365. No matter the time zone or the urgency, our program support is just a request away and ready to resolve issues, educate your team, or provide technical insights when you need them.
When managing a card program, visibility and responsiveness are key. With the Marqeta Dashboard, you’re equipped with the tools to make informed decisions, optimize performance, and ensure smooth day-to-day operations. And with Marqeta’s Program Support, you gain a dependable partner ready to help solve challenges, share insights, and drive continuous improvement.

Fraud and risk management solutions for card program success

Not fun, but absolutely essential

Let’s be honest; risk and fraud prevention may not be the most exciting part of managing a card program, but getting it right is non-negotiable. Without strong protections in place, fraud, identity theft, and data breaches can erode customer trust, damage your reputation, and result in significant financial losses. Fraudsters are constantly evolving their tactics, which means fraud prevention needs to be an ongoing, adaptive process.
The right partner can make all the difference, helping you navigate this complex landscape while keeping your business and customers secure.
A solid fraud prevention strategy isn’t just about reacting to fraud after it happens; it’s about stopping it in its tracks. This means implementing real-time transaction monitoring that leverages machine learning and risk-based rules to detect and flag suspicious activity as it occurs, not after the damage is done.
Marqeta’s fraud tools are built for the entire cardholder lifecycle.
Our real-time decisioning (RTD) tool enables card programs toconfigure granular rules to determine how each and every transaction is approved. Fine-tuned controls are there for you to develop customized rules, using your own business logic and external data which includes network risk scores, to apply to each card transaction. Approvals (or declines) happen in real-time based upon implemented rules to align with card program objectives. Clients then review transactions and learn how existing rules are performing to swiftly adjust on the fly as needed.
Check out our dedicated web page here: https://www.marqeta.com/platform/real-time-decisioning
Solutions like Marqeta’s 3D Secure (3DS) solution, enabling two-factor authentication (2FA) to add an extra layer of protection to online transactions, require two-step authentication to verify legitimate transactions while aiming to minimize friction for trusted users.
In addition to one-time passwords (OTP), clients leverage advanced authentication methods such as biometrics within a mobile app to fully customise the cardholder experience.
We also include an automated decisioning service which enables you to build your decisioning rules within the Marqeta platform to automatically respond to 3DS requests and take advantage of exemptions such as low-value and recurring transactions.
Marqeta has a comprehensive set of transaction monitoring tools and procedures in place to ensure compliance with Anti-Money Laundering (AML) and sanctions regulations. These tools are designed to track every transaction, flagging and addressing anything that appears suspicious ahead of the transaction being authorised. We monitor every transaction and have dedicated teams to remediate flagged issues, so you don’t have to.
Transaction monitoring procedures: Marqeta's Transaction Monitoring team reviews trends for fraud prevention and detection. The review process allows the implementation and recommendation of rules to mitigate fraud risk. The team monitors for signs of fraud, money laundering, and other suspicious activities. If unusual activity is detected, the program's risk contact is notified and appropriate actions are taken, which may include suspending an account.
Sanctions screening - Software components: This service streamlines our Sanctions Screening process. It automates workflows to initiate screening, continuous monitoring, updates to PII, and manages transitions in cardholder states. The service interfaces with our third-party vendor, for sanctions screening. More details
We help you stay ahead of fraud with deep expertise and robust controls designed to streamline dispute processing, reduce complexity, and deliver faster resolution times - ultimately enhancing the cardholder experience. With over one million disputes processed annually and 42% resolved within 30 days (compared to the industry standard of 90–120 days), our results speak for themselves.

Card dispute management and chargeback tools made simple

Managing disputes and chargebacks can be a complex and resource-intensive process. Marqeta simplifies this with end-to-end dispute management tools, handling these challenges at scale while minimizing operational burdens. This chapter outlines how Marqeta ensures disputes are resolved efficiently and in compliance with regulatory requirements.
Disputes
RickControl is Marqeta’s card program management solution that can provide full management of the disputes process, from creation to submission and ongoing monitoring. We improve the time it takes from submitting the dispute to completion, with access to actionable data, updates and status in real time, where all updates from the card network can be viewed directly. Less friction provides an improved cardholder experience, and the self service functionality allows administrators to swiftly handle this process and avoid excessive dispute costs.
For more details on RickControl, check out our tech brief: https://www.marqeta.com/resources/disputes-tech-brief
Chargebacks

How a chargeback works

A chargeback is a way for a cardholder to dispute a transaction and request a refund through their bank or card issuer. Unlike a standard refund (which is handled directly between the merchant and customer), chargebacks are initiated and processed by the card network (e.g., Visa, Mastercard) as a form of consumer protection.
Here’s a simple step-by-step breakdown of how a chargeback works:
Customer disputes a charge A cardholder notices a suspicious or incorrect transaction on their account and raises a dispute.
Issuer reviews and files the chargeback The issuer of the card reviews the claim and, if deemed valid, issues a chargeback by reversing the funds from the merchant’s account and crediting the customer temporarily.
Chargeback sent to merchant The merchant receives a notice of the chargeback, along with a reason code explaining why the transaction is being disputed.
Merchant responds (Optional) The merchant can choose to either accept the chargeback or dispute it by submitting evidence (e.g., receipts, delivery confirmation, communication logs) to prove the transaction was legitimate.
Card network decides The card network (e.g., Visa, Mastercard) reviews the evidence and makes a final decision. If the merchant wins, the funds are returned. If the cardholder wins, the refund stands.
Resolution and fees Whether or not the merchant disputes the chargeback, they may incur a chargeback fee. Too many chargebacks can affect a business’s standing with their payment processor.
Why it matters: Chargebacks protect consumers but can be costly and time-consuming for merchants. That’s why accurate transaction data, clear customer communications, and strong fraud prevention tools are key to avoiding them.

Chargeback management with Marqeta

Real-Time transaction visibility Because Marqeta provides real-time transaction data and webhook alerts, you can monitor customer activity as it happens. That means when a dispute arises, you already have access to the full transaction context: amount, time, merchant details, and more.
Streamlined case handling Marqeta supports the chargeback lifecycle from initial dispute through resolution. Once a cardholder initiates a chargeback with their bank, Marqeta receives the dispute from the network and routes it to your team via API or dashboard.
You can:
  • Accept the chargeback
  • Respond with supporting evidence
  • Track the status of each dispute
Automated workflows via API Program managers can integrate Marqeta’s APIs to manage chargebacks directly in their own platforms. This allows you to automate:
  • Dispute intake
  • Case tracking
  • Documentation submission
  • Outcome notifications
No need for manual spreadsheets or delayed email chains.
End-to-end support Marqeta partners with you through the chargeback process. Whether it’s guidance on reason codes, documentation tips, or helping to reduce chargeback ratios, our experts help protect your program health.
Insight to prevent future disputes
With access to Marqeta’s DiVA API and rich data reporting tools, you can analyze dispute trends, identify fraud signals, and take proactive steps to minimize future chargebacks, like tightening controls or improving onboarding.
The bottom line? Fraud and risk management isn’t just a compliance checkbox exercise. It’s a competitive advantage. Choosing a partner with cutting-edge fraud prevention tools means you can focus on growing your business with confidence, knowing your card program is protected at every stage.


Compliance and regulation support for card programs

Following network and industry rules and financial regulations is critical when running a card program.
These rules help keep your cardholders safe and ensure the payment system works well and reduces any errors. The main rules include the Payment Card Industry Data Security Standard (PCI DSS), anti-money laundering (AML) rules, and Know Your Customer (KYC) guidelines.
Navigating these rules and regulations can be complex, but it shouldn’t slow you down. Marqeta’s compliance and risk teams help you ensure that your card program meets all regulatory, banking, and network requirements.

Supporting compliance from day one

Marqeta helps to simplify compliance by managing key regulatory responsibilities throughout the lifecycle of your card program, including:
  • Program approval and oversight: Securing approvals from issuing banks and card networks, ensuring adherence to their mandates.
  • Regulatory adherence: Providing compliance guidance with regional financial regulations and industry standards.
  • Network processing and reporting: Managing authorization, clearing, and settlement of transactions, and providing daily reporting to issuing banks.
  • Fraud and risk monitoring: Implementing fraud detection tools and compliance safeguards to help you to mitigate risk.

Stress-free program management

From initial setup to ongoing oversight, Marqeta helps you to handle critical aspects of your program:
  • Program Approval: We manage the approval process with issuing banks and networks, aiming to ensure a smooth and timely launch.
  • Card issuance and compliance: We oversee card production approvals and help
    ensure compliance with design and distribution regulations.
  • Risk and fraud protection: Our fraud monitoring tools and AML compliance measures help safeguard your program and customers.
  • Ongoing compliance management: We help you handle policy updates, regulatory audits, vendor approvals, and bank relationship management.
  • Service and reporting: We oversee settlements, bank reconciliations, reporting, and customer support to help ensure operational excellence.

Marqeta’s compliance and risk expertise

Our dedicated teams help to ensure compliance with financial, security, and data protection standards:
  • Risk & compliance: Oversees governance, risk, and regulatory adherence, maintaining key industry certifications.
  • Cybersecurity: Protects Marqeta’s infrastructure and ensures compliance with PCI, data security, and privacy regulations.
  • Technical Compliance: Conducts internal assessments (PCI, ISO, SOC) and maintains Marqeta’s Common Controls Framework.

Security and PCI Compliance

Marqeta maintains PCI DSS Level 1 and SSAE-18 certifications, employing bank-grade encryption for all sensitive data. Our platform ensures secure data handling with TLS 1.2+ encryption, and we never store payment card numbers; only secure tokens.
For full PCI compliance details, visit:Marqeta Docs.

Card program portfolio migrations

The prospect of migrating a payment card portfolio can feel overwhelming, with regulatory hurdles, operational challenges and above all else, the need to minimize any potential disruption to your cardholders. Marqeta’s portfolio migration service is designed to remove the complexity of transferring a card program. We help to ensure your transition is smooth, swift, and stress-free.
Why programs choose to move from their current set-up:
  • Frustration with incumbent providers: Issues like outages, risk exposure, increasing costs, poor response times to issues that arise or poor track records generally drive the need for change.
  • Lack of innovation: Legacy providers may fail to deliver the cutting-edge solutions modern programs demand without significant associated costs and time, if change is possible at all.
  • Modern technology and better economics: A shift to modern, API-first platforms for improved functionality and cost efficiency.
  • Geographical expansion: Incumbent providers cannot support expansion into new geographies for myriad reasons.
Whether you're migrating a BIN or an entire card portfolio, we proactively help you to address regulatory requirements, payment network engagement, inventory management, and clear communication with cardholders—so nothing falls through the cracks.
  • White-glove service: From planning to execution, we provide end-to-end support tailored to your unique needs. Our expertise in building and scaling card programs in
    over 40 countries sets us apart, plus we’ve handled enterprise scale migrations across multiple geographies.
  • Advanced migration engine: Our advanced technology ensures seamless processing and accurate mapping of large data volumes, enabling a smooth and secure migration. We prioritise data security throughout the migration process, helping you to mitigate risks and minimize potential errors. We know what to look out for!
  • Options for migration: From a full processor migration with full recarding of all your cardholders, to various phased approaches, staggered in a way that makes the most sense for you and your program
  • Enhanced Features: Once migrated, you’ll access advanced card management tools and robust analytics to elevate your cardholder experience
Choosing the right path: Which migration approach is right for me?
We work with you to develop the most suitable migration plan that will mitigate complexity and any impact on your cardholders.
There are many ways to approach a migration including:
Back book re-carding - this is when you;d run down your existing card portfolio on your incumbent processor and start from scratch with Marqeta either via proactive recarding or re-carding upon the expiration of existing cards.
A phased recarding is also an option, whereby you would create a program with Marqeta and maintain your existing processor also. Customers are invited to migrate to an improved product which is done via web push provisioning or push provisioning via a mobile wallet, or via an incentive such as a new feature. The migration occurs either when the new credential is sent by Marqeta, or until the cardholder requests a replacement card. This reduces the final number of cardholders that would then be migrated on a set date.
The final option is a full processor migration where all transactional data is moved over to Marqeta and the incumbent processor, network and card provider all work together to transfer PANs, EMV keys and chip profiles.
Each option comes with its own set of trade-offs - from cardholder impact and data security risks to project complexity, timelines, and potential strain on incumbent relationships. Part of our role is to guide you through these considerations and recommend the best path forward based on your specific program goals and requirements.
The benefits of migrating to Marqeta
Some of the benefits of migrating, summarized:
  1. Effortless operations: Once live with Marqeta as your card program manager, we take on the operational heavy lifting, allowing your team to focus on innovation, growth, and enhancing customer experiences. Our API-first, customer-centric platform and technology ensure that scaling and optimizing your program is always fast, stress-free, and future-proof.
  2. Regulatory confidence: With Marqeta helping you to manage compliance post-migration, you can operate with confidence across 40+ countries and multiple verticals. Our deep regulatory experience ensures we support you with ongoing adherence to evolving compliance requirements, so you can focus on expanding your program without roadblocks.
  3. Elevated cardholder experience: A smooth migration is just the beginning. With your new program in place, you can introduce greater flexibility, innovative features, and real-time data that help you drive up customer satisfaction and loyalty. Industry leaders like Klarna, DoorDash, and Cash App trust us to help them exceed customer expectations - so can you.
  4. Global expertise, proven success: With a track record of powering top fintechs and enterprise brands worldwide, Marqeta provides expertise across multiple use cases and industries. We don’t just keep your program running - we help it thrive with continuous optimization, innovation, and scalability.
With our Portfolio Migration service, you gain the strength of innovative tools and the reassurance of working with a trusted partner with experience in handling large-scale migrations. Our proven processes and dedication to excellence help to ensure your migration is handled with care and precision.Don’t let the complexity of portfolio migration stop you. We can help you transition smoothly, enhance your cardholder experience, and unlock the full potential of your payment card program.


End-to-end card fulfillment for every stage of your program

A well-designed card can reinforce your brand and improve user engagement. This chapter delves into Marqeta’s partnerships with fulfillment providers, offering clients the flexibility to choose designs and delivery methods that best suit their needs and use cases.
Marqeta’s Card Fulfillment Services team will support the launch of your physical or virtual card product through the entire production process.
To help simplify the card fulfillment process, we have developed a series of 'Card Packages' that will streamline card selection, pricing and design process based upon your go-to market needs.
Quick - A digitally printed card with a select number of options that can be delivered in the shortest amount of time.
Standard - A versatile card that offers several options to differentiate the card
Enhanced - A card for customers who wish to differentiate their card. This package provides the greatest variety of styles and finishes
Custom - A bespoke card with special materials, treatments and fulfillment requirements for exceptional differentiation
Metal - Metal composite and veneer cards for elite customer differentiation
Steps
Concept design - Marqeta can assist with all aspects of designing your card products and provide templates and companion guides that will allow you to design a card and carrier that meets network and banking requirements.
Proofing and submission - Once your card package and design is finalized, Marqeta will work with the optimal card provider to produce your card and a PDF proof will be created for your approval. To move to production, the customer, the issuing bank and supporting network must all approve the proof. Marqeta will manage the process of proof submission and approvals with the bank and network.
Ordering and manufacture - Once all approvals are completed, your card package will be ordered and scheduled for production. A scheduled completion date will be provided at this time.
Depending on the complexity of your design, we would estimate approval and manufacturing time as follows:
                            Card Type
Quick Card - POD
Standard Card
Enhanced Card
Magnetic Stripe
~5 weeks
~9 weeks
~14 weeks
Contact EMV
~5 weeks
~10 weeks
~15 weeks
Contactless EMV
~5 weeks
~11 weeks
~16 weeks

Custom and metal card delivery timelines are highly dependent upon design selections and will generally have longer manufacturing and processing durations.
Shipping and processing - we have various shipping methods available, including:
  • USP first-class mail (1-5 business days and no tracking)
  • Ground transport (1 -5 business days and tracked)
  • 2nd Day Air (2 business days and tracked)
  • Overnight (next business day and tracked)
  • International (2-5 business days and tracked)
Processing - Standard - Order received on Monday will be shipped on Thursday
  • Expedited - Order on Monday and shipped on Tuesday
Our card fullfilment providers
Perfect Plastic Printing - 4th largest provider globally, and offers a wide range of choices for US production
Giesecke + Devrient - the 3rd largest provider globally and manufactures on 4 continents
Arroweye Solutions - Print on demand and are fast to market
Idemia - 2nd largest provider globally and manufactures on 4 continents
CPI - 5th largest globally and offer US production with flexible carrier design
We also work with CompoSecure for metal card manufacturing.
Testing - When the card is completed, we will perform a functionality test on your card to ensure it works in market as expected. Once completed, your Marqeta representative will work with you to set up your own market testing as desired. Once all final program and testing approvals are completed, you will be able to begin issuing cards.
Inventory management - We will monitor the inventory levels of your card stock and collateral. Based upon either preset order quantities or in consultation with the customer, Marqeta will ensure that inventories are maintained and will manage the reorder process with the card provider, network and issuing bank.
Ongoing regulatory compliance  - Marqeta will help ensure that the customer’s card program stays up to date with any regulatory requirements, and that cards that are issued will adhere to applicable regulations and mandates.
Our expertise spans across the entire journey to facilitate a quick process.
  • Proven success: Marqeta knows card fulfillment – over 300 programs deployed
  • Design and collaboration expertise: Design expertise and ability to facilitate collaboration between creative, customer and provider
  • Strong relationships and landscape knowledge: Strong vendor relationships and ability to quickly navigate design, proof, approval and manufacturing processes
  • Bespoke solutions: Ability to coordinate bespoke offerings requiring special materials, custom packaging and manual fulfillment
  • Approval expertise: Network standards and waiver domain expertise
Risk mitigation and continuity
Issues can arise during the card journey that decrease a customer's speed to market. Marqeta has taken many precautionary steps to mitigate these risks and provide continuity.
  • Risk mitigation and lower costs: Marqeta partners with 4 of the 5 largest card manufacturers globally, so we can leverage economies of scale and mitigate risk
  • Options for our customers: All profiles are active at all providers so we can service any customer from any provider
  • Eliminate single point of failure: High volume customers are set up at multiple providers to eliminate a single point of failure
  • Fast and reliable: Two Print on Demand (PoD) providers can stand up programs in only days
  • Avoid disruption: Marqeta's specific inventory of chips, speciality materials and paper has been secured to avoid disruption
  • Extend capacity and reduce risk: Additional card providers will be onboarded to extend capacity and reduce risk

Managing global card programs with a scalable infrastructure

Marqeta empowers you to execute your global vision through one trusted, unified platform. Certified to operate in over 40 countries, our modern infrastructure allows you to seamlessly launch and manage card products tailored to local market needs, without rebuilding your tech stack. With our flexible “Card Product” functionality, you can define how your cards behave in each country, while maintaining full control and consistency.
Our APIs, platform, and developer experience remain the same across all markets, whether you're launching in Paris or Los Angeles. Marqeta’s organically built global platform follows a "build once, deploy anywhere" model, eliminating the need for costly reimplementations often required by legacy processors. Combined with 24/7 program support, 99.99% uptime, and enterprise-grade scalability and reliability, we help you go global without compromise.

In summary: Why strategic card program management is a competitive advantage

Over the course of this guide, we've explored the ins and outs of managing a modern card program, from launching your first program to scaling across markets and maintaining compliance along the way. One thing should now be clear: effective card program management is both foundational and complex. It touches every part of your business, from customer experience to regulatory oversight, and requires precision, coordination, and the right tools.
Going it alone means managing multiple vendors, navigating global regulations, maintaining technical infrastructure, and ensuring nothing slips through the cracks. It's not impossible - but it is a heavy lift.
That’s why many of the world’s most innovative companies choose Marqeta.
With our flexible, API-first platform, deep operational support, and presence in over 40 countries, Marqeta helps you focus on your product and customers while we take care of the complexity behind the scenes. Whether you're building from scratch or modernizing a legacy system, using a card program manager like Marqeta with the technology and expertise to help you launch confidently and scale efficiently is well worth considering.
Card program management isn't just a box to check - it's a strategic advantage. With the right partner, it can help you unlock speed, control, and differentiation in a crowded market.

Take the Complexity Out of Card Program Management

Whether you're launching, scaling, or migrating, Marqeta’s experts help you move faster, smarter, and with confidence.
Contact us

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