Automated Tools Simplify Dispute Resolution

from Market Wire last week:

"Apr 13 2006 : Automated dispute resolution and chargeback solutions enable payment card issuers to use workflow tools to simplify process interactions and significantly reduce overall operating costs. Businesses face risks in managing dispute processes and chargebacks, but automation at an early stage in the cycle eliminates unnecessary write-offs while increasing customer satisfaction. Dispute resolution solutions with straight-through processing (STP) capabilities can automatically process unauthorized transactions and card-not-present errors without back-office intervention.

Using workflow systems to automate dispute resolutions means that suspect transactions are quickly identified and routed to a designated tool to manage a chargeback. If an automated workflow is leveraged with web-based technology, the solution can also be integrated to other enterprise applications. The latest solutions allow chargeback agents to view a transaction before starting a dispute process, to request supporting documentation if necessary, to assess a dispute and generate a chargeback to an acquirer and to manually close disputes when required.

In short, automated solutions shift dispute resolution to the front-office instead of the back-office by enabling chargeback agents to evaluate and manage disputes at the first point of contact. Relations with customers and acquirers improve in that interaction with customers is facilitated while the details of a disputed transaction are recorded and verified. Similarly, chargeback agents can review re-presentments submitted by acquirers to determine their validation or whether they should be sent for pre-arbitration or arbitration chargeback processes." <more>

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