Problem Statement

Our client was experiencing a surge in payment chargebacks, leading to administrative headaches, financial losses, and reputational risk. The existing manual process for handling chargebacks was slow, inefficient, and lacked transparency for both customers and staff.

Solutions

• Prebuilt templates for common disputes:Streamlined case initiation with templates for various chargeback reasons (e.g., unauthorized transactions, merchandise disputes, duplicate billing).
• Automated workflows:Defined workflows routed cases based on the dispute type and amount. High-value chargebacks or those requiring further investigation were automatically escalated to fraud specialists.
• Integrated payment gateway:Secure integration with the bank's payment systems allowed for automatic retrieval of relevant transaction details, reducing manual data entry and errors.
• Customer dispute portal:A user-friendly online portal allowed customers to easily submit chargebacks, upload supporting documentation (receipts, screenshots), and track case progress in real-time.
• Automated communication:The system sent automated email notifications to both customers and bank personnel regarding case updates, deadlines, and resolution steps
• Customizable reporting:Real-time dashboards provided insights into chargeback trends, common dispute reasons, and issuer response times

Advantages:

• Faster chargeback resolution:Automated workflows and pre-filled templates significantly reduced case processing times.
• Enhanced customer experience:The online portal empowered customers with self-service options and transparent communication, leading to increased satisfaction.
• Reduced fraudulent chargebacks:Integration with the payment gateway facilitated quicker identification of suspicious transactions, allowing for proactive fraud prevention measures.
• Improved staff efficiency:Streamlined processes minimized manual tasks and paperwork, freeing up staff time for complex investigations and customer communication
• Data-driven decision making:Customizable reports provided valuable data to identify areas for improvement in transaction security and customer communication