Concourse — Disputes™
Automate Disputes Processing for Electronic Payment Transactions
Disputes processing, including chargebacks and adjustments, will always
be part of electronic payments processing. Unfortunately, it is time-consuming
and expensive. Some studies show that the average cost of processing dispute
claims can be up to 15% of the total operating costs for electronic payment
transactions. This is because issuers, acquirers, and third-party processors
have to do the following:
- Hire and keep costly personnel who have in-depth disputes processing expertise.
- Continually manage and maintain complex network regulations.
- Implement procedures that ensure all workflow steps and strict deadlines are met.
- Obtain quick dispute resolution so customers remain satisfied.
- Process disputes claims using manually intensive systems and procedures.
As the number of electronic payment transactions continue to increase, the importance of
successfully and cost-effectively managing exception items is critical to a company’s
financial success. Companies can no longer rely on labor intensive, manual procedures.
They require an automated system that reduces operating costs and the occurrence of
financial write-offs, while at the same time creates high levels of customer service
and strengthens client relationships.
Concourse — Disputes is a comprehensive workflow management system that
automates and manages the disputes lifecycle from initial claim entry to final resolution.
This includes retrieval requests, chargebacks, representments, adjustments, and other
Concourse — Disputes offers companies such as card issuers, merchant acquirers,
and third-party processors an instantaneous return on investment because it allows them
to do the following:
- Leverage more efficient teams that can handle higher volumes of claims because the system streamlines the disputes management process.
- Eliminate the need for costly network regulation expertise because network-specific rules can be pre-configured and administered by the system.
- Reduce the number of penalties and financial write-offs because the system assures all workflow steps and deadlines are met.
- Obtain stronger customer loyalty because every dispute claim is processed quickly and reliably.
Successfully Manage Dispute Claims for Any Transaction Type
Concourse — Disputes handles all aspects of the disputes management process
for any electronic payment transaction, including debit, credit, ATM, POS, and mobile transactions.
This includes international, domestic, and on-us disputes. It also handles both issuer and
acquirer activity. The diagram below illustrates the lifecycle of a dispute claim and
the key features Concourse — Disputes provides to achieve excellence in tracking, managing,
and resolving disputed transactions.
Quickly Research & Resolve Disputed Transactions
Transaction Data Retrieval
Concourse — Disputes automatically and continuously loads and stores
transaction data from all transaction sources in a centralized repository. This
includes data from authorization, network, and third-party sources such as BASE24,
CONNEX, Visa, MasterCard, PULSE, STAR, First Data, TSYS, and many others. When
transaction data from each source is loaded into the Concourse repository, the
system instantly links together any data related to a single transaction (e.g., authorization,
clearing item, chargebacks, representments, adjustments, etc.). Individual transaction
records from a particular data source, as well as the records that have been linked
from other data sources, can be easily viewed. As a result, the overall lifecycle view
of the transaction is available immediately and without cumbersome research.
Extensive Searching Capabilities
The system provides real-time access to all the original transaction data
using a wide range of search criteria. To name a few, searches can be based
on issuer, acquirer, PAN, timestamp, and terminal ID. Concourse — Disputes
also provides multi-institutional support so searches can be based on
multi-BIN and multi-ICA. The extensive transaction searching capabilities
allows disputed transactions to be quickly researched and the best course of
action to be determined.
User-Friendly Browser Interface
Concourse — Disputes provides system access via a user-friendly
browser-based viewer. This allows internal users and external
clients to easily research transactions, submit claims, attach
documentation, and manage the dispute workflow process. Because
the user interface is easy to use and provides instant access to
appropriate information, it enables faster decision making and
optimizes the dispute resolution process.
Secure & PCI Compliant
With Concourse — Disputes, complete data security and privacy is ensured.
This includes the prevention of unauthorized access to cardholder and other sensitive
data. Both the Concourse Transaction Repository and the Concourse Viewer are
compliant with Payment Card Industry (PCI) regulations, including PA-DSS,
because the proper security mechanisms have been put in place for data
security and user access. As a result, internal users and external clients
can securely access dispute features — enhancing productivity and
improving customer service.
Automate & Simplify Time-Consuming Tasks
End-To-End Claims Management
Concourse — Disputes is a comprehensive solution that manages the entire
disputes lifecycle from initial entry to final resolution. This includes the management
of allowed actions, dispute action dependencies, day limit and amount limit rules,
approval rules for things like good faith exceptions, multi-currency for disputed amount,
supported dispute reasons, important milestones, and processing steps that ensure dispute
activities are completed in a compliant manner. Since all steps are handled in one system,
the disputes management process is completed quickly and reliably.
To streamline the management process, multiple disputes can be managed together as a case.
This makes it easier for authorized users to track a situation that is associated with more
than one dispute.
Configurable Work Distribution
Authorized users can configure how dispute claims are to be distributed among the disputes
management staff. Supervisors can modify work queue assignments at any time. Work can be
evenly distributed, increasing the level of productivity.
Intuitive Disputes Processing
Workflow steps are progressed using an intuitive workflow configuration that guides a user
to the next appropriate action. As a result, dispute analysts can successfully make progress
on each dispute claim without the need for extensive disputes training and the risk of
Pre-Populated User Screens
Since all transaction data from all external sources is automatically retrieved,
loaded, and linked together in the Concourse repository, the transaction data required to
create and manage a dispute claim is already in the system and made available on the user
screens. For example, when an authorized user needs to open a dispute claim, the system
pre-populates the appropriate screens with the original transaction data — eliminating
redundant data entry, enhancing productivity, and reducing clerical errors.
Document & Forms Management
With Concourse — Disputes, there is no longer a need for manual paper handling.
Internal users and external clients have the ability to attach documentation and forms
as digital images. These documents can be linked to one or more disputes or cases.
Concourse — Disputes also interfaces directly with card association disputes
systems such as Visa VROL and MasterCard MCOM. This eliminates the need to upload
documents and forms into separate systems — increasing efficiency and improving
Reduce the Risk of Costly Financial Write-Offs
Regulatory Rule Enforcement
Concourse — Disputes can be pre-configured and updated when needed
with rules-based dispute plans that ensure all card association, network, and
federal regulations such as Regulation E and Regulation Z are enforced. This
includes reason codes, day limits, amount limits, and sequential dispute actions.
Each dispute plan is configured to support the appropriate dispute actions
(e.g., copy request, chargeback, representment, adjustment, retrieval request,
fulfillments, and user defined actions) for the governing entity (e.g., Visa, MasterCard).
The system also creates the necessary fraud reports for card associations (e.g., SAFE and
Fraud Advice). As a result, users no longer have to remember complex industry regulations.
Advanced Workflow Engine
Concourse — Disputes includes a flexible and powerful workflow engine that guarantees
no steps are missed, each step is completed in the correct order, and all deadlines are met.
The system includes the business logic that ensures dispute actions are based on network-specific
rules. It also allows company-specific processing steps to be injected into workflows,
such as supervisory approvals. A graphical workflow diagram is provided for creating
workflows and presenting them during dispute processing, so it is easy for the user to see the
workflow plan and the next available action for each dispute.
Automated Alerts & Notifications
Concourse — Disputes automatically sends advisements and reminders via e-mail.
Advisements provide notifications to appropriate users when events occur, such as a
chargeback being received or an attachment being added. Reminders are generated for
time-sensitive events that are at the beginning or nearing the end of their availability
window. These automated notifications assure that all claims are being successfully
managed and comply with time-sensitive, regulatory actions.
Real-Time Monitoring & Reporting
The online monitoring and reporting tools provide up-to-date information for all dispute
activities. This includes summary and detailed information on outstanding disputes, settled
disputes, future workflow steps, case activity, and analyst productivity. Concourse — Disputes
provides pre-defined reports, which can be downloaded into PDF, text, CSV or spreadsheet formats.
In addition, all data in the Concourse transaction repository is stored in an open database that
is compatible with ODBC- or JDBC-complaint report writing tools, such as Crystal Reports.
Concourse provides all the online monitoring and reporting tools required to achieve excellence
in the area of disputes management processing.
Contact Us Today
Baldwin Hackett & Meeks, Inc. (BHMI) would be honored to discuss how Concourse — Disputes
automates and simplifies the tracking, managing, and processing of exception items. Simply
to contact us.