SmartBPM® Solution Framework for Credit- and Debit-Card Dispute Automation

For most card-servicing organizations, processing disputes and chargebacks continues to be labor-intensive and costly. Changing regulatory and card-association requirements, strict processing deadlines, and disparate systems add even greater complexity.

Smart Dispute™ is a powerful Business Process Management (BPM) solution framework that enables credit- and debit-card issuers to automate the resolution of disputes and chargebacks, dramatically reducing processing costs.  Pegasystems' SmartBPM® automates routing tasks and guides staff through those tasks that require human intervention. The Smart Dispute solution framework enables front-line customer service representatives to capture all the customer information required to resolve a dispute at the first point of customer contact, and to handle even the most complex disputes without a call transfer — and often without any further manual intervention. The result can be a dramatic increase in per-person processing rates and a reduction in training. Moreover, Pegasystems' logical visual interface allows issuers to build for change, implementing process changes with ease to meet changing market and regulatory conditions.

• Automation of the dispute process — through smart business process management
  • Process automation and systems integration minimize manual work, automating routine tasks such as data retrieval, duplication detection, financial adjustment, and cardholder correspondence.
  • Smart Dispute resolves many types of disputes, straight through from the first point of customer contact, without any further human intervention.
  • Using Smart Dispute lets you tailor the dispute process to proactively manage your portfolio, managing risk and customer service accordingly for differently valued customers or transactions.
• Managed association compliance — through compliance subscription
  • Reason Code Advisor™ prompts non-specialist service agents with the questions they need to answer in order to reach a valid reason code and gather all required data.
  • Smart Dispute Compliance Subscription™ provides twice-annual updates to reason codes, forms, timeliness, documentation requirements, etc. for compliance with top association regulations through the first chargeback.