Dispute Optimization
We advise on payments dispute management, and help to enhance processes, increase effectiveness, and ultimately, improve profitability.
Managing disputes can be very expensive if not done effectively, and chargebacks can severely impact profitability and the customer experience.
The number of disputes in recent years shows no signs of stopping; a recent report suggests that between 2019 and 2022, the volume of disputed transactions in the U.S. has increased by 50% and the number of chargebacks by 80%.
Managing disputes is highly complex and ever-changing and requires deep knowledge of global dispute rules, end-to-end back-office processes, and dispute systems and tools.
Many organizations find it challenging to develop and maintain the right expertise, leading to excessive dispute-related costs.
Our Offering
We evaluate our clients’ dispute operations, identify cost savings and process efficiencies, and advise on best practices, leading to improved profit and client satisfaction.
Who We Work With
Our clients span the continuum of companies that participate in the payments industry, including financial institutions, FinTechs, acquirers, and payment processors.
What We Do
We leverage our deep expertise in global dispute rules and resolution, process improvement, and data analytics to develop fact-based recommendations that enable our clients to plan, manage, and execute dispute processes and programs more effectively.
How We Get Results
Following our initial analysis and development of recommendations, we conduct periodic check ups and benchmarking, to help you measure your progress going forward and ensure you are achieving real results.
Our Approach
Our experts will work side by side with your team to conduct a detailed review of your back-office dispute processing.
Identification of preventable lost disputes through evaluation of end-to-end dispute data (including all chargeback codes and conditions, first chargeback, representment, pre-arbitration, and arbitration filings.)
Dispute process flows, including the intake process (call center and online)
Staff training and educational materials
Fraud mitigation policies
Front and back end tools
Upcoming payment network initiatives / rule changes
We assess the current state of your operations and focus on identifying opportunities across six key areas.
Based on our findings, we develop improvement recommendations prioritized by their financial impact.
We can assist in setting up a project plan and implementing any recommendations, as desired.
Following the initial engagement, we conduct periodic checkups and benchmarking to help you measure your progress.
Practice Leader
Corinna Alandt (Director)
A global payments executive with over 30 years of experience and a specialization in disputes, client optimization and revenue generation. She has worked with some of the largest financial institutions and Fintechs in the U.S., and has managed a variety of complex global projects as a skilled problem solver. Furthermore, Corinna has led several high performing teams to exceed revenue targets .