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Payment Horizons

August 4, 2016

How To Automate Dispute Management While Protecting Investments In Existing Systems


According to the American Bankers Association, credit cards are used for approximately $2.5 trillion in transactions a year in more than 24 million locations around the world. With tens of thousands of card transactions being processed every second, it’s no surprise that banks are seeing a significant increase in credit card dispute cases. These costs have risen to more than $750 million annually. This expense, combined with regulatory reform and customer demand, increases the pressure to resolve each case efficiently.

Leading payment providers are searching for solutions to help process and settle these costly disputes more effectively. When one of the world’s largest payment organizations divested from its parent company, it needed an internal dispute management solution. In addition, the company had the added challenge of leveraging a heavy investment in its Oracle middleware platform stack.

To achieve these results, this payments company needed to team with an organization with the payments industry experience to meet these challenges. Fortunately, the payments organization already had a long-term relationship with a partner that had the necessary expertise to successfully implement a solution.

An adaptive, flexible solution was required to process disputes and chargebacks, manage fraud, and comply with stringent regulations. The dispute management solution needed to be built on the Oracle platform and include testing and support services while ensuring zero downtime throughout the implementation process.

A project team was established to provide process analysis that could be used to create a solution blueprint and predictive modeling. The team developed a business catalog design and restructured the BRMS to meet industry regulations. These capabilities enable the payments provider to resolve disputes more quickly, reduce transaction expenses and increase customer satisfaction with improved resolution processes.

That partner, RS Software, delivered an end-to-end solution with an expansive technology portfolio that spanned all business process management systems. It also leveraged the Oracle Fusion 11g Middleware Stack and deployed a BPM application that eliminated the need for developing any new code.

Learn more about the RS Software approach, click here.