Dispute Management With CoreDISPUTE

Dispute resolution is a fact of life for any card processor CoreDISPUTE is designed to work seamlessly with CoreCard’s suite of products. CoreDISPUTE handles Disputes and Chargebacks and comes with predefined and user-defined queues to make it easier to process disputes the way you work.

 

Automatic Case Creation
CoreDISPUTE systematically creates cases out of disputed transactions. A case ID is assigned to each case in sequential order. Users work the cases using online panels and try to resolve these cases by communicating to their customers. A log of all activity is stored for review and audits.

Automatic Queue Assignment
Cases are assigned to queues to be worked and are presented to users according to the queues they are assigned to, according to a predefined priority. Preset queues are delivered with the system and you can easily and quickly define custom queues as needed. Queues can only be created by personnel having the proper security (supervisors) and queue priorities will be determined by the System Administrator.

Transactions are Both Systematically and Manually Transferred to CoreDISPUTE
On the CoreACQUIRE side, whenever a chargeback or retrieval request transaction is received from an association, the transaction is automatically be transferred to CoreDISPUTE to be worked.

On the CoreISSUE side, systematically-initiated chargebacks are automatically being transferred to CoreDISPUTE . After creating the chargeback record entry for the clearing file, a dispute case is created and the entrance point for these cases is a passive queue (“sent chargebacks”), since the next action will be taken by the acquirer.

On the CoreISSUE  side, after receiving the cardholder’s claim letter, a Customer Service Rep initiates a chargeback simply by clicking a button on an online screen. When the case is transferred to CoreDISPUTE manually, the step is initially set as a “Presentment.”

Closing Disputes
Cases can be closed by one of three ways: by accepting the latest message sent by the opponent, automatically winning or losing the case by not receiving or not sending any further responses in the allowed timeframe (this feature may be turned on and off as needed), or by simply changing the case manually.

Reports
A number of reports may be run to review agent and case detail and summary activity.

Integrated Letters
Letters can be generated automatically or manually at any stage of the collection process and as part of any scripted outcome selected by a collector. Letter templates with commonly used variables are provided with the application, which can be easily customized as required. Full integration with Microsoft Word is supported.

Advanced Reporting
Standard and ad hoc reports are supported to monitor accounts in dispute.

 

CORECARD PRODUCTS SHARE A COMMON SET OF DISTINCTIVE CoreENGINE-ENABLED FEATURES

	CoreENGINE Platform   Transaction Processing Engine     Shared Components   User Security - GUI - Posting - Business Rules - Workflow - Data Access

Multilingual/Multi-Currency Support

• Multiple concurrent languages (includes double- and multi-byte characters) and multiple currencies supported.

• Unique GUI engine accommodates differences in character/alphabet spacing across languages.

• CoreCard Localization Editor allows non-programmers to perform translations.

 Real-Time Posting

• CoreENGINE’s powerful real-time posting engine provides up to the minute data.

• Projections and re-projections are processed in real-time and impacted balances and interest are recalculated automatically.

Open Architecture

• Facilitates easy integration with third party applications.

• Multiple concurrent languages (includes double- and multi-byte characters) and multiple currencies supported.

• Unique GUI engine accommodates differences in character/alphabet spacing across languages.

• CoreCard Localization Editor allows non-programmers to perform translations.

Account and Role-Based Security

• “CRUDE” (Create, Read, Update, Delete, and Execute) security feature enables point-and-click definition of system and account level access by user and user group levels.

Unmatched Flexibility

• Unlimited number of card and merchant account hierarchies supported.

• Parameter, language and currency inheritance capabilities enable rapid mass changes and eliminate manual data entry errors.

• Temporality feature enables merchant rates, payment schedules, credit limit increase and all processing rules to go into affect in the future and/or for a limited time period.

• Flexibility in scheduling critical and non-critical processes.

• Standard (e.g. daily, weekly & monthly) or custom (e.g. retail quarter) time periods supported.

Automatic Audit Trail

• Real-time or future-dated changes are fully tracked in audit trail logs.

User Assistance

• General online help tutorial, a “How to” FAQ, and field-specific help are all conveniently accessible within the application.

• User documentation available in both Microsoft Word and PDF formats.