Card Dispute Management System

Card Dispute Management System (CDMS) is an AI-powered, end-to-end dispute management platform designed to help Financial Institutions streamline and automate the complete dispute and chargeback lifecycle. Through seamless integration with core banking systems and global payment networks such as Visa and Mastercard, CDMS enables real-time case processing, intelligent decision support, faster recoveries, improved compliance, and reduced operational costs.

Typical Industry Challenges

• Fragmented dispute processes and excessive manual intervention.
• Siloed systems and limited integration with card networks and banking platforms.
• Inefficient investigations caused by dispersed transaction and evidence data.
• Limited end-to-end visibility across the dispute lifecycle.
• Revenue leakage due to delayed validations and manual processing.
• Challenges in scaling operations to match growing transaction volumes.
• Compliance risks arising from scheme timelines and documentation requirements.
• Poor customer experience due to slow resolution and status transparency gaps.

• Omni-channel Dispute Intake: Capture disputes across banking systems and customer channels (email, SMS, chat, calls) into a single source of truth.
• Smart Case Assignment: AI-driven routing based on agent availability, efficiency, and past performance.
• AI-powered Processing: Automate classification, extraction, summarization, and triage to reduce manual effort.
• Contextual AI Guidance: Provide real-time policy recommendations and decision support.
• Agentic AI Support: AI agents assist with case handling, reason code evaluation, and decision support.
• Automated Decision Execution: Automate write-offs, conditional credits, and resolution actions through business rules.
• End-to-End Documentation: Seamlessly generate formatted documents for card network submissions.
• Chargeback Workflow Management: Manage the full dispute lifecycle from chargeback to arbitration and write-offs.
• Accounting & Core Banking Integration: Post settlement entries and integrate with core banking systems.
• Seamless Integrations: Connect with card schemes and other banking systems using low-code connectors.
• Automated Communications: Enable timely notifications to customers, merchants, and dispute teams.
• Transparency & Compliance: Maintains audit logs and ensures complete transparency across the dispute lifecycle for better tracking and governance.
• PCI – DSS Compliant: Ensures robust data security and compliance with PCI-DSS industry standards.
• Configurable Reporting: Deliver SLA, settlement, operational, and performance reports.

Acquirer Module:

• Dispute request and information retrieval.
• Validation of transaction, duplicate check and account verification.
• Categorization of refund transaction.
• Refund management and communication management with the customer/merchant.
• Reporting to regulatory authorities and payment processors.

Issuer Module:

• Integration with Mastercomm for direct reporting of chargeback and fraud.
• AI chatbot for raising dispute and getting answers.
• AI Insights for dispute assessment, risk factors, recommendations, next steps.