Skip to main content

         This documentation site is for previous versions. Visit our new documentation site for current releases.      

Claim processing

Updated on June 12, 2022

Pega Smart Dispute for Issuers includes intent-led processes to guide users through end-to end case management including transaction details, attachments, cardholder, merchant, and acquirer information for transparency into every dispute and payment exception across lines of business and geographies. The application covers consumer billing errors and bank or customer-identified fraud.

Pega Smart Dispute for Issuers

Credit and debit card disputes

Pega Smart Dispute for Issuers includes a data model and dispute processing rules for debit and credit card disputes of both PIN and signature transactions.

ATM disputes

Pega Smart Dispute for Issuers includes dispute reasons and flows for ATM disputes, for both debit and credit cards.

ACH disputes

Pega Smart Dispute for Issuers includes dispute reasons, WSUD documentation, investigation requirements, and current NACHA return reason rules.

Manual case creation

Dispute operators can create new disputes manually when transaction data has been archived or is unavailable due to systems issues, allowing the customer s information to be gathered for further processing once the transaction data is available.

Qualify and talk-off processing

Dispute reason selection drives the appropriate questions, so all pertinent information is collected from the customer at the first point of contact. All answers are captured for use in downstream recovery channels, and are available for subsequent case review, minimizing call-backs or transfers.

Duplicate processing

Pega Smart Dispute for Issuers includes a standard duplicate scoring rule and options for indicating whether a new dispute is a duplicate of another, should be linked to another, is a reassertion of a prior dispute, or is a new dispute. Warnings appear if the total disputes resolved in a customer s favor exceed the transaction amount of a posted transaction.

Authorization disputes

Pega Smart Dispute for Issuers allows the creation of a dispute on an authorization record (pending transaction) prior to the transaction posting. This feature supports increased customer diligence with mobile alerts and online statements. Decision rules search for the matching posted transaction and resume dispute processing, or auto-close when no transaction posts.

Multi-transaction claims

Pega Smart Dispute for Issuers provides parent/child case management, where one claim can contain one or more disputes. This architecture allows multiple transactions to be disputed in one claim, with the flexibility for claim level actions, such as issuing one provisional credit amount for the sum of all disputes; and bulk actions, such as charging back multiple disputes for the same reason code. Delayed dispute creation for the largest number of disputed transactions improves users’ ability to capture consumer s claim information efficiently.

Fraud processing

Pega Smart Dispute for Issuers parent/child case management is critical for processing fraud claims, where typically more than one transaction is affected. This architecture allows the user to communicate with the customer, perform accounting, and access all recovery channels, including schedule chargeback or dispute processing, third -party disputes processing integrations, or simple write- offs.

On-Us dispute processing

Pega Smart Dispute for Issuers can identify if a disputed transaction is On-Us or not with extension rule by comparing BIN number based on the association. The case footer will identify disputed transactions as eligible for On-Us processing, On-Us disputes will also support multi-transaction claims and allow issuers to make decisions on disputes internally without requiring a submission to the associated card network.

Have a question? Get answers now.

Visit the Support Center to ask questions, engage in discussions, share ideas, and help others.

Did you find this content helpful?

Want to help us improve this content?

We'd prefer it if you saw us at our best. is not optimized for Internet Explorer. For the optimal experience, please use:

Close Deprecation Notice
Contact us