Skip to main content

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

Non-Card claim processing

Updated on June 12, 2022

Currently, Pega Smart Dispute for Issuer supports Visa, MasterCard, AMEX, and ACH payment types out of the box. The payment exception recovery (PER) model workflow is a generic dispute processing flow and an intelligent, agile solution to rapidly resolve customer disputes and payment exception inquiries for non-card related claims. With this workflow, you can onboard a dispute process for any new payment type.

Pega Smart Dispute for Issuers

The Claim case contains steps for account selection, transaction selection, and collecting supplemental information in which CSRs participate to initiate an account dispute. The Payment Exception Recovery model workflow supports the following functionalities:

  • Evaluate duplicate
  • Regulation
  • Low value write-off
  • Customer interview
  • Dispute validation
  • Evaluate provisional credit
  • Submit to counter party
  • Accounting
  • Customer communication.

For more details on the Payment Exception Recovery model workflow, refer to Payment Exception Recovery Overview page on Pega Community.


Using the Payment Exception Recovery workflow and low code development, Pega has implemented a dispute process for Zelle Payments. Zelle is a Peer-to-Peer (P2P) payment network used by US banks. With this release, banks may use this feature to manage disputed Zelle transactions on behalf of their customer. For more details on Zelle, refer to Zelle Payment Process on Pega Community.

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