Non-Card claim processing
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.
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.
Zelle
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.
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