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Zelle Payments Exception Process Overview

Updated on June 22, 2022

Pega Smart Dispute for Issuers currently supports Visa, Mastercard, and American Express exception cases, along with ACH and ATM exceptions. Zelle is a payment service that enables users to transfer funds from their bank account to another registered bank account holder using a mobile number or email account linked to their demand deposit account (peer-to-peer payments). Zelle is considered a real-time payment which is settled through either ACH or The Clearing House's RTP network.

Pega Smart Dispute for Issuers

Many issuing banks supports one or more non-traditional payment networks such as Faster Payments in the UK, NPP in Australia, EFTPOS, JCB, Zelle, and Venmo. Each of these new payment network processes exceptions in different ways. The new payment exception recovery case model workflow is positioned to address this challenge..

Payment Exception Recovery is a case model workflow designed for issuer banks as a generic dispute and fraud processing flow to handle digital payments. It is an agile solution to rapidly resolve customer payment exception inquiries. The flows are generic and have been developed to leverage common exception processes that can be extended for any case type like plastic, non-plastic, and crypto payments.

Using the Payment Exception Recovery model, Pega has developed a new exception process for Zelle Payments for US issuers. This new feature used best practices of low-code development and Pega’s best-of-breed case architecture to quickly implement new case types.

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