Ethoca, an anti-fraud technology provider, has partnered Pegasystems, a US-based provider of customer relationship management solutions, to automate the resolution of customer service and fraud related disputes without resorting to chargeback process.
Following the agreement, any card issuing bank using Pegasystems’ Smart Dispute for Issuers can now quickly plug into Ethoca’s Global Collaboration Network and accelerate the fraud and dispute recovery process and eliminate manual intervention.
Smart Dispute for Issuers breaks down operational silos by enabling increased business agility to assist in automating timely resolution of disputes, claims, and chargebacks.
Ethoca co-founder and EVP for issuer relations Trevor Clarke said: "Not only do cardholders enjoy a much better experience, our card issuing customers can now streamline their entire dispute recovery process, ensure 100 percent accurate resolution, significantly reduce their costs of recovery and even expand the universe of disputed transactions they can recover.
"This includes low value purchases like digital goods that are typically too expensive to recoup through the chargeback process or 3DS transactions where no chargeback rights exist."
Ethoca said that initially the integration with Smart Dispute will be available for customer dispute transactions, which will be followed by support for confirmed fraud.