Você está fazendo malabarismos com várias disputas de estorno. Como você garante a eficiência sem sacrificar a qualidade?

Balancing efficiency with quality in handling multiple chargeback disputes requires a strategic approach—leveraging automation for routine tasks, prioritizing cases based on impact, and fostering cross-department collaboration. By streamlining processes and empowering teams with the right tools and training, we ensure that every dispute is handled swiftly without compromising on the thoroughness and accuracy needed to protect our bottom line and maintain customer trust.

I believe that the the issuer can play the most important role since issuers also have the data of the customer transactions where they can build the required patterns to see if the customer usually make purchases from untrusted merchants' websites. Technically, acquirers and payment gateways can also find out from the transaction data, the IP address it came from, the device data collection, the browser data, etc. Above that, the authentication of the transaction and whether it was performed securely (with friction or frictionless 'No OTP Authentication'). These are all can be compared with the other transactions performed by the same customer and can help finding out whether this chargeback is ligit or not.

Below are the some of ways to achieve that: 1. Prioritize Cases by Urgency & Value: Not all chargebacks are equally impactful. Prioritize disputes based on factors like the deadline, financial impact, and likelihood of winning. 2. Use a Chargeback Management System: These systems can track deadlines, generate reports, organize documentation, and help manage workflows. 3. Standardize Templates Processes: Create templates and checklists for common types of disputes to ensure consistency and speed up preparation. 4. Delegate & Collaborate: Break down tasks and delegate to team members. 5. Automate the process where Possible: Automate routine and repetitive tasks like generating dispute responses or flagging cases nearing deadlines.

- Le secret dans la gestion des litiges est la sensibilisation aux clients sur comment sa fonctionne. - La mise en place de la procédure qui sera connue par les clients et respectée par les gestionnaires à la clientèle. - Les.delais de remboursement ne doivent pas depasser 72 heures. - Le respect des délais doit être primordial.

Centralizing documentation is vital for maintaining consistency and efficiency in your organization. By housing all documentation in a single, accessible location, you ensure that team members can easily find the information they need, reducing duplication and errors. Use tools like wikis, cloud-based document management systems, or knowledge bases to organize and update documents in real-time. Standardize documentation formats and ensure regular reviews to keep information current. Centralizing documentation not only streamlines communication and collaboration but also supports onboarding, training, and compliance efforts across the organization.

You need to organize all relevant information in a single, easily accessible location, you can streamline the process, reduce errors, and ensure that each dispute is handled with the necessary attention to detail. This approach not only saves time but also enhances accuracy and consistency in resolving disputes.

Proper documentation and sop should be in place for processing chargeback as issuer and acquirer. Also, all the documents related to chargeback must be stored for future reference.

Um sistema rápido e com as devidos armazenamento podemos ter uma tomada de decisões mais rápidas e ser assertivo na resposta com o cliente.

If you have a team, delegate specific chargebacks or tasks to team members based on their expertise and workload and ensure that responsibilities are clear and that there is no overlap.

Automating processes in payment systems enhances efficiency, reduces errors, and improves transaction speed. By implementing automation for tasks like payment processing, invoicing, and reconciliation, you can minimize manual intervention, lowering the risk of human error. Use automated fraud detection tools to monitor transactions in real-time and flag suspicious activities. Automate compliance checks to ensure adherence to financial regulations and reduce audit burdens. Additionally, integrating automated customer notifications and reporting helps keep users informed and streamlines your operations. Automation not only optimizes performance but also allows your payment system to scale effectively while maintaining accuracy and security.

it's important to remember that automation is a tool designed to assist you, not replace the need for careful review. While automation can handle repetitive tasks and provide a solid foundation for your chargeback responses, it’s still crucial to personally assess each case, especially when dealing with more complex disputes. Balancing automation with human oversight ensures that you maintain control over the process while benefiting from the efficiencies that automation offers.

Automation usually streamlines repetitive tasks, such as data collection, document generation, and initial dispute reviews, allowing more time for thorough analysis and resolution. By integrating automation, businesses can maintain high standards of accuracy and consistency while handling a higher volume of disputes, ultimately improving both efficiency and outcomes.

Automation should be considered. Review on case by case basis will be intiated depending on the scenario. Automation mitigates potential fraud.

Continuous training and upskilling and cross skilling is a what will keep the work balanced and ensure volume spikes are managed well

Time to time training of the team and updating team with the latest regulatory circulars related to chargeback will enhance productivity of the team members in handling chargeback scenarios

Knowledge Sharing: Ensure your team members have a thorough understanding of chargeback regulations, dispute procedures, and industry best practices. Continuous Learning: Provide opportunities for training and development to keep your team updated on industry changes and emerging trends.

Entrenar al equipo. Distribuir las cuentas más polémicas, revisar si los mecanismos en uso están acorde con las tendencias y los procesos vigentes. Una de las cuestiones más importantes a considerar a la hora de dirigir un equipo es precisar las capacidades de cada cual y en base a eso crear equipos de trabajoque no sólo ejecuten, sino que piensen.

Training your team in handling payments and disputes is essential for minimizing chargebacks and ensuring smooth operations. Regular, continuous training keeps your staff updated on the latest trends, regulations, and best practices in payment systems. A well-trained team can efficiently assess disputes, make informed decisions, and reduce the likelihood of costly errors. By empowering your team with the necessary skills, you ensure they can maintain both speed and accuracy in their work, enhancing your ability to manage chargebacks effectively and protect your revenue.

By consistently reviewing the outcomes of disputes and the reasons behind them, you can identify recurring issues that may be contributing to higher chargeback rates. Whether it's gaps in your payment processing, customer service, or specific products that are frequently disputed, understanding these patterns allows you to take targeted action to reduce future chargebacks.

Conducting regular analysis of your chargebacks is crucial for identifying patterns and areas for improvement. By tracking dispute outcomes and understanding the reasons behind them, you can uncover weaknesses in your payment processing or customer service that may be contributing to higher chargeback rates. Proactively addressing these issues not only reduces future disputes but also simplifies the management of current ones, as fewer cases will arise. This ongoing analysis helps you refine your processes, protect your revenue, and enhance customer satisfaction.

Introduce the system called ”Dispute Radar”, where the work will be based on monitoring several disputes at the same time. Specific chargebacks should be attributed to a particular ‘flight,’ which follows its journey through given analytical dashboards such as Tableau. If there is a conflict, document and share it, then look at the conflict patterns on a weekly basis as one looks at the weather to look for conflicts.

Under Promise and Over Deliver: Ensure the team understands all chargeback types and regulations. Use the timelines (for instance, domestic ATM chargeback as an issuer) to give customers timelines. If the regulation is say, 5 days, you might want to give your customer 6 days as a timeline. Worst case if the acquirer or scheme delays, you can still respond on the 6th day. Best case, the acquirer/scheme reverts before the 5th day and you can respond (and over deliver) to the customer.

Incorrect Transaction tags and Merchant Data often leads to Cardholders raising disputes about legitimate transactions. Improving the quality of transaction data and correct categorization would help reduce a good percentage of disputes/Chargebacks.

When chargebacks spike, I tell clients a story: Imagine a marathon race but individuals get distracted by hurdles. Charge backs are indeed such hindrances; they reduce the rate of output. I describe how our team is more of a ‘road map’, avoiding such obstacles. For this reason, customers get in touch with us early in their process since they want to stay on track regarding the speed and quality of production, and they do not want to incur expensive errors. We give them the map, they dictate the tempo

Effective customer communication is key to preventing chargebacks. Make sure your contact information is easily accessible, and encourage customers to reach out if they encounter transaction issues. By resolving problems quickly and amicably, you can often prevent a chargeback from being filed. When disputes arise, clear communication helps you gather necessary evidence and understand the customer's perspective, which is vital for crafting a compelling response to the bank or credit card issuer. Strong customer communication not only reduces chargebacks but also builds trust and loyalty.

Entendo que se você sabe que tem um estorno e o cliente vai contestar adiante o processo. Contate o cliente com as informações claras e precisas, sendo pro ativo em atender o cliente mantendo a imagem e reputação da empresa.