Concourse – Disputes is a robust, workflow-driven disputes management system designed to manage the full dispute lifecycle from initial claim entry to final resolution for both issuers and acquirers. It centralizes and automates all aspects of electronic payment dispute processing, including chargebacks, representments, arbitration, and other dispute-related activities, while remaining fully compliant with network-specific and custom workflows. By integrating with network dispute systems, providing pre-populated and dynamic screens, and automating next-step actions, Concourse – Disputes minimizes user input and errors, streamlines operations, and ensures consistent, accurate dispute processing. Configurable work queues and automated notifications combined with the ability to extend dispute management to external business clients, enhances efficiency, reduces workload, and accelerates resolution times.
- Remain compliant with network-specific and custom workflows: Concourse – Disputes ensures full compliance with card network rules, federal regulations, and custom organizational workflows through a set of pre-configured, rules-based dispute plans that define the required reason codes, day and amount limits, and the sequence of dispute actions. Each plan is tailored to support the correct dispute processes for its respective network or governing entity. BHMI’s Concourse Product Division maintains these plans by updating them based on every mandate release, ensuring that all network-specific actions, workflows, rules, and regulations are automatically enforced. By embedding these requirements directly into the system, Concourse eliminates the need for users to memorize complex industry regulations, reducing errors, minimizing risk, and enabling disputes to be handled accurately and in full compliance.
- Streamline processing via integration with network dispute plans: Dispute management is streamlined because Concourse – Disputes provides two-way integration with major network dispute systems such as Mastercard Claims Manager and Visa VROL. This seamless connectivity allows dispute data to be sent to and received from these networks, eliminating manual data entry, reducing errors, and accelerating the resolution process. With this direct integration, companies can efficiently manage disputes within a single platform, saving time, improving operational efficiency, and enhancing overall accuracy.
- Minimize user input and errors with pre-populated user screens: Because all transaction data from external sources is automatically retrieved, loaded, and linked within the Concourse repository, the information needed to create and manage a dispute claim is readily available on user screens. When an authorized user opens a dispute claim, the system automatically populates the relevant screens with the original transaction data, reducing clerical errors, saving time, improving productivity.
- Improve efficiency with dynamic screens that guide users: Operational efficiency is enhanced with dynamic, intuitive user screens that guide users through every step of the dispute workflow process. As a result, dispute analysts can successfully make progress on each dispute claim without the need for extensive disputes training and the risk of workflow errors. From initial claim entry to final resolution, these screens ensure that all required information is captured, allowable actions are followed, and dependencies between dispute steps are managed correctly. By guiding users through the process and minimizing manual errors, Concourse reduces processing time, increases accuracy, and ensures that disputes are managed consistently and efficiently across the organization.
- Reduce Workload with auto-created next possible actions: To accelerate and simplify the disputes management process, Concourse – Disputes can automatically generate the next possible dispute actions such as issuing a provisional credit, filing a fraud report, or initiating a representment. By automating these actions, organizations can reduce errors and improve productivity.
- Ensure success with configurable work queues and automated notifications: Companies can stay on top of every dispute with configurable work queues and automated notifications that keep tasks organized and deadlines visible. Work queues prioritize and route dispute items to the appropriate teams, while notifications ensure that critical actions are never missed. Advisements notify appropriate users when events occur, such as a chargeback being received or an attachment being added. Reminders are generated for time-sensitive events that are at the beginning or nearing the end of their availability window. Together, these features improve operational efficiency, reduce the risk of missed or delayed actions, and ensure that disputes being successfully managed and comply with time-sensitive, regulatory actions.
- Automate document management and letter generation: With Concourse – Disputes, manual paper handling is a thing of the past. Internal users and external business clients can attach documentation as digital images, linking them to one or multiple disputes. The system also integrates directly with network dispute platforms such as Mastercard Claims Manager and Visa VROL, removing the need to upload documents into separate systems. Additionally, Concourse supports a wide range of correspondence through a template-based framework that automatically populates letters with the appropriate claim details. Correspondence can be generated individually or in bulk as flat files and seamlessly delivered via any preferred distribution method, further simplifying communication and dispute management.
- Extend dispute management to external clients and processors: Concourse – Disputes provides flexible access that allows dispute management to be performed not only by internal teams but also by external business clients and processors, all within a secure, controlled environment. Role-based permissions ensure that each participant can access only the information and functionality relevant to their responsibilities, while maintaining compliance with regulatory and network requirements. This collaborative approach streamlines communication, reduces administrative bottlenecks, and empowers all parties to take timely action on disputes. By enabling multiple stakeholders to participate directly in the dispute process, companies can accelerate resolution, improve transparency, and enhance operational efficiency across the entire dispute lifecycle.
Concourse Dispute Management system is a powerful tool that simplifies the dispute management process and provides a seamless experience for all parties involved. It streamlines the chargeback process and ensures compliance with industry standards and regulations, making it an essential tool for any organization that handles electronic payment transactions.
