Improving the Dispute Experience: Transparency Is Power

Providing consumers with clearer transaction details has the potential to reduce call volume by about 25%.

Boston, May 26, 2020 – The ability for cardholders to dispute a transaction is a fundamental underpinning of the payment card value proposition and a key reason why consumers around the globe embrace card payments. The operational reality of enabling disputes and chargebacks, however, has a lot of room for improvement, in terms of both the customer experience and operational efficiency for merchants and issuers. How are players in the payments ecosystem addressing the challenges associated with dispute and chargeback management, and how will those efforts evolve over the next couple of years?

This report examines the consumer dispute experience as well as the developments in the payments ecosystem that are intended to ameliorate the dispute-resolution process. In this research effort, sponsored by Ethoca, Aite Group surveyed 1,004 U.S. consumers in January 2020 to understand the degree of frustration that dispute resolution currently causes relative to other card experiences. Aite Group also interviewed 10 large North American credit and debit card issuers as well as a number of large e-commerce merchants from November 2019 to February 2020 to better understand the industry’s challenges and form the basis for this report.

This 28-page Impact Report contains 22 figures and four tables. Clients of Aite Group’s Fraud & AML service can download this report, the corresponding charts, and the Executive Impact Deck.

This report mentions Envestnet, Ethoca (a Mastercard company), Ondot Systems, Verifi (a Visa company), and Yodlee.

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