25 May 2012
WorldPay, the global leader in payment processing, risk and alternative payments has launched Dispute Management System (DMS), a pioneering technology that automates the monitoring and processing of Requests for Information (RFI) and chargebacks, saving merchants considerable time and resource.
DMS is a secure chargeback management platform that allows merchants to respond to issuer-initiated chargeback and RFI requests. As merchants contend with customer-not-present (CNP) fraud, DMS is an integral solution that facilitates efficient chargeback management, reduces issuer penalty fees, and helps prevent merchant online account suspension.
DMS decreases the time it takes for chargeback documents to be received by acquirers, and reduces the potential for documents to go missing by automating the process. The DMS incorporates functionality which allows merchants to 'bulk upload' documents for review so multiple sources of information can be attached to a chargeback file.
DMS bolts-on to merchants' existing Acquirer and Payment Gateway, so merchants can benefit from a detailed electronic record and audit trail of merchant chargeback and RFI history, regardless of acquirer or existing gateway. DMS also allows merchants to set internal access privileges and create new user accounts, ensuring control of who can access and view the data.
In addition, the DMS incorporates Early Warning Signs alerting merchants when they are approaching their hurdle rate, allowing them to rectify their chargeback ratio.
Merchants access DMS by logging in using a URL in accordance with their unique credentials. It works by:
- Providing a location for the acquiring payment processor to place RFI and chargeback requests into batch files on a daily basis.
- Allows the merchant to view files alongside the 'reason of dispute' and transaction details for the relevant RFI or chargeback.
- Allows the merchant to confirm the purchase, sending supporting documentation to WorldPay, who then relays the response to the issuer.
- Based on the issuer's response, the merchant can update the status of the dispute within the DMS and proceed accordingly.
Phil McGriskin, Chief Product Officer, WorldPay, comments: "The management of RFIs and chargebacks is time-intensive for merchants and requires considerable expertise and resource to handle manually. DMS is a major step forward in automating this process, reducing the amount of resource required to deal with such requests, all through a secure and customisable platform. WorldPay works closely with merchants to fully understand their fraud requirements and the DMS has been developed in response to these needs, providing merchants with the most advanced acquiring and support services."
Prior to launch, an initial pilot of the DMS was conducted with global merchants across a number of vertical sectors. WorldPay used customer feedback to enhance the reliability of the system and level of efficiencies experienced. Ongoing development to the DMS will take place to ensure a consistently high level of functionality.