Early resolution for disputes

Pega Smart Dispute Agentic Automation includes a standard duplicate scoring rule and options for indicating whether a new dispute is a duplicate of another, should be linked to another, is a reassertion of a prior dispute, or is a new dispute.Warnings appear if the total amount resolved in a customer's favor on a posted transaction exceeds the transaction amount. This is applicable even if the customer has raised multiple disputes for part amounts on the same transaction.

Sometimes banks find themselves in situations where disputes are raised for amounts that are quite low. The cost of pursuing such disputes in terms of processing and chargeback is more than the actual disputed amount. To avoid such extra costs, banks find more value in writing-off such disputes rather than pursuing them. The banks bear these small losses to avoid the hassle of processing the dispute in terms of monetary costs, effort and time.

Pega Smart Dispute Agentic Automation offers flexible configurations that enable banks to set threshold values for the automatic write-off of low-value transactions. This feature is tailored to meet the specific business needs of each bank, ensuring efficient handling of minor disputes. The configurations can be easily enabled and updated at both the claim and dispute levels, providing a seamless and customizable solution for managing low-value disputes.

Pega Smart Dispute Agentic Automation enhances dispute resolution efficiency by automatically identifying matching credit transactions processed by merchants for disputed transactions. Operators can review the identified credits and either fully resolve the dispute or continue the dispute with partial amount when partial merchant credits are available or continue the dispute processing for original amount if the credits are not resolving the issue. This streamlined process ensures that disputes are handled promptly and accurately, improving overall operational efficiency and customer satisfaction.