Liability processing

Pega Smart Dispute™ Agentic Automation supports liability processing through write-offs and customer liability determinations.

In Pega Smart Dispute Agentic Automation, liability processing can happen at different stages in the dispute processing. The Issuer can do a low value write-off as early resolution, when the customer is raising a dispute for low value transactions.

During the process dispute resolution, whenever the process holds the cardholder liable, one of the following three outcomes occur:

1. The Issuer bears the disputed amount as a loss.
2. The cardholder pays the disputed amount.
3. The disputed amount is split between the Issuer and the cardholder. In this case, the sum of the amounts paid by the two parties is equal to the disputed amount.
   For example, if the back-office Portal agent tries to process the liability with a mismatch between the sum of the amounts paid by the Issuer and the cardholder, and the disputed amount, the application displays an error and the agent cannot proceed with the liability processing until the sum of the amounts paid by the two parties is equal to the disputed amount.

Pega Smart Dispute Agentic Automation incorporates regulatory requirements into liability processing, thereby helping to support banks maintaining compliance while efficiently managing disputes. Regulatory compliance ensures that cardholders pay the amount that is regulated by the laws that safeguard their interests.

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This Topic is available in the following Modules:

• Dispute processing features v1
• Dispute processing features v2