• $11.8B
    Annual losses to friendly fraud
  • up to 70%
    of chargebacks are considered fraudulent
  • 40%
    of customers will use their replacement card less after fraud
  • 20%
    of customers will change their card provider due to poor experience
  • True Fraud
  • Friendly Fraud
  • Buyer's Remorse
  • Customer Confusion
  • Accidental Purchase
This broken chargeback process leads to a number of expensive problems and operational costs:
  • Loss of revenue
  • Increased small-balance write-offs
  • Unmanageable pend queues and lower productivity
  • Increased costs and representment volume
  • Customer dissatisfaction/Brand damage
  • Increased dispute volume/Inability to handle disputes on first call

The Right Information. For the Right Parties. At the Right Time.

Order Insight is a patent-pending platform that connects cardholders, merchants and issuers in real-time to resolve billing confusion and decrease dispute volume, providing a better customer experience. Merchant CRM and enhanced order details are shared with the cardholder through the issuers mobile/online banking platform or call center staff, in order to validate the legitimacy of the sale and enhance identification of fraud and first-party/ “friendly” fraud to improve the cardholder experience and eliminate chargebacks.

How Order Insight Works

Reduce Dispute Volume and Improve Cardholder Experience

Order Insight is a single end-to-end solution for your resolution needs, providing consumers with robust transaction details (e.g. product/service description, merchant name and device name) at their fingertips directly through your mobile application and online banking channels. This resolves the dispute at the customer level and eliminates the need for customers to call into your call center, improving the customer experience and reducing unnecessary operational expenses.

For call center inquiries that do occur, your staff is equipped with “compelling evidence on-demand”, in order to resolve billing confusion, and dissuade first party/“friendly” fraud that may lead to unwarranted chargebacks and operational losses. Any disputes that are not addressed upfront are promptly resolved with a credit back to the cardholder's account, removing the costs of downstream dispute challenges.

Key Benefits for Issuers

ADDED BONUS –

Descriptor Exchange, Exclusively with Order Insight

Get descriptor intelligence for up to 70% of merchants:

  • Includes information such as merchant name, address, customer service phone number for any Merchant—not just merchants enabled with Order Insight
  • Reduce time-consuming research and lower operational expenses

Order Insight in Action

Robust Transaction Details Shared Through Order Insight

Order Insight delivers merchant CRM and robust order details directly to the cardholder through the issuer’s mobile application/online banking channels and call center staff to validate the sale and facilitate faster resolution and improved customer experience.

For call center inquiries that arise, issuers are equipped with the compelling evidence they need to flag unethical cardholders looking to game the system—or resolve the confusion created by vague descriptors—before they spiral into costly chargebacks and any resulting losses.

1

Product/Service:

Name of the product or service purchased and other product details including size, color, and quantity.

Use Case:

Clarify descriptors & validate the sale

Example:

The order was for a blue, ‘Sunshine’ summer dress, size 4.

2

Merchant:

Name, address, customer service phone number and email address; plus relevant links, including terms and conditions, warranty information and return policies.

Use Case:

Identify merchant & increase first call resolution

Example:

The purchase was made at ‘Petite Trends’ online store at www.pt.com.

3

Transaction and dispute history:

Cardholder activity including disputes files, refunds issued, account delinquency.

Use Case:

Understand cardholder purchase history; identify repeat fraud offenders

Example:

This purchase was made on 2/15/16, and it appears that it’s a customer of over 2 years.

4

Device name:

Device type and name and the details of the device used to make the purchase (smartphone, tablet, laptop, etc.).

Use Case:

Connect the cardholder to the device

Example:

The purchase was made on a mobile device named 'Jane’s Xphone'.

5

Unique cardholder information:

Name, username, IP address, location, phone number, and email address included in the merchant’s customer profile.

Use Case:

Match unique cardholder information with information in bank’s system

Example:

The purchase was made using the email account Jane123@gmail.com, which matches the records in our system.

Pricing Information

Ready to Improve Cardholder Experience?

Get a free assessment today or request a product sheet to learn more.

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Resources

Take advantage of the following informational resources that explain how Order Insight can dramatically reduce your chargeback volume and decrease operational expenses.

White Paper Issuer/Merchant collaboration can reduce operational cost of chargebacks

Product Sheet Reduce Operational Expenses from Chargebacks

Web Article How new device technology is shifting payments authentication

Product Sheet Quickly resolve cardholder inquiries

Issuer Pain: Understanding the Broken Chargeback Process

The Issuer is in a tough spot when cardholders call to question or dispute a charge. That’s because 86% of time, the cardholder bypasses the merchant in favor of your contact center to dispute or question a charge.

Lacking information about the transaction and unable to access compelling evidence that would legitimize the sale, it is difficult for your contact center to know whether the inquiry is:

  • Fraud
  • Buyer’s remorse
  • A disagreement with refund policies
  • Friendly fraud
  • Defective service/product
  • Simple cardholder confusion over vague descriptor

Simply put, your call center is inundated with inquiries it cannot resolve on the first call. As an unintentional mediator, issuers are forced to absorb huge operational costs as more cardholder disputes move into the chargeback process.

So the question becomes: “why are you fighting the merchant’s battles and why is it costing you so much?”

Without access to the compelling evidence locked in the merchant’s systems, it is virtually impossible to legitimize the sale or flag potential fraud on the first call. Lacking actionable compelling evidence on-demand, the issuer cannot determine if the disputed transaction is:

  • Buyer’s remorse
  • Defective service
  • Lost customers
  • Potential loss of processing rights
  • A simple case of descriptor confusion

The result is a broken cardholder dispute process that inflates operational expenses with:

  • Increased dispute volume
  • Customer dissatisfaction and brand damage
  • Increased downstream representment volume
  • Increased small-balance write-offs
  • Unmanageable pend queues
  • Regulatory/compliance risks
  • Time-consuming arbitration
Order Insight fixes the broken chargeback process.
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