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Keep disputes from becoming chargebacks

MASTERCOM® DISPUTE RESOLUTION

Increasing digital fraud is causing issuers and merchants to lose billions each year in
chargebacks while their dispute management costs rise. As a result, the need for
greater communication between issuers and merchants is critical. Mastercom Dispute
Resolution resolves disputed claims through collaboration, enabling issuers and
merchants to avoid invalid or preventable chargebacks.

Issuers lack access to merchants’ purchase Opening the lines of communication

details to resolve disputes between issuers and merchants
When cardholders dispute charges on their Mastercom Collaboration bridges communication
statement, they typically contact their issuer instead between consumers, issuers, acquirers, and
of the merchant. However, since merchants merchants to address friendly-fraud disputes.
maintain the purchase details, issuers often lack the Integrated into issuer dispute systems, Mastercom
necessary information to adequately validate and Collaboration provides contact between issuers
resolve disputes quickly and efficiently. and merchants, enabling merchants to respond to
consumer inquiries before funds movement and
outside of chargeback cycles.
$19B US eCommerce
eCommerce
due todue
costs
merchant
merchant
chargebacks
losses
to chargebacks
1 1
losses
and and
costs
Mastercom Collaboration provides near real-time
©2019 Mastercard. Proprietary and Confidential.

dispute data visibility, informing merchants with

76% US consumers
Consumers
of merchant
instead
contact
contact
of merchant
their
for a refund
their
bankbank
instead
for a1 refund1
account data insights based on active fraud
chargeback activity to support their just-in-time
shipping decisions.
Chargebacks cost US merchants
2X roughly 2X more
merchants
than
roughly
the transaction
2X more than the transaction 1 1

1. JAVELIN. THE CHARGEBACK TRIANGLE. 2018.

MASTERCOM DISPUTE RESOLUTION
MASTERCOM DISPUTE RESOLUTION

Avoid chargebacks by sharing near real-time information early in the

dispute lifecycle for quick resolution

MASTERCOM
COLLABORATION
CONSUMER • Assigns claim number t o all disput es t o facilit at e t ransact ion ACQUIRER* MERCHANT
ISSUER
lifecycle t ransparency
• Act s as source of record for all claims/ disput es
• Enforces dat a -driven rules leveraging aut horizat ion and
clearing records
• Blocks invalid chargebacks RESOLUTION YES/ NO

• Enables t ransact ion lifecycle t ransparency for merchant -

refunded disput es t o block pot ent ial t railing chargeback
init iat ion
• Facilit at es credit s bet ween part ies including merchant
issuance of consumer credit s
• Updat es F&LD
• Does not move funds *ACQUIRERS INTEGRATED INTO COLLABORATION IN 2020

Reduce chargebacks and improve the customer experience

Mastercom Collaboration can help financial institutions and merchants:

• Reduce formal chargeback volumes, losses, and
associated back-office costs
• Lessen costly chargeback cycles and processing
time by pre-empting disputes from advancing to
chargebacks
• Avoid losses with real-time account data
insights and chargeback data visibility that
supports just-in-time shipping decisions
• Reduce costs from third-party service
providers

• Shorten resolution time frames, potentially • Improve the consumer experience and brand
solving disputes in hours or days instead of weeks loyalty
or months
©2019 Mastercard. Proprietary and Confidential.

For more information, contact your Mastercard account representative.

MASTERCOM DIPUTE RESOLUTION 2