Card Dispute Management System

Overview

WNS-Vuram's Card Dispute Management System (CDMS) is an AI-powered, end-to-end dispute management platform designed to help Financial Institutions streamline and automate the complete dispute and chargeback lifecycle. Through seamless integration with core banking systems and global payment networks such as Visa and Mastercard, CDMS enables real-time case processing, intelligent decision support, faster recoveries, improved compliance, and reduced operational costs.

Typical Industry Challenges:

• Fragmented manual processes slowing dispute lifecycle
• Poor dispute lifecycle visibility impacting audits and customer service
• Slow validations leading to revenue leakage
• Difficulty scaling operation for growing transaction volumes
• Risk of non-compliance with card network timelines and documentation
• Poor customer experience due to long resolution cycle
• Omni-channel Dispute Intake: Capture disputes across banking systems and customer channels (email, SMS, chat, calls) into a single source of truth.
• Smart Case Assignment: AI-driven routing based on agent availability, efficiency, and past performance.
• AI-powered Processing: Automate classification, extraction, summarization, and triage to reduce manual effort.
• Contextual AI Guidance: Provide real-time policy recommendations and decision support.
• Agentic AI Support: AI agents assist with case handling, reason code evaluation, and decision support.
• Automated Decision Execution: Automate write-offs, conditional credits, and resolution actions through business rules.
• End-to-End Documentation: Seamlessly generate formatted documents for card network submissions.
• Chargeback Workflow Management: Manage the full dispute lifecycle from chargeback to arbitration and write-offs.
• Accounting & Core Banking Integration: Post settlement entries and integrate with core banking systems.
• Seamless Integrations: Connect with card schemes and other banking systems using low-code connectors.
• Automated Communications: Enable timely notifications to customers, merchants, and dispute teams.
• Transparency & Compliance: Maintains audit logs and ensures complete transparency across the dispute lifecycle for better tracking and governance
• PCI – DSS Compliant: Ensures robust data security and compliance with PCI-DSS industry standards.
• Configurable Reporting: Deliver SLA, settlement, operational, and performance reports.

Benefits & Business Impact

• ~50% Faster Turn Around Time (TAT)
• Up to 40% Lower Operating Costs
• Up to 35% Higher Workforce Productivity
• Up to 30% Improved Recovery Success
• 100% Auditability & Compliance Readiness
• Enhanced Customer Satisfaction & Retention
• 360° Case Visibility

Vuram's Card Dispute Management System is a 2019 AppMarket Award Winner