Automate chargeback intake, unauthorized transaction claims, and merchant disputes with an AI agent that knows Visa VDR, Mastercard MDR, RuPay NPCI, and RBI TAT requirements. Dispute intake to case-ready file in under 5 minutes. Higher win rates. Zero missed deadlines.
Customer reports a transaction they did not authorise. Agent gathers: transaction details, device/location mismatch flags, prior OTP delivery records. Classifies as card-present fraud, CNP fraud, or account takeover. Files for provisional credit where eligible under RBI guidelines.
Maps each case to the correct Visa (VDR) or Mastercard (MDR) reason code. Requests the specific evidence required for that reason code. Assembles the case file. Tracks the card network filing deadline and escalates before it expires. Supports first and second chargeback cycles.
Handles Visa 13.x and Mastercard 4853 "cardholder dispute" cases — goods not received, services not rendered, item significantly not as described. Collects merchant communication history, tracking numbers, and cancellation policy confirmations. Structures the case for a human adjudicator.
For ATM cash not dispensed — checks ATM journal log data against the transaction record. Identifies cash balancing discrepancies. Follows RBI's prescribed process for ATM disputes: T+7 TAT for domestic transactions, provisional credit where log confirms non-dispensal.
Identifies genuine duplicate charges vs retrials for failed transactions. For confirmed duplicates, initiates the reversal workflow. For disputed retrial charges, collects merchant receipt and assesses against payment gateway logs. Clears 80–90% of duplicate charge cases without human review.
NPCI dispute management framework — transaction reference lookup, UPI dispute initiation, RuPay chargeback (analogous to Visa/Mastercard processes under NPCI rules). Tracks T+7 TAT for domestic UPI transactions per RBI Payments circular.
It automates dispute intake and triage — gathering the dispute details, classifying the reason code, collecting required evidence, assembling the case file, and tracking deadlines. The human dispute officer reviews the AI-assembled case and makes the final decision. This removes 60–75% of the processing time that was previously data collection and form filling.
The AI knows the Visa Dispute Resolution (VDR) and Mastercard Dispute Resolution (MDR) reason codes, their evidence requirements, and time limits. For each case, it maps to the correct reason code, requests the specific evidence required, assembles the case file, and alerts before the filing deadline. The human authoriser reviews and approves before any filing with the card network.
Three areas: speed (intake to case file in under 5 minutes vs 2–5 days manual — reduces customer complaint escalation), win rate (complete organised case files before deadline — estimated 15–25% win rate improvement), and cost (staff freed from data collection to focus on judgment-intensive cases). Typical ROI breakeven for a mid-size bank or NBFC is 6–10 months.
Yes — built for RBI TAT T+7 domestic and T+30 international, RBI Grievance Redressal acknowledgement within 24 hours, NPCI dispute management for UPI and RuPay, and RBI ATM dispute rules. The agent tracks all TAT deadlines and escalates cases at risk of breach before expiry. Every action is audit-logged with timestamps.
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