Dispute Optimization
From a cost center into a competitive advantage
OVERVIEW
Disputes and chargebacks don’t have to be just an operational burden. CRG helps issuers, acquirers, merchants and technology providers transform their dispute processes into a strategic advantage, improving efficiency, compliance, and customer retention.
CHALLENGES WE ADDRESS
Rising Costs & Complexity
Dispute volumes are increasing, driving up operational expenses and requiring specialized expertise.
Low Recovery & Win Rates
Inefficient processes and rules understanding result in financial losses and missed recovery opportunities.
Customer Dissatisfaction
Slow dispute resolution damages trust, leading to churn and lower retention.
Regulatory & Compliance Risks
Keeping up with Reg E, Reg Z, and network rules is resource-intensive and high-stakes.
MODERNIZING DISPUTE RESOLUTION
CRG’s deep experience in disputes allows us to act as a critical enabler of modernized dispute processes, by optimizing connectivity between key elements of the dispute ecosystem.
Issuers, Acquirers & Merchants
(and internal dispute teams / analysts)
Global Dispute Rules
(accurate dispute adjudication)
Technology Platforms
(optimizing resolution processes)
OUR CAPABILITIES
OUR EXPERIENCE
CRG brings decades’ worth of deep network and FI experience in the creation and application of dispute rules
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Our team has supported optimization of dispute practices in financial institutions across the US and beyond
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Coupled with our consulting experience, we are able to bring bespoke, high-impact engagements to our clients
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Project Spotlight
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CHALLENGE
The client’s internal team did not have the expertise to conduct the comprehensive back-office review and identify gaps in their end to end dispute processing, which required in-depth analysis of their process, tools, and team organization.
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APPROACH
We assessed the current state of the clients’ operations through interviews and data analysis, with a focus on six areas (preventable lost disputes, process flows, learning and development, fraud mitigation policies, tools, and upcoming payment network initiatives). We then identified key opportunities, developed recommendations, and prioritized them based on their financial impact.
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RESULT
We set up a project plan based on the prioritized recommendations, assisted with their implementation, and then conducted periodic checkups and benchmarking to track their progress. In the end, we successfully saved the client over $4.6 million annually in improved back-office processing and tool recommendations, in addition to improving client satisfaction scores.
DISPUTES PRACTICE LEADER
Corinna Alandt
A global industry leader and deep disputes SME with over 30 years of experience in all aspects of disputes, rules, and tools, with a focus on client back-office optimization and revenue generation. She was the Visa Global Head of Dispute Resolution Management until January 2024. She led global teams in best-in-class dispute handling for worldwide clients, and is a highly sought-after thought partner for resolving some of the most complex dispute issues for clients.
OUR DISPUTE SMEs
CRG has a global team with deep knowledge of both networks dispute transaction flows, to provide consistently reliable resolutions.
Isabelle Onkelinx
Mastercard Lead, expert in European and Global Dispute Resolution management and development of chargeback rules.
Brett Geist
Operations Lead & payments industry veteran, with extensive experience at global networks.