Dispute Optimization
We serve issuers, acquirers, processors and merchants to increase resolution effectiveness and improve profitability by bringing in two of the top industry leaders and experts from Visa and Mastercard.
Disputes are a costly operation; managing them can be very expensive, and chargebacks severely impact revenue and the customer experience.
Increasing Volume
A recent report suggests that the global chargeback volume will reach 337 million transactions in 2026, a 42% increase from 2023 levels.
Resource Intensive
Many organizations face excessive costs developing and maintaining their dispute teams, which pull resources from higher value activities.
Inherently Complex
Disputes are highly complex and ever-changing, requiring deep knowledge of global rules, end-to-end back office processes, and dispute systems and tools.
However, solutions are becoming smarter, and technology is able to accelerate and optimize decisions, if you have the right expertise.
Technology Platforms
Dispute management platforms are increasingly able to automate end-to-end processes through data-driven models
Dispute Expertise
A deep understanding of network rules and best practice processes is critical for effective automation and to deal with exceptions
Ensured Reg E and Reg Z Compliance
Improved Win Rates
Faster Resolution Times
Resources Aligned to Most Productive Functions
Improved Cardholder Satisfaction
CRG’s deep experience in disputes allows us to act as a critical enabler of modernized dispute processes, by optimizing connectivity between capabilities.
Our Offering
ISSUERS
(and internal dispute teams / analysts)
GLOBAL DISPUTE RULES
(accurate dispute adjudication)
TECHNOLOGY PLATFORMS
(for optimizing resolution processes)
CRG brings deep network-side knowledge as an impartial advisor on key dispute optimization topics including:
Future State Strategy
We conduct a current state assessment, identify key gaps vs. benchmarks, create a robust business case and recommend an optimal operating model
Partner Selection
We design and run the RFP process from end to end, ensuring the right capabilities are identified for a profitable and effective dispute operational model
Performance Optimization
We identify performance shortfalls, and implement ongoing process and rule improvements (inc. training) to drive continuous improvement
Our Experts Are Led By:
Corinna Alandt
Dispute Optimization Practice Lead & Visa Subject Matter Expert
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 the worldwide clients. She is a highly sought after thought partner for resolving some of the most complex dispute issues for clients.