Case studies

Outcomes from institutions running AdjustmentHub, published when the client approves the naming and the figures. Where approval is pending, the result is anonymized and says so.

72%1
less time per dispute at a global acquirer running AdjustmentHub.
7 → 32
dispute-operations staff, before and after, at the same acquirer.
20 yrs
of issuer and acquirer dispute logic in the engine.
1 Anonymized client analysis, reported in 2025: average time to resolve a dispute fell from 18 days to 5.
2 Anonymized client analysis, reported in 2025: the dispute-operations team went from seven full-time staff to three.
Rabobank
Case study · Rabobank

How Rabobank runs high-volume dispute operations on the Lean engine

A leading Dutch multinational bank, automating a significant part of its Visa and Mastercard dispute processing, with specialized workflows for debit and credit portfolios. Delivered through the ACI partnership as Automated Dispute Manager (ADM).

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Case note · Global acquirer

72% less time per dispute, and a team of seven becomes three

Institution
Global acquirer
Problem
Disputes took 18 days on average to resolve, with seven full-time staff working the queue.
Change
Processing time per dispute fell 72% and the dispute-operations team went from seven full-time staff to three, with the remaining analysts working exceptions rather than the queue.
Evidence status
Anonymized client analysis.
Case note · Issuer

A 50-day backlog, cleared, and a lower write-off threshold

Institution
Issuer
Problem
Incoming claims were queued 50 days deep for analyst review.
Change
With straight-through processing, most cases now complete without review, the backlog cleared, and the issuer lowered its automatic write-off threshold: more recovered from merchants, with less manual work.
Evidence status
Lean Industries, internal case analysis.
Case note · Processor

Installment chargebacks filed as they come due, not reviewed by hand each month

Institution
Processor
Problem
A processor handling disputes for several issuers automated installment-transaction chargebacks.
Change
Instead of an analyst reviewing each monthly charge over 12 or 18 months, the system created and filed each chargeback as it came due.
Evidence status
Lean Industries, internal case analysis.

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