How Rabobank runs high-volume dispute operations on the Lean engine
A leading Dutch multinational bank automated a significant part of its Visa and Mastercard dispute processing on AdjustmentHub, with specialized workflows for its debit and credit portfolios.
Rising e-commerce volumes were driving up chargeback volumes. The manual process was cost intensive and time consuming, so resolution times were not where the bank wanted them. There was room to raise customer satisfaction, recover more funds and run the operation more efficiently.
A significant part of disputes is now processed automatically.
What changed
Dispute claims processed and charged back automatically
Chargeback eligibility is checked and the questionnaires are submitted to Visa VROL and Mastercom.
Major reduction in case review time
Cases reach a first review sooner, with less manual work and better use of the team's capacity.
A very high success rate on low-amount chargebacks
And higher chargeback recovery rates overall.
Higher productivity and customer satisfaction
Staff focus on the complex cases, and cardholders get quicker, more consistent outcomes.
Automated Dispute Manager (ADM), the Lean engine delivered through ACI Worldwide, integrated with Rabobank's ACI issuing platform and connected to Visa VROL and Mastercom.
Note on naming: ADM is the name under which the Lean engine is delivered through ACI. It is the same AdjustmentHub platform.