Chargeback management software for banks, credit unions and processors
Chargeback volume rises with e-commerce and fraud. Dispute timelines are set by regulation and network rules. Manual processes do not keep up with either.
AdjustmentHub is Lean Industries' chargeback management platform for banks, credit unions and payment processors. It automates dispute intake, workflow and network filing, with Reg E and Reg Z timelines instrumented against every case.
For the product itself, what the engine does and how it is configured, see AdjustmentHub.
Two products are called dispute management. This is the payments one.
"Dispute management software" names two different products, and a search for the term returns both. In accounts receivable, it is the tooling a supplier uses to resolve short payments and invoice deductions from its business customers; HighRadius, Gaviti, Kolleno and Esker sell that, and it is evaluated on ERP integration and collections workflow. In payments, it is what a bank, credit union or payment processor uses when a cardholder says a transaction was wrong: the Regulation E and Regulation Z clocks, the chargeback cycles with Visa and Mastercard, the provisional credit, and the recovery from the merchant. AdjustmentHub is the second kind.
One question tells them apart. Does the case carry a network reason code and a regulatory clock? Issuer and acquirer disputes do. Invoice deductions do not.
If your cases begin with a cardholder and end with a network, you are on the right page. If they begin with an invoice, the vendors above are the ones to read.
Why chargeback management is difficult today
- Dispute volume moves with digital payments and fraud; headcount does not.
- Regulation E and Regulation Z set investigation windows and documentation standards, and the networks set their own clocks on top.
- The work is spread across the contact centre, the back office and the network portals, and re-keyed between them.
- Each analyst hour is expensive and hard to train, and network rules change on the networks' release cycle.
- Status and outcomes are hard to see across the queue.
Without automation, chargeback handling is slow, expensive and exposed to missed deadlines.
One platform for the chargeback lifecycle
With AdjustmentHub you can:
- Automate dispute intake and routing from every channel
- Run one workflow across teams, dispute types and cases
- Track every dispute from initiation to resolution in one record
- Instrument Reg E and Reg Z timelines against every case
- File and update with Visa VROL and Mastercom from inside the workflow
- Integrate with your core, processor and document systems
What changes
Resolution time: routine cases move straight through from intake to chargeback submission; analysts work the exceptions.
Operating cost: fewer analyst hours per case, and no parallel portal operation.
Compliance: documentation, timelines and the audit trail are produced by the workflow as it runs.
Visibility: reporting on volume, status and outcomes across the queue.
Proof: 72%1 less time per dispute and staffing from seven to three at a global acquirer running AdjustmentHub.
End-to-end chargeback management in three steps
- Intake. Capture the dispute from the contact centre, digital banking or a third-party system, with the reason code and evidence collected at the first contact.
- Workflow. Route the case automatically, run the clocks, and move routine cases straight through to the network.
- Resolution and reporting. File and track with the network, keep the record complete, and report on outcomes for compliance and performance.
Built for the seat you work from
Banks and issuers: run cardholder disputes at scale with audit readiness built into the workflow.
Acquirers: work inbound chargebacks at volume, with second presentments and evidence assembly on the same engine.
Credit unions: run through your processor today, or scope the core integrations for a direct deployment.
Processors and payment providers: operate dispute programs for many institutions from one configured platform.
Frequently asked questions
What is chargeback management software?
Chargeback management software lets a financial institution intake, investigate, file and resolve payment disputes in one workflow, with the regulatory timelines and the network filing handled by the system rather than by hand.
How can banks reduce the cost of chargebacks?
By automating the repeatable path (intake, classification, routing, provisional credit, chargeback submission), resolving eligible cases with the merchant before a chargeback is filed, and keeping the network connections inside the workflow so nothing is re-keyed.
What is the chargeback process?
In the networks' own terms: dispute initiation, fraud reporting, collaboration, chargeback cycles (including second presentment and representment), and case filing. Regulation E and Regulation Z set the investigation and provisional credit timelines around it for US institutions.
What is Reg E and Reg Z compliance?
Regulation E governs electronic fund transfer disputes, including debit card and ACH. Regulation Z governs credit card billing disputes. Both set timelines for investigation, provisional credit and resolution, and both require documentation of every step.