Welcome to the Lean Industries FAQ. Here you will find quick answers about our company, products, and approach to payment dispute management. As the market leader in dispute automation, Lean Industries helps financial institutions reduce costs, ensure compliance, and deliver faster, more transparent resolutions. Explore how our solutions - like AdjustmentHub™ and NetworkHub - turn disputes from a cost center into a driver of customer loyalty and profitability.
Lean Industries is part of the Jonas Group under Constellation Software Inc., a publicly traded company on the Toronto Stock Exchange.
North America, Europe, South America, and New Zealand.
NetworkHub standardizes integration with major payment networks (Visa, Mastercard, Discover, PIN), enabling real-time, compliant communication.
Yes, Lean supports both fraud and non-fraud dispute workflows.
Yes, Lean solutions are designed for seamless integration with major core banking platforms.
Yes. Lean solutions are API-first and integrate with major cores and fraud systems.
Yes, Lean enables real-time updates and communication with payment networks.
Yes. Nearly all modules are available in three configurations:
No. AdjustmentHub is designed to handle disputes for other payment types as well. However, local rules for non-card disputes may require additional configuration or custom build.
Yes, Lean ensures compliance with all major dispute-related regulations.
Lean solutions meet PCI DSS standards for secure payment data handling.
Through encryption, secure APIs, and rigorous compliance audits.
By enabling faster, transparent dispute resolution and digital self-service options.
Yes, customers can initiate and track disputes online.
Yes, automation and self-service significantly reduce manual intervention.
Many disputes can be resolved instantly or within hours, depending on network response.
Yes, customers and agents receive real-time updates throughout the dispute process.
A slow dispute equals lost trust. Speed, transparency, and empathy are now the primary benchmarks of loyalty in digital banking.
Lean is integrating artificial intelligence across its solutions to accelerate and enhance dispute management. AI capabilities include predictive outcome modeling, automated case creation, analyst assistance, and intelligent workflow configuration. These tools reduce manual effort, improve accuracy, and shorten resolution times, enabling institutions to handle higher dispute volumes with greater consistency and compliance.
The dispute environment is evolving rapidly, driven by digital growth, regulatory shifts, and changing customer expectations. Insights from Mastercard, Visa, Datos Insights, and major consumer research studies highlight the following themes:
Rising dispute volumes amid digital and real-time payments
The continued expansion of e-commerce and instant payment rails is increasing global dispute volumes. According to the Mastercard Global Chargeback Index developed with Datos Insights, total chargeback volume is projected to grow by over 20% between 2023 and 2028, reaching approximately 324 million cases annually.First-party misuse replacing traditional fraud
A growing share of disputes now originates from legitimate customers, often referred to as first-party misuse or “friendly fraud”.
The Merchant Risk Council 2024 Chargeback Field Report found that 75% of merchants saw friendly fraud rise by an average of 18% over the past three years.
To address this, Mastercard’s First-Party Trust initiative and Visa’s Compelling Evidence 3.0 framework aim to improve collaboration and data standards for verifying legitimate cardholder intent.Stricter network and regulatory requirements
Visa is implementing tighter dispute thresholds through its Visa Acquirer Monitoring Program (VAMP), combining fraud and dispute ratios with merchant limits starting at 2.2% and reducing to 1.5% in some regions.Escalation of scams and authorized payment fraud
Social engineering and investment scams—where consumers are deceived into authorizing payments—are rising sharply. In North America, reports of social engineering scams have increased tenfold in recent years, now accounting for roughly 23 % of digital banking fraud, according to BioCatch.
In the U.S., social engineering fraud has surged 56 % over the past year.
Meanwhile, in the UK, new rules coming into effect in October 2024 require payment service providers to reimburse victims of Authorized Push Payment (APP) fraud, a move that is already influencing standards for shared liability and faster customer redress.AI-powered commerce and dispute automation
The emergence of intelligent agents capable of initiating and completing purchases, such as Visa’s Intelligent Commerce and Mastercard’s Agentic Commerce initiatives, is redefining how transactions and disputes are handled. As these AI systems act on behalf of consumers, questions of liability, consent, and evidentiary standards become critical. Future frameworks for compelling evidence will need to include verifiable agent authentication data, decision logs, and digital consent records to establish intent and accountability.A new generation redefining trust and loyalty
Gen Z consumers expect speed, transparency, and empathy in every digital interaction. Studies from Deloitte Digital, EY Future Consumer Index, and Accenture show that over 60% of Gen Z customers have switched banks in the past two years, often due to slow or unclear resolution processes. For this generation, the dispute experience itself is a test of brand trust.Manual dispute handling remains a significant operational burden for both issuers and merchants. According to Mastercard’s 2025 Global Chargeback Outlook, the average processing cost per dispute for financial institutions ranges from $9 to $10, primarily due to labor and compliance requirements. For merchants, total costs can exceed $70 per case when including chargeback fees, lost merchandise, and administrative overhead (American Express & PYMNTS Recovering Revenue Tracker, 2024). Chargeback fees alone typically range from $15 to $100, depending on the processor and industry (Chargeflow Merchant Study, 2024).
By eliminating manual errors, enforcing compliance, and providing audit-ready documentation.
Lean provides full implementation support, including configuration, testing, and user training. Each client is assigned a dedicated account manager to ensure a smooth and timely deployment.
Lean offers 24/7 client support, proactive product updates, and a dedicated customer account manager to ensure continued alignment with performance goals and regulatory changes.
Lean maintains continuous engagement through regular performance reviews, and user feedback sessions, ensuring clients sustain measurable results and adapt quickly to new mandates or payment trends.