AdjustmentHub dispute management platform
Every dispute, from intake to network resolution, on one engine. Built for issuers, acquirers and processors, and configured to match unique enterprise requirements.
One case record, from intake through network resolution. Illustrative case.
What the engine does
Intake from every channel.
Cases are created from digital banking, the contact centre, the branch or an external system through web services, with a guided questionnaire that captures the reason code and the evidence at the first contact.
One agent view.
Any dispute type or channel is worked in one workflow. The network portals are connected behind it, not open beside it.
Straight-through processing.
Routine claims (recurring charges, confirmed e-commerce fraud, identified merchant refunds) move from intake through provisional credit to chargeback submission without an analyst touching them. Exceptions reach an analyst with the record already assembled.
Clocks and correspondence.
Rights validation, provisional credit, cardholder letters and fee reversal run from the case, on Reg E, Reg Z and network-rule timers. Every action lands in the audit trail as it happens.
Recovery and write-offs.
Low-value claims stop being written off by default. Below the threshold you set, a claim is credited and closed; at or over it, an eligible claim is pursued.
Standard Workflows, your rules.
AdjustmentHub ships with Standard Workflows: the pre-built dispute workflows, letters and timers a Lean implementation starts from. Your rules plug in through business variables and plug-ins, so the deployment matches your operation.
Configured by your team
Workflow editor
Adjust dispute workflows and conditions to your business rules.
Letter editor
Create and maintain correspondence templates.
Plug-ins
Connect your own services (credit and debit posting, cardholder communication, cardholder data) into AdjustmentHub through the integration framework.
Business variables
Change thresholds, amounts and other settings without a release, when fraud patterns, mandates or priorities move.
All four sit in the configuration layer, and stay with your team.
Cardholder self-service intake
Give cardholders a way to raise and track a dispute without calling, and give the contact centre fewer calls to take.
Online and mobile intake
Cardholders submit a dispute inside your digital banking app or portal, through AdjustmentHub web services that support real-time case creation, questionnaire handling and document management from an external system.
Guided questionnaires
Dynamic prompts lead the cardholder to the right dispute reason and capture the evidence up front.
Attachments
Receipts and documents upload at submission.
Status updates
The cardholder sees where the case is, which removes the follow-up call.
Back-office routing
Cases route automatically to straight-through processing or to an analyst, without a gap in the cardholder's view.
Payment types and dispute types
Card and non-card payments on one engine.
Fraud and non-fraud claims on each of these payment types.
Regulation and network rules
Reg E
Debit card, ACH and electronic transfer disputes, with provisional credit, investigation and resolution timelines instrumented against every case.
Reg Z
Credit card billing error and fraud disputes, with the same timeline instrumentation.
Visa VROL and Mastercom
Automated filing and updates, with network rule changes maintained in the engine by Lean.
Audit trail
Configurable timers, a log of every action, and reporting.
US regulation, local regulation and network rules are handled in configuration. When a network changes its rules, Lean updates NetworkHub and AdjustmentHub.
Technical summary
AdjustmentHub integrates with core banking, processor and document systems, and connects natively to Visa VROL and Mastercom through NetworkHub, so straight-through processing runs from intake to chargeback submission without an analyst touching the routine cases.
Case C-10495
Unauthorized / fraud · provisional credit issued · Illustrative case.
Reg E · provisional credit within 10 business days: met · investigation up to 45 days from the report: open
Question
Answer
Did the customer take part in the transaction?
No
Does the customer have the card?
Yes
Did the customer let anyone else use the card or PIN?
No
Document
Direction
State
Cardholder communication
In
Attached
Provisional credit letter
Out
Sent
Entry
Amount
State
Credit adjustment
124.00
Done
Fraud report to network
124.00
Sent
Liability allocated to the acquirer, 100%
124.00
Done
Frequently asked questions
What is AdjustmentHub?
AdjustmentHub is Lean Industries' enterprise platform for managing payment disputes. It automates the dispute lifecycle (dispute initiation, fraud reporting, collaboration, chargeback cycles and case filing) for debit, credit, prepaid, ACH, wire, ATM, bill-pay and Zelle disputes, and keeps a full audit trail of every action.
Can AdjustmentHub integrate with my core banking system?
Yes. AdjustmentHub integrates with core banking platforms, processors, document systems and fraud systems through web services and APIs. The integrations are built as part of the implementation.
Is AdjustmentHub cloud-based or on-premises?
Both. Institutions run it on-premise, in AWS or Azure, or in a private cloud on OpenShift, and choose based on their infrastructure and compliance requirements.
Does AdjustmentHub communicate with the networks in real time?
Yes. Through NetworkHub, cases file and update with Visa VROL and Mastercom from inside the workflow.
Does AdjustmentHub support pre-chargeback resolution?
Yes. Interfaces to Ethoca Alerts and Verifi CDRN bring merchant alerts into the case so an issuer can resolve a claim before a chargeback is initiated. Consumer Clarity and Order Insight put merchant purchase detail in front of the cardholder and the agent.
How long does an implementation take?
Enterprise implementations run in quarters and depend on the integrations in scope. The team sizes the work before a statement of work is issued.
Does AdjustmentHub support fraud and non-fraud disputes?
Yes. Both workflows, on every payment type listed above.
For the category in general, read Chargeback management software, explained.