Frequently asked questions
Plain answers about the company, the platform, security, implementation and the dispute process. Each cluster also appears on the page it belongs to.
Implementation and after go-live
What does an implementation involve?
Requirements with Lean's business analysts, configuration by the visual development team, integration to your core, processor and document systems, testing, user training and go-live. The team sizes the work before a statement of work is issued, and a named account manager runs the engagement.
What happens after go-live?
Production support, network mandate updates delivered to the deployment, a customer success manager, and the annual Lean User Group.
How is success measured?
Against the measures the institution sets at requirements: typically cost per dispute, automation rate, resolution time and cardholder satisfaction.
The cardholder's experience
How does Lean improve the cardholder's experience of a dispute?
AdjustmentHub takes the wait out of routine disputes: a claim that qualifies for straight-through processing gets its provisional credit, its notification and its chargeback filed without waiting for an analyst. The cardholder can raise the dispute in the institution's own digital banking app or portal, and the letters Reg E and Reg Z require go out from the case on time.
Can cardholders raise a dispute themselves?
Yes. AdjustmentHub web services let the institution's digital banking app or portal create the case in real time, run a guided questionnaire that captures the reason and the evidence, and take receipts and documents at submission. The case then routes to straight-through processing or to an analyst, without a gap in what the cardholder sees.
Does automation reduce calls to the contact centre?
Yes. AdjustmentHub cuts two kinds of call. The follow-up call, because a case that completes straight through sends its own notification to the cardholder. And the "I don't recognize this" call, because Ethoca Consumer Clarity and Verifi Order Insight put the merchant's purchase detail in front of the cardholder and the agent before a dispute is raised.
How fast can a dispute be resolved?
With AdjustmentHub, a claim that qualifies for straight-through processing has its provisional credit issued and its chargeback filed at intake, without an analyst, so the cardholder is made whole straight away. A claim that goes to the merchant runs on the network's timeline, which no dispute system shortens. At a global acquirer running AdjustmentHub, the average time to resolve a dispute fell from 18 days to 5.1
Can cardholders and agents see where a dispute stands?
Yes. The agent works the whole case in one AdjustmentHub view, with the network connections behind it rather than open beside it. For the cardholder, AdjustmentHub web services provide the case status for the institution's app or portal to show, so what the cardholder sees is the institution's choice of channel.
How do disputes affect customer loyalty?
A dispute is the moment a cardholder finds out whether the institution is on their side, and a slow or silent one costs trust that no rewards programme buys back. The argument, and the evidence behind it, are in "Gen Z is redefining trust in banking, and the dispute experience is the new loyalty test" (Insights).
What is changing in disputes
What is changing in payment disputes?
Four things the networks and regulators have put on record. Volume: Mastercard's 2025 Global Chargebacks Outlook, developed with Datos Insights, projects chargeback volume to grow 24% between 2025 and 2028, to about 324 million chargebacks a year.2 First-party misuse: Visa's Compelling Evidence 3.0 and Mastercard's First-Party Trust programme set new evidence standards for disputes raised by the cardholder who made the purchase.3 Scams the customer authorized: in the UK, rules requiring payment service providers to reimburse victims of authorized push payment fraud took effect in October 2024.4 Purchases made by software agents: Visa's Trusted Agent Protocol and similar standards aim to identify an agent acting for a real customer, which changes the evidence a dispute will need.5
Didn't find it? Ask a dispute specialist.