Dispute management for issuers, acquirers and processors

One platform, seen from the seat you work from. The dispute logic is the same for issuers, acquirers and processors; what changes is the job, the clocks and who is on the other side of the case. Card and non-card, fraud and non-fraud, in North America, Europe, South America and New Zealand.

The seat map: the cardholder, the issuer (banks and credit unions), the card network, the acquirer (merchant-side operations) and the merchant, with processors and partners underneath, operating programs on behalf of many institutions. Each seat links to its section of this page.
Issuers · Banks and credit unions

Cardholder disputes, end to end.

Start the dispute from digital banking, the contact centre or the branch. Report fraud to the network databases from the same record. Settle early through Ethoca and Verifi when that costs less than filing. Run chargeback cycles and representment against Visa VROL and Mastercom, and file the case with the record already in order. Reg E and Reg Z timers, provisional credit and cardholder letters run from the case.

Covers: debit, credit and prepaid cards; ACH; wire; ATM; bill pay; cheques; Zelle.

Runs as: an enterprise deployment, configured to match your operation.

In full: Reg E dispute timeframes, explained →
Drawing of an issuer's dispute: the claim starts in digital banking, the contact centre or the branch and becomes one case, where Reg E and Reg Z timers, provisional credit and cardholder letters run. From the case: chargeback cycles with Visa VROL and Mastercom, a fraud report to the network databases, early settlement through Ethoca and Verifi, and letters to the cardholder.
Credit unions

Through your processor today, or direct once the integrations are scoped.

Credit unions run AdjustmentHub today through their processor. If you run your own dispute operation, the fit depends on your core and card-processing integrations, which Lean builds during the implementation. Talk to a dispute specialist about your volume and integrations first.

Talk to a dispute specialist
Drawing of two roads from a credit union to AdjustmentHub, the same engine: today, through your processor; or direct, once your core and card-processing integrations are scoped, since Lean builds them during the implementation.
Acquirers · Merchant-side operations

Inbound chargebacks at volume.

Second presentments, evidence assembly, fee handling and merchant communication run on the same engine and rails as the issuer side. Acquirer workflows are native to it. Nearly every module comes in issuer, acquirer and combined configurations.

72% less time per dispute, and dispute-operations staffing from seven to three, at a global acquirer running AdjustmentHub.1

More on this result →
Drawing of an acquirer's dispute: inbound chargebacks arrive at volume from Visa VROL and Mastercom into one merchant-side case on the same engine as the issuer side, where evidence assembly, fee handling and merchant communication run. The case requests evidence from the merchant, receives it, and sends a second presentment back to the network.
Processors and partners · Program operators

Many institutions, one configured platform.

Operate dispute programs on behalf of many institutions with per-institution policy held in configuration, a multi-tenant environment, and Visa VROL and Mastercom connectivity built in. Multi-institution configurations are in production today, at processor scale.

Delivered through ACI Worldwide as Automated Dispute Manager (ADM) for institutions on ACI issuing and acquiring platforms. See Partners.

Explore NetworkHub →
Drawing of a processor's dispute programs: many institutions, each with its own policy, run on one configured, multi-tenant platform that holds policy per institution in configuration, is in production today, and has Visa VROL and Mastercom connectivity built in.

Frequently asked questions

Does AdjustmentHub support both issuers and acquirers?

Yes. Nearly all modules are available in three configurations: issuer, acquirer, and enterprise (combined issuer and acquirer). A small number of modules apply to one side only because the scenario is specific to it.

Can a processor run AdjustmentHub for many institutions?

Yes. AdjustmentHub is multi-tenant, with per-institution policy held in configuration, and multi-institution deployments are in production today.

Is AdjustmentHub limited to card disputes?

No. It handles ACH, wire, ATM, bill pay, cheque and Zelle disputes as well as debit, credit and prepaid card disputes. Local rules for non-card disputes may need additional configuration.

Does AdjustmentHub work for a credit union?

Credit unions use AdjustmentHub today through their processor. A credit union running its own dispute operation should confirm the core and card-processing integrations needed, since the implementation builds them.

1 Anonymized client analysis, reported in 2025: average time to resolve a dispute fell from 18 days to 5, and the dispute-operations team went from seven full-time staff to three.

See it from the seat you work from.

Book a demoTalk to a dispute specialist →

30 minutes, your numbers, no deck.