Dispute Partner Plus: key clarifications and updates

In the fast-paced world of dispute management, clarity is essential for ensuring accurate decisions and maintaining client confidence. Dispute Partner Plus™ continues to evolve to meet these needs, but certain misconceptions persist among financial institutions. In this article, we’ll address two common misunderstandings and highlight an exciting enhancement designed to improve transparency and decision-making.

Clarifying “accept” vs. “deny” in SHAZAM suggestions

One frequent misperception occurs when it’s time for you to make a final decision to accept or deny a dispute within the financial institution decision queue. When SHAZAM^® suggests “accept” or “deny,” clients interpret these options as agreeing or disagreeing with SHAZAM’s recommendation. Selecting “accept” in the queue means you’re approving or writing off the dispute, while selecting “deny” means rejecting the dispute entirely and placing the responsibility on the cardholder. For detailed guidance, refer to the Dispute Partner Plus Resource Center – Selecting Final Decision to ensure accurate responses.

Merchant evidence and cardholder review

Another common assumption is that merchant evidence always validates the transactions associated with a dispute claim. This may occur after a chargeback has been processed and you have been provided with credit from SHAZAM. While merchant documentation can be compelling, it is not infallible. Before responding to recovery suggestions in the financial institution recovery queue, we recommend reviewing merchant evidence with the cardholder to identify any discrepancies. It’s important to note that once a response of “do not pursue” is submitted, there is no override or further recovery option for that transaction.

Upcoming enhancement: greater visibility into cardholder intake

Financial institutions have expressed a strong desire for more insight into what cardholders share during the claim intake process. We’ve heard your request and want you to know that this feature is part of an upcoming release for clients enrolled in Dispute Partner Plus. Soon, the full intake questionnaire will be available in SHAZAM Access, providing complete visibility into what triggered the claim and all cardholder responses to dynamic questions. This added transparency will empower financial institutions to make more informed decisions and strengthen their responses to SHAZAM’s suggestions.

Closing thoughts

By addressing these misconceptions and introducing enhanced visibility into cardholder intake, our goal is to provide clarity and efficiency in dispute resolution. Staying informed and leveraging these tools will help you navigate complex cases with confidence and precision.