process management

Worldline Pay Fraud and Dispute Back-Office
Worldline Pay
fraud and dispute
process management
Increased Operational
Complexity
The payments industry continues to grow
as more consumers use an increasing range
of payment products and more merchants
accept electronic payments. Furthermore
we continue to witness a significant digital
revolution in payments with the introduction
of several new technologies that accelerate
the use of electronic payment instruments. As a result, the complexity of modern
payments ecosystems generates increasing numbers and types of exceptions,
and represents a greater overhead to
support a successful operation. This results
in growing costs for organizations focused on
driving productivity and implementing costeffective solutions for managing the detection,
investigation and resolution of exceptional
items.
High Processing Costs
Management of fraud related exceptions and
cardholder disputes is a significant burden
for all stakeholders in the digital payment
industry:
• Organizations must invest constantly in
training for payment regulations, fraud
analysis, and to retain skilled staff with expert
knowledge
• It is crucial to create an optimum
environment to achieve maximal
productivity from the available skill sets
• Manual procedures can lead to long, costly
and potentially error-prone resolution,
impacting customer satisfaction and
reputational risk
• Poor management information and
extended resolution cycles impact
productivity, resulting in potential risk to
profit margins
Digitize and Integrate with Worldline
Deploy Worldline Pay Fraud and Dispute Management to:
• Manage complex back-office processes
• Increase productivity of key resources on labor intensive tasks
• Achieve immediate value through built-in scheme compliance
• Leverage workflow automation for operational efficiency
• Integrate with enterprise through SOA and Web-Services
• Complement existing card management solutions with enhanced functions
Benefits of Worldline Pay Fraud & Dispute Management
Efficient
enterprise
integration
Simplified user
operations
Reliable
and consistent
Exception
Mgnt.
Rapid deployment
of new functions
without service
interruption
Protection of Investments and Customer Satisfaction
Integrated Exception Management
Worldline Pay Fraud and Dispute Back-Office enables the automation of the dispute lifecycle and fraud case management, incorporating support for international card scheme
rules and regulations. It has a comprehensive web-services catalogue to provide a wide
range of integration options either to other Worldline Pay products or to external systems
as required.
Switching &
Authorization
Call
Centre
Card
Management
Customer
Relationship
External systems
Txns
Realtime Fraud
Detection
Fraud Case
Management
Dispute
Management
Fraud Case Management
Dispute Management
• Receives alerts from fraud detection
systems
• Receives dispute requests from external
systems such as call center or fraud
management
• Supports research and analysis to identify
suspicious behavior
• Manages fraud cases to completion,
interfaces to Dispute Management to
generate Fraud Advices or to initiate dispute
cycles
• Interfaces to accounting systems to fully
resolve and settle the case
• Monitors behavior of suspicious groups of
cards to identify new fraud cases
• Keeps record of fraud losses as well as
potential fraud exposure for each fraud case
Product Highlights
• Manages dispute lifecycles: Copy Requests,
Chargebacks, Fees, Fraud Advices
• Validates the dispute process against
scheme regulations
• Interfaces to clearing systems and to
accounting systems to fully resolve and
settle the disputes
• Supports rule-based automation of dispute
actions and bulk actions on multiple
disputes
• Reconcile outstanding balances under
dispute
Technology
• Compliance to industry regulations
• Process automation to ensure reliable and
consistent resolution
• Easy and flexible rules creation with natural
language GUI
• Accurate exception management
• All relevant data in one repository
worldline.com
Bank
Host
• Full system integration based on SOA with
loosely-coupled services
• Database: Oracle
• Middleware: Oracle WebLogic, Jboss,
Apache Tomcat
• OS: Linux, Unix
Worldline is a registered trademark of Atos Worldline SAS. May 2014 © 2014 Worldline.
Clearing
About Worldline
Worldline, an Atos subsidiary, is the European
leader and a global player in the payments
and transactional services industry. Worldline
delivers new generation services, enabling
its customers to offer smooth and innovative
solutions to the end consumer. Key actor for
B2B2C industries, with 40 years of experience,
Worldline is ideally positioned to support and
contribute to the success of all businesses
and administrative services in a perpetually
evolving market. Worldline offers a unique and
flexible business model built around a global
and growing portfolio, thus enabling end-toend support. Worldline activities are organized
around three axes: Merchant Services &
Terminals, Mobility & e-Transactional Services,
Financial Processing & Software Licensing.
In 2012, Worldline’s activities within the Atos
Group generated (pro forma) revenues of 1.1
billion euros. The company employs more
than 7,200 people worldwide.
For further information
infoWL@worldline.com