The Dispute Responder offers complete, end-to-end dispute management, including instant online notification of new disputes, electronic response submission, and complete record management for Fiserv and TSYS FSP merchants, all from right within IRIS CRM.
The Dispute Responder ensures that your merchants will always be alerted the instant a new dispute is entered so that no merchant will ever again lose a case because they failed to receive the notification, or received it so late there wasn’t time to put together a compelling response.
Dispute Responder also makes filing response significantly faster and easier, providing both the ISO and the merchant with all of the information necessary to compile evidence and begin a response on day zero, from a single dashboard, in a matter of a few clicks.
The result is more disputes won, more revenue recouped, happier, more loyal merchants, and the healthier residuals that come along with that.
The Dispute Responder functionality is also available via the Open API, which means that ISOs can develop their own software for dispute management using the data in their IRIS CRM site.
Dispute Responder Setup
To enable the Dispute Responder for Fiserv, clients must have Fiserv’s Dispute Manager enabled on their Business Track account that is used as a datasource for receiving notifications or issue responses through IRIS CRM.
If you already have a Business Track login on a datasource, it cannot be used for the Dispute Responder due to potential conflicts when being used each day. An additional login is required.
To enable the Dispute Responder for TSYS FSP, clients must open a project with TSYS to enable Merlink (their dispute manager tool) to be transmitted via SFTP.
Once Merlink has been enabled simply contact our support team to complete the setup process for you.
Instant Notifications and Automatic Follow-ups
Whenever a new dispute or retrieval is entered into Fiserv or TSYS FSP, the Dispute Responder automatically sends an instant notification to the merchant, which is logged both in the CRM and via email:
Unless the response has already been filed, automatic follow-ups will also go out on day one and day three of the response window.
To view more detail on a notification simply click the View button in the notification popup.
You can also open the Dispute Reporting page from the Tools menu, and view reports for all merchants:
Highly Detailed Integrated Notifications
When the Dispute Responder sends out a dispute notification, it includes a wide variety of important information, providing the ISO and merchant with a clear picture of the situation immediately, at a glance.
The notification email includes:
- Merchant ID
- Business name
- Response due date
- Case number
- Transaction date
- Type (chargeback, retrieval)
- Amount disputed
- Total transaction amount
- Card number (last four digits)
- Dispute status
- Attached messages (if applicable)
Here is an example of a notification email:
Easy, Paperless Electronic Response
The Dispute Responder provides a reply button alongside each new dispute, enabling the merchant (or the ISO) to get started on their electronic response with a single click:
Clicking that button opens a pop-up window that provides the user with everything they need to fully file their response without ever having to leave the screen.
The system generates an easy-to-use checklist of available evidence types based on the reason code for the chargeback:
It also provides an editable text field enabling the user to write out a custom message for inclusion with their submission.
Once the response is filled in, users can also upload electronic copies of any evidence they want to include in their response, and then submit the response:
Full Reporting for ISOs
On the ISO-side of the system, the Dispute Responder provides complete information on each and every chargeback an enabled merchant has dealt with, across the ISO’s entire portfolio.
ISOs can easily view all incoming disputes for all merchants, sortable using custom date ranges and custom groups:
Not only does that enable your ISO to stay on top of disputes to protect your own interests, but it also helps you to identify high-chargeback-volume merchants that might either need your assistance or simply be more trouble than they’re worth.
Access to Historical Documentation
With the Dispute Responder, you can easily access complete documentation and information on previously submitted, decided, and expired disputes in a matter of a few clicks.
Each dispute is laid out clearly in a chronological format, and a simple click on the “details” button beside any prior dispute brings up instant access to copies of all relevant documentation, both electronic and scanned hard copies:
Easy Export for External Use
The Dispute Responder makes it simple to export any desired dispute resolution history in XLS or CSV format directly through the Dispute Responder dashboard:
That makes it easy to process documentation and history in preparation for use with outside accounting software like Quickbooks, or for any other desired purposes.
Dispute Responder Open API
Using the Open API users have the ability to access or update CRM data using REST calls.
REST calls can be used to access lead, merchant, Helpdesk, residuals, and subscriptions data.
IRIS CRM clients can then build external tools and applications using the data contained within their IRIS CRM site.
For those seeking to create new applications that integrate with their CRM site, IRIS CRM provides a full PHP software development kit (SDK).
For more information on how to access and use IRIS CRM’s Open API, check out the Open API page in the IRIS CRM Knowledgebase or access the full API documentation via IRIS CRM’s API page.
In the API page, you'll find the Dispute Manager section which contains documentation on all of the functions that you can use for managing and responding to disputes:
Open API Use Cases
ISOs can use the Open API to build external tools for directly responding to chargebacks/retrievals, and/or uploading documentation for a dispute to streamline the dispute response process for their merchants.
The Open API also comes with subscriptions (which function like alerts) so that you can trigger pre-defined actions based on specific events.
For example, you can set up notifications for each new chargeback/retrieval case that is created, when a chargeback/retrieval case status is updated, and/or for a certain number of days before a chargeback/retrieval case due date.
By adding convenience to the dispute response process, you can reduce merchant chargebacks and increase stickiness – because fewer chargebacks equal happier merchants.