The Dispute Assistance Manager (DAM) offers complete, end-to-end dispute management, including instant online notification of new disputes, electronic response submission, and complete record management for Fiserv merchants, all from right within IRIS CRM.
Note: Fiserv merchants must have Fiserv’s dispute manager enabled on their account to receive notifications or issue responses through IRIS CRM.
DAM ensures that your merchants will always be alerted the instant a new dispute is entered with Fiserv 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.
DAM 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.
Instant Notifications and Automatic Follow-ups
Whenever a new dispute or retrieval is entered into Fiserv’s system, DAM will automatically send an instant notification to the ISO and the merchant, both logged 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 DAM 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
DAM 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, DAM provides complete information on each and every chargeback an enabled Fiserv merchant has dealt with, across the ISO’s entire Fiserv portfolio.
ISOs can easily view all incoming disputes for all Fiserv 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 DAM, 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
DAM makes it simple to export any desired dispute resolution history in XLS or CSV format directly through the DAM 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.