Case Study
How a global payments technology company cut dispute processing time by 20% and tenant onboarding by 30%
OUR CLIENT
Our client is a leading U.S.-based payments technology company with a multinational workforce and operations across multiple countries. The company provides payment processing, card management, and digital commerce solutions to businesses and financial institutions worldwide.
THE CHALLENGE
Rising dispute volumes were exposing operational inefficiencies
The company processed thousands of fraud claims, chargebacks, and customer disputes across multiple teams and systems. As transaction volumes grew, so did the complexity of managing investigations, collecting evidence, ensuring compliance, and maintaining visibility across the dispute lifecycle.
Three challenges stood out:
- Critical dispute information was scattered across multiple systems and teams.
- Manual evidence collection slowed investigations and increased administrative effort.
- Regulatory and network-specific requirements added complexity to case management.
While teams worked hard to keep pace, the operating model was becoming increasingly difficult to scale. Resolving disputes faster required more than incremental process improvements. It required a fundamentally different way of managing fraud and dispute operations.
THE TRANSFORMATION
Building a unified dispute management platform
UST redesigned dispute operations around a centralized, AI-enabled workflow that brought people, processes, and data into a single operating environment.
The solution focused on eliminating manual effort while improving speed, consistency, and compliance.
Key elements included:
- Centralized dispute cases. UST brought fraud and dispute activities into one AI-enabled Pega environment. Teams gained a single view of each case across payment, customer service, and back-office systems.
- Automated repetitive case work. Workflow automation handled routing, evidence collection, document management, customer communication, and chargeback automation, reducing dependence on manual intervention.
- Automated rule-based decisions. A configurable rules engine evaluated dispute eligibility, applied jurisdiction-specific requirements, triggered provisional credits, and routed cases using risk profiles and business policies.
- Reduced document handling effort. AI-enabled document processing extracted and validated information from supporting documents and transaction records.
- Prioritized work requiring human judgment. Intelligent case routing and work queues directed cases requiring review to the appropriate teams.
- Improved oversight. Real-time tracking, auditability, and analytics gave operations teams greater visibility into performance and regulatory compliance dispute handling.
Built on Pega Smart Disputes and Pega Platform 25.1, the solution transformed dispute handling from a collection of disconnected activities into a coordinated, scalable operating model.
THE IMPACT
Faster dispute resolution with a model built to scale
The most significant change was not simply automation. It was the creation of a unified operational framework capable of managing complex dispute processes at scale.
Operations teams could access a complete view of each dispute, reducing delays caused by fragmented systems and manual handoffs. Automated workflows handled repetitive administrative tasks, allowing specialists to focus on investigations and decision-making.
That change produced measurable results.
Integration with Visa and Mastercard networks further streamlined validation, dispute handling, and chargeback management.
Perhaps most importantly, the company established a scalable multi-tenant operating model capable of supporting future growth without increasing operational complexity at the same rate.
Growing dispute volumes should not require proportionally more manual effort. See how UST helps payments organizations apply dispute management automation to improve case resolution, strengthen operational visibility, and scale complex fraud and dispute operations.