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Future-ready Dispute Management

Reimagine high-volume dispute resolution with AI-powered automation

As digital payments surge, managing disputes and chargebacks efficiently has never been more critical for protecting revenue, maintaining compliance and building customer trust.

WNS-Vuram’s Card Dispute Management System (CDMS) empowers enterprises to resolve disputes efficiently through an end-to-end solution that streamlines the entire lifecycle from case creation to charge processing for faster recoveries.

By unifying real-time data from banking systems and global card networks, including VISA and Mastercard, through AI-powered capabilities such as Gen AI and predictive analytics, CDMS enhances decision-making, reduces errors and cuts operational costs.

60%

Faster turn-around time with end-to-end automation of card dispute resolution

26%

Increase in customer loyalty through immediate card dispute resolution and relief

34%

Reduction in chargeback issuances using card dispute resolution tool

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Key Challenges We Solve

Fragmented manual processes slowing dispute handling

Poor visibility impacting audits and customer service

Slow validations leading to revenue leakage

Difficulty scaling operations for growing transaction volumes

Risk of non-compliance with card scheme timelines and documentation

Poor customer experience due to long resolution cycles

Our Approach to Smarter Dispute Management

WNS-Vuram digitizes and orchestrates the end-to-end dispute workflow to:

How CDMS Delivers Value

Built on a low-code, AI-driven tech stack and deep banking domain expertise, CDMS combines automation, analytics and guided workflows to transform dispute operations.

Omnichannel Intake

Capture disputes across banking systems and all customer channels– email, SMS, chat and calls, for a single source of truth

AI-powered Processing

Automate the classification, extraction and summarization of dispute data to speed triage and reduce manual effort

Smart Case Assignment

Match cases to the right agent using AI-driven insights on efficiency, availability and past success to maximize throughput

Contextual AI Guidance

Deliver real-time, AI-driven policy and next-step recommendations to front- and back-office teams

Automated Decision Execution

Execute resolution steps such as write-offs or conditional credits through business logic-driven automation

Case Intelligence and Resolution

Leverage AI-powered capabilities to identify similar cases, summarize outcomes, and generate investigation notes with recommended reason codes

End-to-end Documentation

Seamlessly generate formatted documents for card network submissions with chatbot-assisted support for stakeholders

Success Stories

Reimagining Dispute Management for a Leading Australian Bank

One of Australia’s largest banks, managing over USD 66 billion in assets and serving 1.6 million customers, faced challenges with manual, paper-based dispute handling and inconsistent data visibility.

WNS-Vuram partnered with the bank to deploy a unified, low-code automation platform that consolidated all dispute types into a single command center with integrated data flows, automated postings and full visibility across the dispute lifecycle.