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Enhancing customer experience through a digital transformation

​As competition grows fierce and recovering consumer consumption includes more digital transactions, banks should seek competitive advantage by digitalising their entire dispute resolution processes and creating huge improvements in customer experience, argues Jonas Gaba Jensen, Senior Proposition Manager at Nets Issuer & eSecurity Services.

​Growing digitalisation in consumer banking has given users more control over their personal account services and other financial instruments, as well as making finance easier to understand and access. However, banks have ignored the user experience in dispute resolution for too long – not a great strategy given competition for share of wallet is rising from both non-Bank Financial Institutions (NBFIs) and alternative payment methods not linked to card rails. 

The hot take on dispute resolution

  • As m- and e-commerce become the norm, users are at higher risk of fraud.

  • Dispute resolution is a key area of customer service that remains challenging for users.

  • Digitalising and automating all aspects of dispute resolution, including initiation, provides a range of benefits for users and the banks themselves.

​Author/source: {attribution}
​Jonas Gaba Jensen is leading Nets’ Fraud and Dispute product propositions across Europe. Jonas has more than 10 years´ of experience within risk management. During the past five years, Jonas has worked on bringing Nets’ dispute value proposition including leading-edge products​ such as the innovative dispute initiation service to the European marketplace.
​Being a victim of card fraud is a stressful experience, as are problems with online purchases or confusing information relating to card transactions posted in online accounts. By digitalising and automating the dispute initiation process, banks will improve customer satisfaction and loyalty, as well as saving time and money by reducing human involvement in non-value creating processes.

​Digital transactions increase their share across Scandinavia.

The need to digitalise these processes is acute: as spending recovers after COVID-19, it’s clear digital transactions are going to play a bigger role. As this graphic shows, the level of POS transactions in Scandinavia is flatlining, while digital transactions are up almost 20 percent over the last two years. According to Radial Research , m and e-commerce transactions are three times more prone to fraud than POS transactions. 


What’s more, although the EU’s PSD2 regulation (see box below) seeks to improve transaction security online, a recent study from Riskified and Forrester Consulting reveals almost half of digital merchants are still struggling to understand its provisions – and that fraud in online channels continues to rise faster than anywhere else. Taken together, these facts mean banks should prepare for more disputes, recognising the urgent need to improve user experience during the dispute process.

Three advantages of digitalising dispute resolution:

Intuitive initiation 
For most customers, creating a card dispute happens very rarely - meaning they are unfamiliar with the process. This can add to the confusion and uncertainty experienced by those who may already by in a distressed state. 

Banks that enable consumers to initiate a dispute 24/7 via your website over any kind of device reduce the distress, confusion and uncertainty experienced. By further adding an intuitive process designed for those unfamiliar with dispute initiation, it’s possible to guide and support users throughout the initiation process. Tools employed to achieve this include assistance text boxes and guided answer options. Digitalising and automating disputes, including initiation, vastly improves one of the last frontiers in poor customer experience.

First time right 
Intuitive digital dispute initiation processes help both consumers and banks benefit from fast, easy access to information relevant to the dispute without the need for customer call-backs. As well as improving the user experience, banks are able to increase automation across the board as all relevant information is available in their online dispute management tool. 

This leads to more rapid dispute processing, further enhancing customer experience thanks to faster case handling and reduced points of contact. It’s also essential that dispute resolution processes cater for fast reimbursement – both to reduce customer distress about losing money and to comply with to PSD2’s regulations regarding faster dispute resolution.

Process transparency 
Transparency throughout the process is vital – from dispute initiation through to resolution – to ensure ongoing customer trust, confidence and satisfaction. With an end-to-end digital dispute solution, banks can use push-messages, auto-emails or text messaging to support process transparency from start to finish. This offers customers comfort and assurance while avoiding call-backs about their dispute. 

At a time when competition for share of wallet is soaring – and customer expectations are rising – digitalising and automating the entire dispute process is an investment in the future of your business. Digitalised dispute resolution not only creates a great customer experience, but also leads to increased loyalty, cost savings, better profitability and keeping your card at the top of the customer’s wallet.

A dispute is when a customer experience issues with a transaction – could be validity or if it’s a purchase where something went wrong. Dispute reasons may occur for several reason but here are some of the most common: 

  • Not received or not as described, where the cardholder claims to have never received the goods, or the goods were materially different from their expectations. 

  • Not recognised, where the cardholder has no recollection of what a charge in their bank statement relates to. 

  • Fraud, where the cardholder claims they did not authorise the purchase (e.g. their card information was stolen and used fraudulently). 

  • Admin error, such as duplicate billing, incorrect amount billed or a refund which was promised but never received.