Pannovate

Customer Operations

Pannovate Case Management

Disputes and chargebacks, and every other case a cardholder raises, in one queue with one history.

With AI that turns the customer's own words into a recommended case to open and, for Visa disputes, a recommended chargeback code, for the agent to confirm.

Experience

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Brochure

Pannovate Case Management brochure

A card programme generates a steady flow of cases, and only some of them are disputes. Pannovate Case Management gives everyone who handles cardholder cases one queue and one history, whichever team they sit in.

A cardholder rings because a transaction is not recognised, because the app will not open, because a replacement card has not arrived, because a payment went through twice. The dispute is the case with the most money attached and the hardest deadlines, so it is the case that specialist tooling gets bought for. Everything else lands wherever the operation happened to put it, and the history gets reassembled by hand whenever a complaint is escalated or a regulator asks for the file.

Features

AI that recommends the case, and the Visa chargeback code

The agent pastes what the customer said. The AI recommends the case type with its reasoning, offers an alternative where one is plausible, flags what is missing and, for a Visa dispute, suggests the chargeback code. The agent confirms before the case is created.

One queue for every case type

Disputes, reported transactions and support queries are worked from one list, with the information, ownership and activity for each case in one place.

Prepared for submission, with Copy to VROL

Files attach to the case as the conversation goes on. Once the case is ready, Copy to VROL places the formatted case summary on the clipboard for the operator to paste into Visa Resolve Online and submit there.

Guided intake for Visa disputes

Guided intake asks only the questions that matter for that kind of claim, whether an unrecognised transaction, goods that never arrived, a cancelled subscription or a missing refund, and resolves to a Visa dispute condition.

Scheme and regulatory deadlines, kept apart

Scheme clocks and customer-protection clocks run separately on every dispute. The regulatory ones are configured per country or region to the rules your programme answers to.

The money on every dispute

Each dispute shows its provisional credit, what has been recovered from the network and the issuer's current exposure, without leaving the case.

AI assist
The same words from a customer can mean a support ticket, a transaction to investigate or a formal chargeback, and a chargeback then needs the right scheme code. The agent types or pastes the customer's own description and asks the AI.

It recommends a case type and explains why. Where another route is plausible it offers that too, and where the notes are thin it says what is missing. A customer charged twice for one purchase is pointed to the duplicate-processing condition, and a customer who cannot download a statement to a support ticket.

Choosing the recommended route opens the intake already prepared. On the Visa route the reason group and code are selected and whatever the notes supplied, such as merchant, amount and date, is filled in to check, not retype. The agent confirms before the case is created.

Ai assist

From the customer's words to a recommended case

AI analyses the customer’s own words to recommend the right case type, explain why, and identify any missing information. It prepares the relevant intake, including applicable chargeback codes and details, for the agent to review and confirm.

Disputes and chargebacks

The dispute, from first contact to submission

Each dispute is captured against the cardholder's actual claim, moved through the Visa issuer chargeback workflow, and brought to the point of submission with its evidence and deadlines in order. Moving to the scheme is always the operator's decision, never automatic.

Delivered for Visa today, with Mastercard on the roadmap.

Capture the claim wherever it arrives

A cardholder can raise a dispute in Pannovate's own app, the flag can come across from the transaction view in BankVault, or an agent can raise the case on a call.

Conversations do not run to a script

An agent can park a claim part way through and pick it up where it stopped. If the explanation turns out to describe a different problem, the agent switches flow and keeps the answers that still apply.

Two clocks, shown separately

Scheme deadlines are worked out from the event that starts them. The customer-protection deadline for your jurisdiction runs alongside, so the operator sees each obligation on its own and knows which needs attention first.

Prepared by the product, submitted by the operator

Pannovate Case Management prepares the submission. The operator makes it in Visa Resolve Online, and the case records that they did.

Cases closed. Minds clear.

Running the operation

Ownership and follow-up

Every case has a reporter, can be assigned to an agent and followed by any number of watchers. Comments, edits, file uploads and status changes appear in one activity stream.

The manager's view

Managers see open cases, cases due today, who owns what, and the split between disputes and everything else, and go straight from a number to the cases behind it.

Reporting

For Visa chargebacks the team can export the lifecycle report and import an updated workbook, with a row-by-row preview of what would change before anything is written.

Batches

Create many cases from one uploaded file and move them through the workflow together. A case that needs individual handling continues on its own.

Roles

What each person can see and do is set by role, from read-only access through to supervisor approval.

A complete history

Each action is recorded as it happens, so when a complaint, an audit or a regulator asks, the history is already there.

Fit with your operation

Available as an optional module of BankVault, or as a standalone product with its own screens and API. It is equally capable either way.

Native in BankVault

Cases, transactions and cardholder context are already one system, with no integration work to do.

Standalone

Its screens sit inside the operations portal you already run, and an API is there for systems that need to create cases or read deadlines directly.

A dedicated environment

Pannovate hosts the service in a dedicated environment for each client, with no data shared between clients.

Related

Product

Kenshyn

Real-time card fraud decisioning. Fraud cases it raises can be worked in Pannovate Case Management.

Managed Service

Customer Support

For a managed first and second level support service, see Customer Support.

Platform

BankVault

The administration portal in which Pannovate Case Management runs as an optional module.

Case study cover

Service Portfolio

Pannovate Case Management

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