American Express and Ethoca partner for card dispute resolution
Amex teams with Ethoca for card dispute resolution
American Express merchants and card members in the US just won a new ally when it comes to quickly resolving disputes related to card purchases, reports David Penn at Finovate.
Ethoca Eliminator, developed by Ethoca, will enable card holders to get more detailed transaction information in real time, making it easier for them to communicate with Amex Customer Care staff during customer service calls.
The new capability is expected to be available in the first few months of 2019. Ethoca Eliminator serves as a complement to the company’s Ethoca Alerts solution, which American Express uses to alert merchants to possible fraudulent transactions.
“Our suite of collaboration-based solutions is focused increasingly on preventing unnecessary disputes before they ever disrupt a customer purchase journey,” Ethoca CMO and product officer Keith Briscoe says. “This ultimately helps to ensure a better experience for all parties in the ecosystem.”
Ethoca launched its new Integrated Solution Suite this spring which, in addition to Ethoca Eliminator and Ethoca Alerts, also features Enhance Representments. This third feature makes it easier for merchants to leverage Ethoca’s knowledge of chargeback processing and evidence rules to challenge transaction disputes more effectively, the company says.
Founded in 2005 and headquartered in Toronto, Ontario, Canada, Ethoca’s solutions are used by more than 5,400 merchants in more than 40 countries, serving 590+ card issuers in 20+ countries. Eight of the top ten North American e-commerce brands, 14 of the top 20 North American card issuers, and six of the top ten UK card issuers use Ethoca’s technology, according to the vendor.
