May 2013: Online Dispute Services

The May 2013 Small Business Card MonitorReport takes a close look at online dispute services offered by four of our eight SBCM firms. With online dispute services, clients are able to address an inquiry about a charge online instead of calling the card issuer over the phone. In our investigation, we found that the firms that offer the best online dispute service feature the following attributes:

• Make the online dispute service easily accessible
• Give clients the option to dispute various transaction types online
• Simplify the dispute process for customers
• Offer a variety of dispute scenarios
• Provide assistance throughout the dispute process
• Allow clients to check the status of submitted disputes online

The most common place that clients are able to access the dispute service among the four SBCM firms is on the Account Activity page. Three SBCM firms allow clients to inquire about charges from the Account Activity page, with two SBCM firms also allowing clients to address payments from here. Once on the dispute center, we noticed the process varies by firm. Two SBCM firms provide fixed processes, while the other two services vary in length depending on the inquiry topic.

The report mentions unique features that enhance the dispute services, such as the ability to submit supporting documentation online. Currently, two SBCM firms offer clients the ability to submit supporting dispute documentation online instead of mailing it or faxing it to the firm. Additionally, we noticed some SBCM firms allow clients to check the status of submitted disputes online. One SBCM firm even allows clients to speak with a representative about a dispute via a chat tool. Other features are also mentioned on this report, including helpful resources. Image may be NSFW.
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