Challenge 
This client’s historical chargeback ratio was consistently at or exceeding their thresholds, especially during periods of open enrollment. Their primary concern was recovering lost revenue from disputes while remaining HIPAA compliant.
Approach 
We analyzed the chargeback data and discovered operational inefficiencies leading to customer dissatisfaction. We also found gaps in client data-capture initiatives, hindering transaction tracking. We worked to improve the strength and relevence of evidence submitted, reducing the occurrence of second chargebacks.
Solution 
We utilized Smart Chargeback Representment™ to dispute chargebacks and our proprietary CBG platform to aggregate the data. We collaborated with the provider's internal teams to institute customer outreach initiatives and implement datacapture policies, resulting in Custom Dispute Packages that better suited their needs.
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