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Merchant data provider integration

Ethoca Eliminator and Verifi Order Insight are third-party merchant data provider networks that can help issuers prevent dispute claims where the cardholder does not recognize the transaction by enabling the collaboration between cardholders, issuers, and merchants.

You can integrate Pega Smart Dispute for Issuers with Ethoca's Eliminator and Verifi's Order Insight API services to access merchant order details in real time.

To obtain merchant order data from Ethoca or Verifi, the issuer's organization must have agreements in place with either Ethoca or Verifi respectively. If the organization does not have such agreements in place and wants to use either merchant data provider's services, before proceeding, instruct the issuer organization's representatives to contact Ethoca or Verifi directly.

When the “Do not recognize” dispute reason is selected, Pega Smart Dispute for Issuers uses the RetrieveMerchantInfoFromThirdParty activity to determine which provider or providers to query for transaction or merchant data, or both, and in what order. You can obtain transaction details from card associations such as Mastercard or Visa, or merchant order data from third-party networks such as Ethoca and Verifi.

If the issuer's organization does not have the appropriate agreements with Ethoca or Verifi in place, Pega Smart Dispute for Issuers relies on the card association as the only source of additional data; that is, the transaction inquiry (TI) service provided by Visa and Mastercard respectively, and, if applicable, the merchant purchase inquiry (VMPI) service provided by Visa. In such a case, only the acquirer reference number or transaction ID are required to obtain additional data from any of the supported card associations.

If the issuer's organization has the appropriate agreements with Ethoca or Verifi in place, Pega Smart Dispute for Issuers queries the card associations and third-party networks by following the order of priority that was defined according to the issuer organization's requirements. In such a case, the merchant name (or descriptor) is also required to obtain data from the third-party merchant data providers.

Based on the response from the remote service that was queried, Pega Smart Dispute for Issuers determines the merchant data provider network that the merchant engages with for the provisioning of order details. If the query is successful, the ThirdPartyDetails section rule displays the appropriate details on the screen. Otherwise, the application queries the next data provider until the requested data is found or all the configured data sources have been contacted and no details are available.

By default, the ThirdPartyDetails section rule is configured for use only with the “Do not recognize” dispute reason. If required by the issuer's organization, you can also configure that section rule for use with the other dispute reasons.
Both Ethoca and Verifi require that feedback is provided to measure the effectiveness of the merchant data in deflecting a dispute claim. This is achieved systematically when the user completes the dispute questionnaire and decides whether to resolve the case, change the dispute reason and continue as a consumer dispute, or convert the dispute claim into a fraud claim.

For more information about how to install Ethoca and Verifi service integration components, depending on whether you want to install Pega Smart Dispute for Issuers for the first time or upgrade from a previous release, see the Pega Smart Dispute for Issuers Installation Guide or the Pega Smart Dispute for Issuers Upgrade Guide.

For more information about how to configure the integration of Ethoca Eliminator and Verifi Order Insight services with Pega Smart Dispute for Issuers, see the Pega Smart Dispute for Issuers Implementation Guide.

For an overview of Ethoca Eliminator and Verifi Order Insight service integration components that are available in Pega Smart Dispute for Issuers, see:


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