July 29, 2019
UPDATED March 31, 2021
Visa Order Insight allows customer service representatives at issuing banks to access information from merchants’ CRM systems in real-time, enabling them to provide specific details about the transaction. This helps cardholders recall unfamiliar transactions and can provide greater clarity to the issuer about whether a dispute is appropriate to escalate to a chargeback or whether the cardholder should be directed to resolve the issue with the merchant.
If a customer disputes a charge, these additional transaction details are often the compelling evidence you need to justify the purchase. Under the litigation-based legacy system, though, such data would not even be introduced until the chargeback had been filed and you were preparing a representment.
With Visa Order Insight and our integration with CB911 the system now automatically transmits this information in response to the initial inquiry or complaint. To demonstrate, let’s assume a buyer completes a purchase, but later contacts the issuing bank, claiming not to recognize the transaction. This would have likely resulted in a chargeback under the legacy system; with Visa Order Insight, though, the process begins with a transaction inquiry. The bank can use the system to recall critical information quickly and efficiently, giving the buyer a key context for the purchase and preventing the chargeback.
Order Insight is designed to convey any of the following information from your CRM or ordering system:
Detailed product description
Quantity of items ordered
Tracking and carrier information
Delivery status, with signature confirmation
Device and IP address used to place the order
Merchant’s name and contact information, including phone, email, and website
Customer’s name, contact information, and order history
Transaction details including order number, payment card used, and authentication status
Usage data for digital purchases, including location and frequency
Notes about the customer or transaction
Everything Order Insight does happen automatically. Merchants don’t have to monitor and respond to Order Insight inquiries; the system retrieves the information through an integrated link for immediate, seamless transmission to the issuing bank’s call center.
Reduce your chargeback count now. There is no risk to get started.