BACKGROUND
The client has been leading the charge against chargebacks for 15 years, including operating as an online merchant themselves. They have experienced first-hand the hassles, frustrations and costs that chargebacks can bring to merchants who are busy trying to run and grow their businesses.
They understand why chargebacks occur, how to prevent e-commerce fraud, how to respond to chargebacks and recover our clients' lost revenue. Their knowledge and experience have helped develop unique and effective strategies that minimize the incidence of chargebacks for our clients while maximizing the chances of winning chargebacks.
A 'Chargeback' occurs when a credit cardholder initiates a dispute with the credit card company. The credit card company gives the customer credit and charges the disputed amount back to the merchant. The charge to the merchant is called Chargeback.
The client wanted a technology partner that could serve as an extension of their current team for the improvement of a pre-existing chargeback dispute management solution. They wanted to add more features which will enhance productivity and reduce manual efforts of analysts in their organization. The customer information required to facilitate chargeback analysis is gathered from the several third-party systems they already had tie up with. To be able to support the new solution so it could scale and evolve seamlessly over time, they needed assistance integrating the new application with those third-party systems and upgrading the company’s technology stack.
Aside from the capabilities to develop a product, there was yet another attribute that the client was looking for in their development partner. The customer wanted to build a dedicated offshore team that could take full ownership of product development.
After considering a few companies, the client chose our team as their technology partner because of our experience with similar product development and staff augmentation services for other clients in the financial domain.
Challenges
- ✓The customer's internal process required us to quantify the amount of work that needed to be done, provide cost/time estimates, and plan future work, though it wasn’t always straightforward.
- ✓The client's team initially used JIRA as their management tool, but later transitioned to monday.com for some internal reasons. That required considerable efforts to refine the backlog tasks.
SOLUTION
- 1.Our lead engineer worked in the client’s location along with their CTO to gather product requirements. This meant face to face conversations when working from client location, or discussions over Microsoft teams where the requirements were clarified to ensure enough information was available to facilitate development.
- 2.We worked with the product owner on the client side to finalize product requirements, and prioritize feature enhancements and bug fixes.
- 3.Aside from being the liaison between CTO and the development team, we provided extra hands-on coding to get things done faster. Our team also helped monitor server health, development environment and with SSL certificate upgrades.
The following is the tech stack that we used for development of the solution.
Through our efforts, we helped the integration of their application with the following third-party systems:
- ✓CRM Platform - Enables the client to retrieve the evidence necessary to dispute chargebacks and issue refund to proactively prevent a dispute from happening.
- ✓Visa Merchant Purchase Inquiry (VMPI) - Enables Visa's merchants to respond to unrecognized card holder transactions and other potential disputes.
- ✓Keycloak (a JBoss community product) - an open-source software product that allows single sign-on with Identity Management and Access Management aimed at modern applications and services.
RESULTS
The work we did for the client helped achieve the following:
- ✓Identify bottlenecks within the application and improve its overall performance
- ✓Improve the overall project management lifecycle by contributing to process improvement activities
BENEFITS
- ✓The product automation enabled analysts to handle more escalations, thereby adding to the company’s bottom line.