2023

AUTOMATIC CHARGEBACK AND AUTOMATIC DEPOSIT INTO ACCOUNT PROJECT 2023

Entrant Company

Ziraat Bank

Category

Business Technology Solutions - Operation Management Solution

Client's Name

Country / Region

Turkey

Chargeback for ATM cash disputes pertains to instances where, during ATM cash withdrawal or deposit transactions, the entire cash amount is not dispensed or partially dispensed, or when the cash deposited in the ATM is held and not credited to the account. In such cases, the cardholder possesses the right to dispute the transaction with the card-issuing bank.

The card-issuing bank (the issuer) initiates the process by requesting the disputed amount from the ATM-owning bank (the acquirer) through the clearing system, which constitutes a part of OPİM ATM chargeback operations. The principles governing chargeback transactions are determined by international card regulations and are executed in accordance with the guidelines established by the Interbank Card Center (BKM) in the respective country.

To commence a valid chargeback process, cardholders must inform the card-issuing bank of the card number, transaction date, transaction amount, and the ATM's owner bank (acquirer bank) when filing a dispute. Cardholders can submit disputes through the bank's branches, internet banking, or mobile banking systems.

Following the implementation of this project, chargeback transactions related to ATM withdrawals, cash advances, money deposits, and debt payment disputes are automatically received and transmitted to acquirer banks through the clearing system. This automated process not only ensures customer satisfaction but also minimizes operational risks and workloads.

As part of this initiative, the 'Automatic Chargeback and Automatic Deposit into Account Project' was developed to initiate chargeback processes on the same day the dispute is filed and to automatically credit the disputed cash amounts to cardholders' accounts, as accepted by the acquirer bank. This swift resolution of customer requests contributes to enhanced client satisfaction. Previously, this process required 30 employees, but with the project's implementation, it now operates with just 4 employees.

Credits

Head of IT Management
Nuray Esatoğlu
Authorization and ATM Chargeback Manager
Özgür Soydemir
Card Operations Support and Clearing Manager
Emrah Ulutürk
ATM Chargeback Official
Müge Gürgül
ATM Chargeback Assistant
Hale Tayanç
ATM Chargeback Assistant
Zeynep Taktak
Process and Quality Officer
Pınar Erdoğruca Dede
 
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Entrant Company

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Entrant Company

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Entrant Company

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