Everything You Need to Know About the Visa Order Insight Dispute Management Plugin
Visa Order Insight (formerly known as the Visa Merchant Purchase Inquiry, or VMPI) offers merchants an incredible opportunity to stop Visa chargebacks before they’re ever submitted. According to Visa, cardholders initiate roughly 3 million disputes every year solely because they can’t recognize the transaction in question. Visa Order Insight could eliminate most, if not all, of these disputes.
Despite this incredible benefit, though, relatively few merchants integrated with the tool, even more than 18 months after implementation. Are you doing everything you can to take advantage of this valuable service?
What is Visa Order Insight?
Visa Order Insight works as a plugin for the Visa Resolve Online platform. The service offers automated, real-time data communication between issuers and participating merchants.
Under the legacy system, if a cardholder called the issuer with a complaint, that complaint usually turned into a chargeback. After that, it was up to the merchant to defend the transaction and pay all mandatory chargeback fees—regardless of the outcome. The problem: many of these disputes were legitimate transactions, but the customer simply couldn’t recognize the transaction in their records. Maybe the billing descriptor was confusing, or the customer forgot about having made a purchase; either way, the result is the same.
Enrolling in Visa Order Insight, however, gives merchants the power to answer inquiries in real-time. Automatic responses immediately provide additional information such as shipping confirmation, cancellation number, or product name. In many cases, this information—called a transaction inquiry response—identifies whether a complaint is invalid or illegitimate.
This plugin makes it possible to painlessly resolve many cases before the issuer officially files a chargeback. Visa Order Insight even allows you to issue a credit straight to the cardholder if this is the best way to resolve the situation.
Here’s What Visa Order Insight Has to Offer:
- Real-time data communication between issuers and cardholders
- Automatically shuts down certain complaints before they become chargebacks
- Instant fraud notifications
- Enhanced customer service
“Talk-Off” Chargebacks before They Happen
With a card transaction, there is a certain amount of data available to all or most of the parties involved. Not all this information may be transmitted, though; concerns about efficiency or privacy mean that only partial information gets transmitted between banks, merchants, and card schemes. The catch is that much of the detailed data integral to chargeback resolution won’t be transmitted.
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.
Thanks to Visa Order Insight, though, 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.
Visa is calling this “proactive representment.” With this system, merchants can respond to an inquiry in one of two ways: by issuing a Credit Notice (in instances where the customer has a legitimate issue), or with a Transaction Inquiry Response.
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In the case of a Credit Notice, the issue is resolved immediately:
In the case of a Transaction Inquiry Response, the case will either be resolved immediately or be escalated to a dispute.
Complaints that cannot be successfully resolved through Visa Order Insight will proceed as a normal chargeback. Depending on the data provided, however, Visa Order Insight may stop many disputes in their tracks. Preventing chargebacks through this platform is much more cost-effective than fighting disputes, and will lead to greater customer satisfaction in the long run. It’s a win-win for you and your customers.
What Should I Do After a Visa Order Insight Response?
There are still additional steps to take even once you’ve submitted a Visa Order Insight response. At this point, your goal is to ensure there are no further issues involving this customer. Your course of action will depend on how you handled the inquiry:
If Submitting a Refund to the Customer:
- Refund the transaction immediately, and make note of the refund in your CRM.
- Cancel order fulfillment (if possible).
- Cancel any future rebills if part of a recurring billing program.
- If you suspect friendly fraud, flag the customer and consider blacklisting.
If Submitting Transaction Info as Resolution:
- Make note of the resolution in your CRM.
- Follow-up on any pending action item to ensure the issue is resolved (if an order was noted as previously canceled or a shipment was sent, make sure the process was completed).
- Prepare to respond if transaction information is determined to be insufficient. In this scenario, Visa may allow the issuer to progress by filing a dispute.
The Visa Order Insight even plays an important role beyond your initial response. Data generated by Visa Order Insight allows for in-depth analysis to better understand your general chargeback situation. You can examine how well your inquiry responses perform and apply those insights to see a long-term reduction in disputes.
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Start Saving Now by Integrating with Visa Order Insight
Visa Order Insight was introduced as part of the Visa Claims Resolution. This was an effort by Visa to streamline and automate as much of the chargeback dispute process as possible. It’s important to emphasize that Visa Order Insight is optional; that said, it’s in your best interest to enroll. If you choose to not participate, cases will progress to a dispute automatically.
You need connectivity with Visa’s systems to implement this solution and enjoy the benefits of Visa Order Insight. Once your business is integrated, you can immediately start reaping the benefits of real-time chargeback reduction.
The fastest, easiest, and most effective way to get started is through a Visa-authorized facilitator like Chargebacks911®, who will integrate with the platform on your behalf. In most cases, you’ll only need to provide basic merchant account details; we’ll handle all the other complex details of your integration process for you.
Digital responses function just like legacy-style representments, using the same exacting requirements. With our proven record of representment success, our experts know better than anyone how to leverage evolving scheme rules and supportive data to maximize the impact of every response. And because we’re Authorized Visa Order Insight facilitators, our clients enjoy the benefits of easy, instant integration with the Visa Resolve Online platform.
As your facilitator, Chargebacks911 can offer:
- More revenue recovered
- Reduced costs and better resource allocation
- Increased net income
- Long-term chargeback reduction
Whether you’re in the market for a facilitator or end-to-end chargeback management, Chargebacks911 offers the services you need. Ready to see what we can do for you? Request your free dispute analysis below and start saving today.