NewProtect

Allows agents to record, investigate and resolve cases related to fraud or disputes.

Overview

NewProtect is a system designed to streamline the process of handling fraud and dispute cases. It offers a guided workflow that equips users with essential tools and information, allowing them to efficiently create, investigate, and resolve cases.

Customer Profile & Case Creation

  1. Ability to view customers personal information such as name, address and contact details.
  2. Ability to create new fraud or dispute cases, capturing the case details in a structured format and applying notes directly onto a case.

Case Management

Functionality to manage account states, make claims decisions, apply merchant liability, review dates, and upload fraud data, while supporting structured investigation processes.

FunctionalityDescription
Manage fraud statesAbility to view and manage fraud treatments to mitigate potential risks (set-up by client configuration).
Claims decisionAbility to determine case outcomes, including acceptance, rejection, or conditional approvals based on investigation outcomes.
Merchant liabilityAbility to apply merchant liability when applicable, ensuring accurate allocation of responsibility in fraud or dispute cases.
Review datesFunctionality to apply review dates at the various stages of a cases lifecycle such as if the agent is awaiting for a merchant to respond, supporting documentation to be received or, a transaction to be posted.
Fraud prevention uploadAbility to securely upload case details to CIFAS to facilitate fraud prevention across the industry.
InvestigationStructured investigation process allowing users to document findings, compile evidence, and establish case status.
Post-investigationProvides a checklist to ensure all necessary steps and documentation are completed following an investigation.

Transactions

Functionality that enables users to perform a range of actions to handle transactions linked to a case based on the case outcome.

  1. Ability to add a transaction to a case.
  2. Ability to mark a transaction as fraudulent.
  3. Ability to action and reverse reimbursements to customer accounts.
  4. Ability to add a chargeback to a case for disputed transactions.
  5. Ability to charge off transactions in line with company policies.

Still have questions?

Can’t find the answer to your question? Our friendly team are more than happy to help