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
- Ability to view customers personal information such as name, address and contact details.
- 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.
| Functionality | Description |
|---|---|
| Manage fraud states | Ability to view and manage fraud treatments to mitigate potential risks (set-up by client configuration). |
| Claims decision | Ability to determine case outcomes, including acceptance, rejection, or conditional approvals based on investigation outcomes. |
| Merchant liability | Ability to apply merchant liability when applicable, ensuring accurate allocation of responsibility in fraud or dispute cases. |
| Review dates | Functionality 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 upload | Ability to securely upload case details to CIFAS to facilitate fraud prevention across the industry. |
| Investigation | Structured investigation process allowing users to document findings, compile evidence, and establish case status. |
| Post-investigation | Provides 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.
- Ability to add a transaction to a case.
- Ability to mark a transaction as fraudulent.
- Ability to action and reverse reimbursements to customer accounts.
- Ability to add a chargeback to a case for disputed transactions.
- Ability to charge off transactions in line with company policies.
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