Order Insight (a Verifi Solution)

Order Insight is a robust system developed by Verifi, now a subsidiary of Visa, designed to enhance transparency and efficiency in resolving customer inquiries and disputes regarding credit card transactions. This technology allows customer service representatives at issuing banks to access detailed transaction information directly from a merchant's Customer Relationship Management (CRM) system in real-time.

When a customer questions or disputes a charge on their credit card, Order Insight facilitates the retrieval of detailed information related to that specific transaction. By integrating with the merchant’s CRM, the system provides comprehensive data such as the item description, purchase date, amount, and other transactional details that might help the customer recognize and recall the order. This can include digital receipts, product descriptions, merchant contact information, and shipping details.

The primary aim of Order Insight is to reduce confusion and misunderstanding over credit card charges, thereby minimizing the number of disputes that escalate into chargebacks. This not only improves the customer experience by providing immediate clarifications but also benefits merchants and banks by reducing the administrative burden and costs associated with managing chargebacks and disputes.

For banks, Order Insight enhances customer service capabilities, enabling representatives to offer quick and accurate responses to inquiries about transactions. For merchants, it offers a way to proactively address disputes, potentially saving time and resources that would otherwise be spent on lengthy resolution processes.

In conclusion, Order Insight exemplifies how digital integration and real-time data access can improve the interaction between banks, merchants, and customers, leading to a more efficient and user-friendly dispute resolution process.