Exception Management

Exception360 management system fully supports the retrieval, chargeback, arbitration and compliance processes associated with the disputes between cardholders and merchants. The application is fully integrated with Acquire360.

Exception360 uses Planet Group Inc.’s Workpoint BPM software to assist the user in processing disputes under the complex legal and regulatory rules mandated by the card associations. The module’s document management system serves to facilitate communication with the merchant and the card associations using sophisticated image management features and interfaces to Visa Resolve Online (VROL), MasterCom, Discover and American Express.

Exception360 supports configurable role-based access controls. System administrators can grant levels of access to users designed for their specific purpose within the organization. Work queues can be created based on various parameters, and workloads can be managed through intelligent assignment of an exception case to those work queues. Cases can be assigned to workers, escalated to supervisors and reassigned to other workers based on merchant, dollar amount, region and many other factors.