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Mastercard and Salesforce have been working on a new integration focusing on resolution of customer disputes and chargebacks, having identified this as a significant challenge to the payments industry.

Saleforce’s Financial Services Cloud (FSC) has been integrated with Mastercard’s dispute resolution services to create an all-in-one solution. The duo aims to streamline the way banks and other financial institutions manage transaction data to enable quicker responses to dispute inquiries.

Chargebacks are a recurring problem across the global payments system. Mastercard and Salesfroce cite projections that there could be 337 million chargebacks annually by 2026, an increase of 42% from 2023.

“Technology is helping to speed up and improve the checkout experience, especially when shopping online,” said Johan Gerber, Executive Vice President, Security and Cyber Innovation at Mastercard.

“However, every disputed transaction can create stress for the consumer as well as resource pressures and increased costs for merchants and financial institutions. 

“Through this partnership, we are adding to the tools that make it easier and faster for banks and merchants to resolve disputes, further enhancing trust in the ways they choose to pay.”

The essential premise of the integration will see data from Mastercard services fed into FSC to inform bank agent and team member decision making on disputes. 

Data will come from Mastercard’s Ethoca Alerts real-time chargeback notifications platform as well as Ethoca Consumer Clarity. FSC’s platform, meanwhile, is powered by the EInstein 1 platform, utilising CRM, AI, merchant and consumer data.

Eran Agrios, Senior Vice President and General Manager for Financial Services at Salesforce, added: “Our partnership with Mastercard is a testament to our shared vision of using trusted data and innovative technology to streamline processes and deliver great customer experiences through the Einstein 1 Platform. 

“Together with the Mastercard team, we’re reimagining the entire transaction dispute process, bringing together the power of Salesforce’s CRM, data, and AI with Mastercard’s dispute resolution, to deliver an end-to-end solution that will benefit both our joint customers.”
May has been an active month for Mastercard. So far, this month has seen the firm sign start-ups to its Start Path Acceptance Programme, process its first domestic payments in China via the Mastercard NetsUnion JV, and explore tokenization with Standard Chartered.