Mastercard and Salesforce announce new integration to transform transaction disputes

As consumers seek easier and safer shopping experiences, Mastercard (NYSE: MA) and Salesforce (NYSE: CRM) today announced a new integration to enhance trust across the ecosystem, helping customers speed up the resolution of transaction disputes, and reduce costs associated with resolving them.

Disputes and chargebacks, where a consumer notices a transaction they don’t recognise and requests a chargeback from their bank, represent a significant challenge to the entire payments industry. Projections suggest that by 2026 there could be 337 million chargebacks annually, an increase of 42% from 2023 levels¹. 

The integration will streamline the way issuers, like banks and other financial institutions, view and manage transaction data, such as disputes and decisions. It will enable a quicker, more efficient and transparent response to dispute inquiries.

The partnership will integrate Salesforce’s Financial Services Cloud (FSC) with Mastercard's dispute resolution services, providing a powerful one-stop-shop for intake, managing disputes, reporting and preventing chargebacks.

Mastercard’s services include Ethoca Alerts, which provides near real-time notifications when a financial institution raises a chargeback and Ethoca Consumer Clarity, enabling the provision of rich merchant and purchase insights to issuer back-office teams.

The data from these services is now being fed into FSC so that every bank agent and team member working on a dispute has more visibility from start to finish and delivers the best customer experience.  

FSC is powered by the Einstein 1 Platform, which unifies customer relationship management (CRM), AI, merchant and consumer data, development and security capabilities into a single, comprehensive platform.

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

Eran Agrios, Senior Vice President and General Manager for Financial Services at Salesforce said: “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."

Availability

The integration is available today for Salesforce FSC customers. More information about the Transactions Dispute Management offering is available on Salesforce's website. Information on Mastercard’s Ethoca solutions is available on ethoca.com. 

¹ Ethoca. Chargeback trends and outlook. 2023.