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Eliminator for Card Issuers

Fight the Rising Costs of Cardholder Disputes & False Claims

Customer disputes and false claims ('friendly fraud') are a big problem for card issuers. Whether it's a case of cardholder confusion caused by a charge they don't recognize, or an attempt to abuse the system for personal gain, you're typically the first point of contact and it can take upwards of six interactions to resolve a claim. The result? Considerable operating expenses, reduced transaction income and poor customer experience. And perhaps the biggest threat: legitimate transactions miscoded as fraud – an outcome that drives higher false declines for cardholders who then opt to use a different payment card ('back of wallet' syndrome).

But, what if you could streamline this inefficient process and eradicate the downstream chargeback and representment costs by having access to order and account information at the instant you need it? In fact, what if you could avoid the claims process altogether? With Ethoca Eliminator, you can.

You Can Rely on Eliminator to Help You...

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Reduce Purchase Friction

Cards no longer need to be reissued, so cardholders can continue to transact without disruption.

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Increase Your Revenue

Because cards no longer need to be reissued, spending increases.

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Reduce Call-Center Demand

Reduce 4-6 'touches' per claim to 'single contact' resolution.

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Enhance Experience

Save your cardholders from the frustration of the claims process.

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Improve Fraud Rules

Noise from improperly coded fraud transactions is eliminated.

What is Eliminator?

Ethoca Eliminator tackles the growing problems of friendly fraud and false declines by digitally transforming the customer experience and connecting issuers to merchant order and account history details in real time.

Now issuer call center agents have the information they need to effectively engage in a real-time conversation with cardholders whenever a dispute comes in. This includes itemized receipts, detailed account history, summary of merchant actions and refund status. Even better, cardholders can instantly access this in-depth merchant information directly through their desktop or mobile banking app – eliminating confusion and the need to reach out in the first place.

How Eliminator Helps With a Typical Dispute via Call Center

  1. A cardholder contacts their issuer to dispute a charge on their statement they don’t recognize or is willfully attempting to commit friendly fraud.
  2. The issuer agent logs in to the Ethoca Eliminator portal and requests the necessary merchant information, such as detailed digital receipt, purchase history and account history.
  3. Ethoca queries the merchant in real-time, pulls the information and delivers it to the agent while they are having their first dispute intake call with the cardholder.
  4. The agent walks through the receipt, purchase history and refund status (as required) with the cardholder.
  5. The cardholder now recognizes the purchase and takes responsibility for the transaction – eliminating the need for a chargeback to be raised.
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Whitepaper: Solving the CNP False Decline Puzzle

When fraud rears its ugly head, merchants and issuers often resort to the same response: deploy stricter fraud measures. Unfortunately, there's a problem with this strategy – it leads to false declines. False declines occur when good transactions are wrongly turned down due to the suspicion of fraud, and they're a big problem. How big? Our research indicates that 1.9 billion purchases, representing USD $145.9 billion in sales are declined a year.

Want to learn more about this growing issue and what can be done?

What About Friendly Fraud and False Declines?

In the long term, Eliminator helps to retrain the cardholder – especially those who were hoping to commit hostile friendly fraud. They become aware of the depth of information you have at your fingertips to prove the purchase was legitimate, making it more difficult to game the dispute process for personal benefit in the future. And because these legitimate cardholder transactions are no longer incorrectly coded as fraudulent, your fraud models improve over time, resulting in fewer false declines.

This is a significant win across the entire payment value chain that drives up acceptance across the board.


Still confused about how our network operates?


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