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Ethoca and American Express Partner to Resolve Card Disputes Faster

American Express merchants and card members in the U.S. just won a new ally when it comes to quickly resolving disputes related to card purchases. Ethoca Eliminator, developed by leading  technology solution provider Ethoca, will enable card holders to get more detailed transaction information in real-time, making it easier for them to communicate with AMEX Customer Care professionals during customer service calls.

“American Express is committed to providing merchants and card members (with) a simple process for resolving disputes,” SVP of Global Strategy & Capabilities with AMEX’s Global Merchant & Network Services Group, Priscilla Kam said. “Ethoca’s platforms can help prevent card member disputes before they happen, helping merchants save time and costs associated with disputes and chargebacks.”

The new capability is expected to be available in the first few months of 2019. Ethoca Eliminator serves as a complement to the company’s Ethoca Alerts solution, which American Express uses to alert merchants to possible fraudulent transactions.

“Our suite of collaboration-based solutions is focused increasingly on preventing unnecessary disputes before they ever disrupt a customer purchase journey,” Ethoca CMO and Product Officer Keith Briscoe said. “(This) ultimately help(s) to ensure a better experience for all parties in the ecosystem.”

Ethoca demonstrated its Ethoca Alerts solution at FinovateEurope 2016. The company launched its new Integrated Solution Suite this spring which, in addition to Ethoca Eliminator and Ethoca Alerts, also features Enhance Representments. This third feature makes it easier for merchants to leverage Ethoca’s knowledge of chargeback processing and evidence rules to challenge transaction disputes more effectively.

Founded in 2005 and headquartered in Toronto, Ontario, Canada, Ethoca won Most Innovative Online Solution at the Fraud Awards 2018 earlier this month. In August, the company picked up a trio of honors at the Australian Fraud Awards 2018.

Ethoca’s solutions are used by more than 5,400 merchants in more than 40 countries, serving 590+ card issuers in 20+ countries. Eight of the top ten North American ecommerce brands, 14 of the top 20 North American card issuers, and six of the top ten U.K. card issuers use Ethoca’s technology.