Gain exclusive insights into the evolving world of payments that are reshaping the banking sector and enhancing customer experiences.

Thought Leadership

Navigating the world of payment disputes is rarely simple. For issuing banks, managing growing volumes of disputes and chargebacks can mean high costs, complex workflows, and frustrated customers. At Rivero, we believe that simplifying payment operations is the key to staying ahead.

Mastercard’s dispute management ecosystem is built around Ethoca Alert Services, Ethoca Consumer Clarity, and Mastercom. It is a strong example of how automation and transparency can help issuing banks reduce friction and gain control of their operations.

Together, these services cut costs, increase efficiency, and improve cardholder satisfaction, directly aligning with Rivero’s mission to simplify payment operations.

Why disputes are a growing burden for issuing banks

Dispute volumes are rising. So are expectations for resolution speed and accuracy. Yet many issuing banks still rely on outdated, manual processes which cause delays, errors, and extra costs.

Every chargeback can result in lost revenue, operational drag, and reputational damage. And while some disputes are inevitable, many are preventable. That’s where Mastercard’s services come in; offering issuers the tools they need to act faster, work smarter, and deliver a better experience to their customers.

Ethoca Alerts: Preventing chargebacks in real-time

Ethoca Alerts is designed to help issuers stop fraud and cardholder dispute related chargebacks before they escalate. When a cardholder confirms a suspicious transaction, the issuer can use Ethoca to notify the merchant in near real-time.

Ethoca Consumer Clarity: Stopping friendly fraud before it starts

A large percentage of chargebacks come from cardholders who simply don’t recognise a transaction. Ethoca Consumer Clarity solves this by providing detailed information, like merchant name, logo, and even itemised receipts, directly in the banking app or call centre tools.

Mastercom: End-to-end chargeback management in one place

Mastercom is Mastercard’s platform for managing the full dispute lifecycle. It centralises case management, automates key steps, and makes it easier for issuers and acquirers to collaborate.


Digital tools that drive real operational impact

We’re in the business of helping issuing banks move away from legacy systems and manual work. Mastercard’s dispute management suite shows what’s possible when automation, data, and proactive communication come together.

For issuing banks, using Ethoca and Mastercom isn’t just about managing disputes better, it’s about building smoother operations that scale.

Mastercard’s tools reflect a broader shift in the payments industry: one where real-time data, proactive communication, and digital-first platforms aren’t optional, they’re essential.

But for many issuers, connecting all these services into one smooth, efficient process is still a major challenge. At Rivero, we’re here to help banks make that shift smoothly. Our solutions, 

, provide end-to-end integration with Ethoca, Verifi, and Mastercom. Whether it’s through payment network compliance, dispute automation, or fraud recovery, we build solutions that simplify complexity, so your teams can focus on what really matters.

Amiko,  our end-to-end dispute and fraud recovery solution helps issuers reduce manual work, lower dispute volumes, and improve cardholder satisfaction. On the compliance side, Kajo helps banks stay ahead of constantly evolving payment network requirements. 

Together, Amiko and Kajo support a future where issuing banks can lead with modern operations, connected systems, and more time for what really matters.

Explore how Ethoca, Consumer Clarity, and Mastercom empower issuing banks to reduce chargebacks, automate disputes, and enhance customer experience.

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Mastercard Dispute Tools Explained: Ethoca, Mastercom & More

Learn about the operational challenges and risks associated with the fraud & dispute process for banks and explore strategies and best practices benefitting both banks and their cardholders.

Fraud & Disputes

Disputes used to be treated as a cost of doing business: an unavoidable part of running a card programme. But things have changed. The volume of digital transactions keeps growing, customer expectations are higher than ever, and traditional dispute processes are under strain.

Manual workflows, incomplete data, and slow resolution times are all negatively impacting brand reputation, customer satisfaction, and operational efficiency.

For card issuers, the question is no longer whether to improve dispute management but how.

This article looks at why legacy systems fall short, what smarter automation looks like, and how issuers can deliver faster, clearer, and more scalable dispute experiences, without overwhelming their teams.

For card issuers, the sooner you can intervene during a potential fraud or dispute, the better. Fast merchant responses and accurate resolution at this stage can mean the difference between a quick fix and a costly, time-consuming chargeback.

By automating pre-dispute handling, Amiko enables issuers to recover funds faster, without adding manual work to the team. In fact, around 

75% of active merchant responses happen within 24 hours

. That’s well ahead of the 72-hour recommended waiting period suggested by Mastercard and Ethoca.

For issuer teams, Amiko tackles every step, from routing claims to pre-dispute channels to tracking outcomes and escalating when necessary. These zero-touch recoveries allow dispute analysts to focus on higher-value cases while the system handles the routine ones. Speed is important, of course, but removing repetitive steps and creating space for your team to focus on the cases that really need attention has a tremendous impact.

Behind all of this is automation: real-time routing, merchant response tracking, and configurable rules for credit decisions, even in tight regulatory timeframes. That means fewer manual steps, and more reliable outcomes. Because smarter tools don’t just help you manage disputes… they help you avoid them altogether.

For issuers, every dispute is a test of two things: how well your team can manage operations and how clearly your cardholders feel supported. Too often, both sides suffer.

 helps fix that. It brings structure and intelligence to what has long been a static, frustrating process, reducing incoming case volume while improving customer satisfaction.

One of the most common reasons for dispute is: “I don’t recognise this transaction.” Often, it’s not fraud, it’s confusion. But most systems treat every single claim the same: send it to the back office, log it as a case, and let someone figure it out. That’s costly and inefficient.

Amiko changes this. In nearly half (48.1%) of “Do not recognise” cases, 

the Virtual Agent helps the cardholder recognise the transaction on the spot, in under a minute on average

. That means no ticket, no agent, and no back-office processing required.

For the cases that do need to move forward, the average time to file is 

, structured, guided, and with all required data captured upfront.

The result? Fewer touchpoints, faster outcomes, and more trust. Cardholders don’t feel like they have to fight, they get clear and direct answers. And for issuers, every recognised transaction is one less case to review or escalate.

For real claims, fast and structured filing

Amiko deflects unnecessary cases, but it also makes it easier to process the ones that matter.

In nearly 20% of “There’s a problem” conversations, the 

issue is resolved within 90 seconds, without a formal case being created

. For the claims that do move ahead, the cardholder spends around 3 minutes and 30 seconds filing, with every scheme requirement already fulfilled.

This structure is key. The captured data is clean, complete, and ready for processing, with no messy follow-ups or missing fields. That makes downstream automation more effective, helps prevent errors, and accelerates resolution times.

The average time for a cardholder to get to any outcome, whether recognising a transaction, resolving an issue, or completing a claim, is 

. That’s often less time than it takes to find a static dispute form.

This speed and clarity boost cardholder satisfaction and make it far more likely that users stick to digital channels, reducing pressure on your call centre and letting agents focus on more complex, sensitive cases.

Issuers gain structured data, faster handling times, fewer manual touchpoints, and a lighter operational load, without compromising service quality.

Most card issuers still rely on paper forms, but some have switched to digital forms to handle dispute claims. These may feel modern, but they follow a static, outdated logic: gather basic data and push it to the back office. The form doesn’t guide the cardholder. It doesn’t flag common errors. It doesn’t help prevent misfiled or unnecessary claims. And it certainly doesn’t deflect work from your dispute team.

Every single submission becomes a case, whether it should or not. Follow-ups are often needed to gather missing information. And agents spend their time processing low-value tasks rather than high-value work.

But rather than passively collecting data, Amiko uses machine intelligence to guide cardholders through the process in real-time. It helps them recognise transactions, resolve issues, or, when needed, file a compliant claim. By resolving common cases before they even reach the dispute team, Amiko cuts case volumes in half. That’s a shift 

The Virtual Agent produces fully structured data, capturing all necessary information for scheme and legal compliance. That means no follow-up calls, no manual checks, and no delays caused by missing information… Human agents no longer waste time cleaning up submissions, they focus on complex fraud cases and high-value claims instead.

For issuers, this means fewer unjustified claims, fewer errors, faster resolution times, and a dispute operation that’s ready to scale, without scaling headcount.

This isn’t just more efficient. It changes the nature of the dispute team’s role. Instead of running a processing line, they're managing exceptions and contributing strategically. That’s better for your team, better for your budget, and better for customers who expect fast answers.

Legacy dispute systems weren’t built for today’s pace. They react slowly, rely on manual work, and make it hard to meet customer expectations. But things don’t have to stay that way.

Smart automation, such as Rivero’s Amiko platform, offers issuers a new approach. One that reduces back-office load, speeds up resolution times, and puts customer experience first.

By turning static forms into guided, self-service conversations and by automating key decisions, issuers can reduce costs, improve accuracy, and scale their operations without scaling headcount.

For banks looking to stay competitive, this isn’t just a tech upgrade… it’s a strategic step forward.

Do you want to learn more about Amiko and what it can do for you? 

Disputes used to be treated as a cost of doing business: an unavoidable part of running a card programme. But things have changed. The volume of digital transactions keeps growing, customer expectations are higher than ever, and traditional dispute processes are under strain. For card issuers, the question is no longer whether to improve dispute management but how.

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Dispute management deserves more attention from issuers

For decades, financial institutions have viewed customer disputes and chargebacks as inevitable or a cost of doing business. Opinions have changed in recent years, however, as advanced technology solutions can help banks and enterprises reduce caseloads, resolve disputes, and improve the customer experience.

At Rivero, we believe in bringing clear, helpful, and straightforward insights to issuing banks. That's why we sat down with Srii Srinivasan, an investor, entrepreneur, and former co-founder and CEO of Chargeback Gurus. Her deep expertise offers invaluable lessons for financial institutions looking to simplify their payment operations, stay compliant, and better manage fraud recovery and disputes.

Srii, you've been in this space for a long time. What initially attracted you to chargeback management?

: I started my entrepreneurial journey very early on in my career. One of our earliest companies was an international customer service and sales contact centre. We faced our first set of chargebacks when a long-term client filed multiple chargebacks without any notice. As I couldn't find any help to understand and navigate this deep, mysterious world, I took the time to educate myself. I fought those chargebacks and won every single one of them. With this acquired knowledge, we started servicing our clients to help them fight and win chargebacks. Eventually, our clients began relying on us to address other payment challenges, such as high decline rates, understanding payment rules, and preventing fraud. 

We saw the tremendous need among merchants for a service that would solve their chargeback and fraud pain points, which led us to start Chargeback Gurus in 2014. To this day, I’m very passionate about educating both myself and merchants about the ever-changing payment rules and regulations.

What notable communication gaps have you observed, particularly those that impact issuing banks?

: The complexity of the payment ecosystem creates significant communication gaps. A key one is the lack of a universal, direct communication channel between merchants and card issuers. Issuers often fail to disclose the reasons for dispute losses or the reasons for rejecting documentation, resulting in a slow and fragmented information flow. This means that issuers often lack sufficient transaction details to resolve disputes and may only learn about fraud or disputes after significant delays, forcing them to rely on outdated chargeback processes.

Another major gap arises when customers bypass merchants and directly contact their card issuer. Up to 86% of cardholders go straight to the issuer for disputes, especially in card-not-present (CNP) transactions. Our research shows consumers often don't know the difference between a chargeback and a refund, leading to unnecessary chargebacks. Also, 61% of disputes are due to vague merchant descriptions or lack of information, not actual fraud. Issuers sometimes fail to ask cardholders whether they contacted the merchant, leading to unethical disputes. Finally, many financial institutions still use outdated legacy systems for dispute management, resulting in slow resolution times and widening the communication gap.

Given the time-sensitive nature of disputes, how have technology solutions helped improve response times and resolutions for all parties, including issuing banks?

: AI/ML-powered chargeback solutions have dramatically transformed dispute management, leading to faster response times, higher recovery rates, and more efficient resolutions. Some larger issuers have partially automated dispute decision-making, using AI to review scanned documents for quicker responses.

Platforms now use AI/ML to intelligently automate the entire chargeback process, from dispute intake to evidence submission. This allows instant responses, eliminating manual delays. We have advanced tools that predict dispute win probability by analysing hundreds of data points, including historical data on customers, issuers, and transaction patterns. This helps prioritise high-value cases and optimises resource allocation. These systems also determine the required evidence and customise it based on factors such as the issuer and industry.

End-to-end dispute packages can be automatically gathered, analysed, and organised from multiple sources by AI systems. They can predict transaction fraud likelihood by continuously monitoring for suspicious patterns and flagging potential fraud in real-time, preventing disputes from escalating. Automated compliance reporting and risk assessment further speed up resolution and reduce errors.

What did you find surprising or memorable in dealing with friendly fraud, and what's your advice for card issuers on this issue?

: First, we need to understand that acquirers and issuers are stakeholders who do not fully reveal their cards to each other. This leads to surprising outcomes since they do not have full visibility into the 'chargeback story'... and every chargeback tells a story! 

I recall a dispute from a celebrity whose Executive Assistant used their personal card for a large personal purchase without consent, shipped to the celebrity’s verified address. When the celebrity noticed the transaction, they disputed it as 'unauthorised'. It was complex: the merchant had shipped to a verified address, the transaction passed fraud filters, and all evidence was collected. This surprising case shows the multiple dimensions to the same dispute story, highlighting why 'friendly fraud' is nuanced and challenging to resolve.

My advice to issuers is to use technology to understand customer patterns, leveraging data from multiple sources. Card issuers should adopt a multi-pronged approach to friendly fraud, combining advanced technology with customer education, clear communication, and collaboration with merchants. Leverage data analytics to identify suspicious behaviours, such as multiple disputes from the same cardholder or unusual purchasing patterns. Facilitate clear communication and strong customer service; encourage merchants to provide automated order confirmations, transparent policies, and prompt support. Issuers can promote similar strategies to cardholders to resolve issues before disputes escalate. Finally, leverage card network rules and evidence requirements, such as 

, which allows merchants to submit detailed historical transaction data to combat repeat-friendly fraud offenders. Educate cardholders about the difference between true fraud and friendly fraud, encouraging them to contact merchants first for returns or refunds.

Which advancements in chargeback automation and cardholder self-servicing in the issuing and acquiring domain have most impressed you and why?

: The integration of AI and machine learning (ML) across the chargeback lifecycle has been most impressive. I believe in 'smart' chargeback automation, which combines machine and human intelligence for best outcomes. These systems intelligently automate every phase, from case intake to evidence gathering and custom dispute package generation, making the process faster, more accurate, and less repetitive. This reduces operational costs and significantly improves chargeback prevention and recovery rates.

This is closely tied to predictive analytics and data-driven decision-making. Platforms leverage predictive analytics to identify patterns in chargebacks, optimise fraud prevention, and proactively protect consumers and merchants. Card networks have also introduced programs to help merchants prevent disputes and first-party fraud, like Visa’s CDRN & RDR and Mastercard/Ethoca Consumer Clarity, connecting issuers and merchants for seamless prevention.

Cardholder self-servicing platforms are another impressive achievement. Cardholders can access seamless digital experiences via mobile apps or online banking portals to activate cards, view spending, manage cards, and even initiate and resolve disputes without needing to contact support. This shift improves customer satisfaction and loyalty by offering faster, more transparent resolutions. It also eliminates manual forms, allowing banks to collect information upfront and provide real-time status updates.

I’m also impressed by instant card issuance and management. I personally love instant card solutions that enable me to receive and activate new or replacement cards within minutes. These advancements are all about customer empowerment, while reducing costs, and proactively protecting both merchants and consumers.

Looking ahead, what are your key predictions for the future of cardholder dispute management?

Srii: AI/ML and automation will continue to dominate dispute management. AI-driven systems will streamline all aspects, drastically reducing resolution times from weeks or months to days or even hours. Manual, labour-intensive processes will be rapidly replaced, expediting processes, reducing errors, and lowering administrative costs. AI-driven predictive analytics will forecast likely outcomes for current cases, and GenAI will enhance fairness and objectivity by handling multiple cases simultaneously, making the process scalable and cost-effective.

Proactive dispute prevention and resolution will be even stronger. AI and advanced analytics will become more accurate in identifying and preventing fraudulent or illegitimate disputes, reducing overall dispute volumes and costs. Card networks and issuers will increasingly urge cardholders to resolve issues directly with merchants before escalating to formal chargebacks. Advanced AI insights will help merchants understand the story behind each chargeback to proactively prevent them, correct errors, and improve customer journeys.

Easy and fast dispute resolution will be a key differentiator for issuers. Issuers will actively promote robust dispute resolution as a selling feature to earn consumer trust. Real-time data flow and integration between issuers, acquirers, and card networks will facilitate quicker and more accurate outcomes, reducing operational costs. Advanced cloud platforms will continue to enable banks to automate workflows, leverage AI/ML for fraud detection, and provide real-time visibility into disputes, allowing efficient management of volume spikes and compliance.

_________________________________________________________________________________

Srii Srinivasan's insights highlight a clear path forward for issuing banks: embrace technology, foster collaboration, and prioritise clear communication. At Rivero, we understand these complexities, that’s why we built solutions that help issuing banks simplify their payment operations, streamline dispute management, and ensure payment network compliance. We believe that by adopting smarter, more efficient processes, issuing banks can not only reduce costs but also significantly improve their customer experience and strengthen their position in a competitive market.

Want to learn more about how Rivero helps issuing banks navigate the evolving landscape of dispute management? 

Interview Srii Srinivasan

An interview with Srii Srinivasan, former CEO of Chargeback Gurus

Click to Pay is revolutionising online checkout with its seamless, secure experience. While beneficial for consumers and merchants, it presents unique operational and compliance challenges for issuing banks. Rivero's 

 solutions are purpose-built to digitalise and automate these complexities, transforming Click to Pay from a mandate into a strategic advantage for financial institutions.

The promise of Click to Pay: a simpler online world

Remember the frustration of forgotten passwords, endless card entry, and navigating clunky online checkouts? Click to Pay (C2P) emerges as the solution, designed to simplify and secure the digital payment experience across participating merchants. Backed by major card networks like Visa and Mastercard, it's quickly becoming the new industry standard for online transactions.

Beyond the front-end: what Click to Pay means for issuing banks

While Click to Pay brings undeniable advantages to the front-end user experience, it introduces a new layer of operational complexities for the issuing banks that power these transactions. As card networks push for Click to Pay to become an always-present, card-level feature, issuers face both challenges and significant opportunities.

For issuing banks, Click to Pay isn't just a new button; it's a new ecosystem with well-defined operational things to consider.

Integrating Click to Pay seamlessly with existing legacy systems can be a technical headache, demanding significant IT resources and expertise.

Payment networks frequently update their rules and requirements. Staying compliant with new Click to Pay mandates, deployment deadlines, and evolving security protocols requires banks to be on top of this consistently.

Issuers are responsible for collecting, verifying, and securely managing cardholder data for Click to Pay profiles. This includes lifecycle management, such as updating details or handling lost/stolen cards, all while adhering to data privacy regulations like GDPR.

While Click to Pay enhances security, it doesn't eliminate fraud entirely. Issuers must be equipped to handle disputes for C2P transactions, requiring robust processes for investigation, data collection, and communication with cardholders and networks.

Guiding cardholders through enrollment, managing their preferences, and resolving any issues related to their Click to Pay profiles adds new dimensions to customer service operations.

Despite the challenges, Click to Pay offers strategic advantages for forward-thinking issuing banks:

. By offering a secure and convenient online payment method, issuers increase the use and value of their cards, earning loyalty and top-of-wallet status.

. Thanks to features like tokenisation, encryption, and stronger fraud prevention protocols, Click to Pay may result in fewer fraudulent transactions and reduction in costly chargebacks.

. The streamlined data exchange and standardised security model can lead to a higher percentage of approved C2P transactions, improving payment performance overall.

And by adopting Click to Pay, issuers align more closely with digital payment trends and card network initiatives: an important step in 

At Rivero, we believe that embracing innovation like Click to Pay shouldn't mean adding layers of complexity to your payment operations. Our mission is to simplify the intricate world of card payments for financial institutions, turning operational burdens into strategic advantages. 

Click to Pay is revolutionising online checkout with its seamless, secure experience. While beneficial for consumers and merchants, it presents unique operational and compliance challenges for issuing banks.

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Simplifying Click to Pay for issuing banks

Disputes are on the rise. And with first-party fraud emerging as a top challenge for nearly 69% of financial institutions, the stakes for effective dispute management have never been higher. That’s why understanding and mastering the frameworks provided by major payment networks is no longer optional. Visa provides a comprehensive set of solutions designed to manage transaction disputes and enhance fraud control for issuing banks. These solutions help establish a clear process for handling every transaction dispute.

What is Visa's suite of dispute management solutions?

Visa provides a comprehensive set of solutions designed to manage transaction disputes and enhance fraud control for issuing banks. They generally focus on several key areas, each with specific tools and processes:

VROL is Visa's primary online platform for managing chargebacks and other disputes. It provides a centralised system for financial institutions to submit and respond to dispute cases, upload supporting documentation, and track the status of disputes. VROL helps make the dispute resolution process more organised.

Introduced to modernise and speed up the dispute process, VCR shifted from a liability-based model to a more automated, evidence-based process. It categorises disputes into two main flows: "Fraud" and "Authorisation, Processing, and Cardholder Dispute." VCR aims to reduce dispute processing times and improve the accuracy of decisions.

RDR is a pre-chargeback solution by Verifi (a Visa company) that allows merchants to resolve disputes before they escalate to a formal chargeback. Merchants can set up rules to automatically refund transactions that meet certain criteria, preventing chargebacks and reducing associated fees and administrative burdens for both merchants and issuers.

Order Insight provides issuers with enriched transaction details, like the merchant’s name, purchase description, delivery information, and customer service logs, right at the point of cardholder inquiry. It helps resolve “I don’t recognise this charge” disputes instantly, often without needing to escalate the case at all.

VRAD uses Visa’s own risk analytics to automatically generate and route certain fraud-related disputes. This reduces the need for manual case creation and ensures that legitimate disputes are submitted quickly and accurately.

This consultative service helps banks improve their internal dispute processes, by identifying workflow gaps, analysing case data, and recommending improvements that reduce case handling time and boost dispute win rates.

Together, these tools form a powerful ecosystem that brings clarity and structure to the often-dreaded dispute processes. 

Why understanding Visa’s reason codes is critical

To resolve disputes effectively, issuing banks need more than just tools. You also need to understand the logic behind each case. That’s where Visa’s reason codes come in.

Each dispute submitted through Visa’s network must be assigned a specific reason code that explains why the charge is being challenged. These codes affect the 

Without properly categorising disputes, banks risk delayed decisions, lost revenue, or unnecessary effort.

Here’s a quick breakdown of the most common categories:

Covers transactions the cardholder claims they didn’t authorise (e.g. 10.4: Card-not-present fraud). These cases often rely on supporting data like AVS, CVV, or device logs.

Applied when transactions were processed without proper authorisation or approval (e.g. 11.2: No authorisation).

These include duplicate transactions, incorrect amounts, or refunds not processed correctly.

Ranging from non-receipt of goods (13.1) to cancelled subscriptions (13.2), these disputes require clear records such as tracking numbers, cancellation confirmations, and merchant communication.

Understanding which reason codes appear most frequently in your portfolio can help shape fraud prevention, cardholder education, and dispute strategy.

Using Visa's dispute management solutions effectively brings several clear advantages for issuing banks:

By providing clear guidelines and processes, Visa's solutions help banks handle the volume of disputes more efficiently, reducing manual effort and operational costs. 

By providing tools and procedures for identifying and disputing fraudulent transactions, banks can improve their recovery rates and reduce financial losses due to fraud. 

A well-managed dispute process leads to faster resolution and more transparent communication with cardholders, ultimately increasing customer satisfaction. 

 is fully integrated with Visa’s suite of dispute services, including the Cardholder Dispute Resolution Network (CDRN) and Rapid Dispute Resolution (RDR) via Visa Resolve Online (VROL). These integrations enable Amiko to unlock the full potential of Visa’s dispute resolution infrastructure, delivering real-time efficiency, pre-dispute automation, and seamless case handling.

As the first Swiss fintech to join Visa's Fintech Partner Connect program, Rivero is positioned to provide Visa's clients with innovative solutions, allowing them to focus on growth and better serve their customers.

Technology is often the foundation for efficient and customer-centric payment operations. By embracing frameworks and leveraging technology, banks can simplify their processes, manage risk and scale. Disputes aren’t going away, but with the right approach, they don’t have to be a burden.

Disputes are on the rise. And with first-party fraud emerging as a top challenge for nearly 69% of financial institutions, the stakes for effective dispute management have never been higher. That’s why understanding and mastering the frameworks provided by major payment networks is no longer optional. 

Visa suite of dispute

Understanding Visa's dispute management solutions: A guide for issuing banks

In this section, you can read featured success stories from banks that have leveraged our products.

Success Stories

Cembra, a leading provider of innovative financing and payment solutions in Switzerland, has committed to delivering top-tier services to its customers. In 2023, Cembra implemented 

, Rivero’s end-to-end solution for chargeback management. The goal behind this partnership was clear: simplify customer support process, reduce manual workload, and create a better customer experience.

“Our customers expect fast resolution. Consequently, operational excellence became a priority for us, to maintain the level of service we are committed to. Amiko allows us to resolve requests quickly and efficiently. And we are continuing to improve our customer experience every day,”

 says Alona Eiduka, Chief Operating Officer at Cembra.

Guided by a “virtual agent”, Cembra’s cardholders can initiate chargeback requests at any time, directly through the Cembra App, reducing reliance on customer service personnel and making the process quicker, more transparent and user-friendly. Within just a few weeks after the roll-out, around 75% of all inbound chargeback inquiries were handled via the virtual agent in the Cembra App. 

By automating key steps in the claims process, such as case creation, fraud reporting and chargeback handling, Amiko significantly reduces Cembra’s manual workload. 

“We’ve achieved great efficiency gains, especially with bulk actions

, says Jessica Darioli, Team Manager in Customer Service at Cembra.

Amiko’s direct integration with Mastercard also meant that Cembra could resolve disputes directly through the card networks, eliminating the need for complex and lengthy system integrations with the processing system. 

“The introduction of Amiko’s virtual agent for self-service has led to a reduction in cycle time for cardholder inquiries, streamlined our processes, and increased customer satisfaction. This has been a key factor in enhancing customer retention and reducing operational strain,” 

says Joël Valentin, Team Manager Fraud at Cembra.

Since implementing Amiko, Cembra has experienced broad improvements:

How Cembra improved chargeback support with Amiko: faster resolutions, automation, and higher customer satisfaction via 24/7 virtual agent.

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How Cembra modernised cardholder support with Amiko

We are frequently invited as guest speakers on topics related to payments. Here you will find our latest appearances.

Podcasts

We recently had the pleasure of joining the Swisspreneur podcast, where our co-founders Fatemeh Nikayin and Thomas Müller sat down with host Silvan Krähenbühl to talk about Rivero’s journey, the future of compliance tech, and what it really takes to build trust in one of the world’s most conservative industries: banking. 

🎧 Listen to the full episode here:



In this candid conversation, Fatemeh and Thomas shared insights on how Rivero evolved from a bold idea into a trusted partner for banks across Switzerland and beyond. They discussed the early challenges of building a startup in a tightly regulated environment, and why solving real pain points, like card dispute handling and scheme compliance, requires more than just good software. It takes credibility, consistency, and a deep understanding of how banks actually work.

A key theme of the episode is how Rivero puts people, not just processes, at the center of compliance. Thomas explained how our products, Kajo and Amiko, are designed to empower banking teams by simplifying complexity and eliminating unnecessary friction. Fatemeh added how important it is to listen to customers early and often, especially when you're asking them to rethink how they’ve worked for years.

Rivero’s Swiss roots play an important role in how we think about security and reliability. Fatemeh talked about how Switzerland’s reputation for trust and discretion aligns naturally with the kind of company we’re building, one where compliance is no longer a burden, but a strategic advantage.

💬 “Our goal is to make compliance a driver of innovation, not something that holds it back.” – Fatemeh Nikayin

In this blog post, we recap Rivero’s recent appearance on the Swisspreneur podcast, where co-founders Fatemeh Nikayin and Thomas Müller share their journey of building a startup in Switzerland. Discover how Rivero is reshaping payment network compliance through technology, what it means to earn trust in banking, and why putting people first is key to innovation in the financial sector.

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🎧 Building Trust Through Technology: Rivero on the Swisspreneur Podcast

In a recent episode of SoarPay’s PayPod, Rivero's Co-Founder and Chief Growth Officer, Fatemeh Nikayin, dived into the transformative role of Machine Learning in modernizing payment dispute processes for banks. 

During the conversation, the importance of data sovereignty in SaaS solutions for banks is highlighted. With our solutions 

 designed with privacy and compliance at their core, Fatemeh emphasizes how automation not only streamlines operations but also serves as a pivotal tool in building and maintaining customer trust. 


A key takeaway from the conversation is the nuanced application of AI in regulated industries. Fatemeh advocates for a balanced approach that combines rule-based automation with human oversight, ensuring both efficiency and compliance.

Have a listen below:



Rivero Co-Founder Dr. Fatemeh Nikayin recently joined SoarPay’s PayPod to discuss how AI-powered solutions are transforming payment dispute management, enhancing customer trust, and modernizing banking operations

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🎧 Automating Bank Disputes to Build Trust

News

We’re proud to partner with Swissquote to enhance their customer experience when it comes to dispute management with our all-in-one SaaS dispute management solution 

By leveraging Amiko’s case management as well as intelligent self-service chatbot, Swissquote is streamlining back-office and front-office dispute operations, reducing manual effort, and improving the dispute experience for their customers.

Together, we’re setting a new standard for efficient, automated, and customer-first dispute management in the banking industry.

We’re proud to announce our partnership with Swissquote, aimed at transforming dispute management through Rivero’s all-in-one SaaS platform, Amiko. By leveraging Amiko’s advanced case management features and intelligent self-service chatbot, Swissquote is optimizing both back-office and front-office operations, significantly reducing manual workloads and enhancing the customer experience.

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Rivero Partners with Swissquote to Elevate Dispute Management Using Amiko

Simplifying payment operations for banks — scheme compliance, dispute management, fraud recovery and industry trends.