FAQ
Here are the most common questions about Kajo and Amiko, Rivero's payment operations' solutions
1. About Amiko
What is Amiko?
Amiko is a fully digital SaaS solution developed by Rivero to reinvent fraud recovery and dispute management for issuing banks, BaaS providers, and fintech companies. It provides an all-in-one platform to simplify the entire dispute process, from initial cardholder communication to handling complex arbitrations.
Who is Amiko designed for?
Amiko is specifically designed for licensed banks issuing cards, Banking-as-a-Service (BaaS) providers, and fintech companies that manage cardholder fraud and disputes.
What are the key benefits of using Amiko?
Key benefits include significant efficiency gains, better cardholder experience through a self-service chatbot, reduced complexity in handling disputes, improved collaboration with merchants, simplified fraud reporting, centralised data reports, and better overall document management.
2. Fraud recovery features
How can Amiko help with fraud recovery?
Amiko offers a comprehensive suite of features for fraud recovery, including case handling, a bi-directional self-service chatbot to address potential fraud inquiries, and integration with fraud reporting systems like Mastercard Fraud & Loss Database and Visa Fraud Reporting System.
Does Amiko help in managing friendly fraud?
Yes, Amiko integrates with merchant collaboration networks like Ethoca and Verifi, facilitating transaction data enrichment and retrieval of digital receipts. This helps manage friendly fraud and family fraud scenarios effectively.
How does Amiko handle fraud reporting to card networks?
Amiko directly integrates with both the Mastercard Fraud & Loss Database and the Visa Fraud Reporting System, allowing for both manual and automated fraud reporting, potentially replacing existing tools or outsourcing services.
3. Dispute management features
How does Amiko streamline the dispute management process?
Amiko digitises the entire dispute process, from cardholder communication and merchant collaboration to handling Mastercom and VROL disputes and compliance case filings. This eliminates the need for multiple tools and unlocks significant process automation.
Which dispute lifecycles are supported by Amiko?
Amiko fully supports all dispute lifecycles that are available on Visa & MC: Chargebacks, 2nd presentments, incoming and outgoing case filings (pre-arbitration, arbitration, pre-compliance, compliance). All related features like partial submissions, withdrawals, resubmissions, rebuttals and fee collections are supported directly on Amiko, so there is no need to revert to the scheme's online portals for any parts of the dispute lifecycle. Amiko also allows you to take all dispute actions in bulk, making it easy to handle cases that contain a large number of transactions.
What is the role of the self-service chatbot in Amiko's dispute management?
Amiko includes a virtual fraud and dispute agent with expert-curated chatbot skills. This chatbot collects all the necessary data points for submitting a chargeback immediately without additional information collection, all within the cardholder's app or portal, enhancing cardholder protection without increasing operational burdens.
Can Amiko integrate with Ethoca and Verifi for dispute resolution?
Yes, Amiko seamlessly integrates with Ethoca and Verifi, allowing users to leverage these merchant collaboration networks for transaction data enrichment and digital receipt retrieval, aiding in dispute resolution.
How does Amiko handle documentation related to disputes?
Amiko features an intelligent document handling system that provides a central repository for organising all types of cardholder, issuer, and acquirer documentation. It can even automatically detect the type of acquirer documents and highlight important tags like "Compelling Evidence".
4. Integration and security
Does Amiko integrate with our existing banking systems?
Amiko directly integrates with Mastercard and Visa networks and is fully certified by both schemes. No integration with your processing system is needed, making it a hassle-free solution to implement.
How secure is Amiko?
Amiko is built with banking security and data privacy as core principles. Sensitive cardholder or card data is not exposed to Rivero, ensuring a high level of security.
Is Amiko a cloud-based solution?
Yes, Amiko is a fully managed SaaS solution, which means it is constantly updated with new features and compliance releases without any additional costs.
5. Getting started
How can we get started with Amiko?
To learn more about Amiko and how it can benefit your organisation, you can visit the Amiko page or contact our team directly for a personalised demo and discussion of your specific needs.
1. About Kajo
What is Kajo?
Kajo is Rivero’s payment network compliance solution. Designed as centralised knowledge hub, it helps simplify the scheme compliance process for card issuers and acquirers. It brings clarity, transparency and helps teams stay compliant with Mastercard, Visa, Amex, UnionPay, JCB and Bancontact rules with less manual work.
Who uses Kajo?
Kajo is designed for all entities involved in the payment ecosystem, including issuing banks, acquirers and service providers who need to manage compliance with payment network rules and regulations. It supports teams across the organisation, including scheme compliance managers, operations, finance, payment processing, legal, and risk teams, as well as product and marketing managers. It serves as a central knowledge hub, providing every employee with clear and consistent access to critical information.
What are the main benefits of using Kajo?
The primary benefits include easy access to all relevant payment network publications, expert guidance from Rivero's scheme compliance experts, automated compliance lifecycle management, reduced risk of non-compliance, and significant time savings through powerful search and filtering capabilities.
2. Supported schemes
Which payment schemes and regions does Kajo support?
Kajo is scheme-agnostic as it provides an overview of all relevant publications and supports compliance management for major payment schemes, including Mastercard, Visa, Amex, UnionPay, JCB, and Bancontact globally. We also handle region-specific effective dates and requirements.
3. Features & benefits
How does Kajo help manage updates from Visa and Mastercard?
Kajo automatically aggregates all publications from payment schemes like Visa and Mastercard, filters them to show only the relevant ones for your organisation, and provides expert summaries and clarifications to ensure easy understanding.
Can Kajo help with tracking our organisation's compliance status?
Yes, Kajo offers a comprehensive dashboard that provides an overview of the current and future compliance status across your organisation, allowing you to track ongoing activities and deadlines at a glance.
How does Kajo facilitate collaboration on compliance tasks?
Kajo includes a WhatsApp-style comment feature that enables seamless collaboration on bulletins and tasks among internal and external stakeholders, ensuring everyone stays aligned on compliance topics.
Does Kajo help in mitigating the risk of non-compliance?
Yes, Kajo provides an overview of your compliance status and sends personalised email notifications for important rule changes, approaching deadlines, and potential non-compliance issues, helping you avoid unwanted surprises and penalties.
How does Kajo improve payment network compliance processes?
Kajo automatically filters bulletins, assigns tasks to the right stakeholders, sends notifications, and provides dashboards for tracking progress and risks. Beyond these automations, Kajo acts as a centralised knowledge hub by bringing clarity and spreading payment network knowledge across teams, which ensures all relevant stakeholders have access to the critical information they need to collaborate stay compliant.
How does Kajo help with cost-saving?
By automating manual payment network compliance workflows, Kajo reduces operational costs, mitigates fines, and helps you avoid hidden fees (e.g., missed opt-out deadlines). It also minimises knowledge silos by centralising information, helping teams make faster, more informed decisions and reducing the overhead of repetitive inquiries or miscommunications.
Can I customise Kajo to fit my organisation?
Yes. During onboarding, we tailor your Kajo environment to your licenses, products, markets, and internal team structures.
I would like to understand the ROI of using Kajo
Great. We provide a calculator to estimate efficiency gains and cost avoidance based on your team size, payment network schemes, and compliance load.
4. Security & integrations
How is my data protected in Kajo?
Kajo is designed with bank-level security and is free from any client-identifying data, providing a high level of security. Each customer has a dedicated tenant hosted in the Google Cloud cluster.
Is Kajo compliant with security standards?
Yes. Kajo follows industry best practices for data encryption, access management, and tenant segregation.
Does Kajo integrate with other systems?
Yes, Kajo integrates with ServiceNow and Jira Cloud for seamless task management across platforms, allowing you to extend task management capabilities to teams that may not have/want direct access to Kajo.
Does Kajo support Single Sign-On (SSO)?
Yes, Kajo supports Azure Active Directory (Entra ID) SSO.
5. Pricing, updates & support
How is Kajo priced?
Kajo is priced as an annual SaaS fee based on the scope of your compliance, including the payment networks you have a license with and the geographical regions in which you operate. Pricing includes unlimited user access.
How often is Kajo updated?
We regularly release feature improvements and product updates. Bulletins from Mastercard, Visa, and other schemes are added within 3–5 days of publication.
How can I get support?
You have access to a dedicated Customer Success Manager and our support team.
6. Getting started
How long does onboarding take?
Typically, onboarding takes 1–2 weeks, depending on the complexity of your organisation. It involves workshops to set up your compliance framework.
Is training provided?
Yes! Rivero offers training sessions for users, scheme compliance managers, and ongoing support after launch.
Can third-party providers use Kajo?
Yes, you can onboard your service providers into Kajo with restricted access.
Can I try Kajo before buying?
We’re happy to offer demos and personalised walkthroughs. Contact us to schedule a session! [CTA demo link]