What is Ethoca Consumer Clarity?
Consumer Clarity by Ethoca is a dispute resolution platform now owned by Mastercard. The resolution tool, formerly known as Eliminator, performs many of the same tasks as Verifi Order Insight. However, it applies only to Mastercard transactions.
How Does Ethoca Consumer Clarity Work?
Consumer Clarity provides access to detailed merchant transaction information in real-time, with the intent to resolve disputes and prevent them from escalating into chargebacks.
The platform helps to resolve disputes beginning with a transaction inquiry. That is where a bank sends a request for more information about the transaction in question. This request gets routed to the merchant’s system, where the necessary transaction information can be quickly relayed back to the bank.
That additional information may resolve the cardholder’s questions. If not, it can still allow merchants time to refund a purchase before a chargeback is filed.
What to Do After Submitting a Response?
The work isn’t done after a response is submitted. Merchants should consider the dispute an opportunity to improve their practices. When submitting a refund in response to a customer inquiry, one should:
- Refund the transaction immediately
- Cancel order fulfillment (if not already shipped)
- Cancel any recurring billing for that cardholder
- If friendly fraud is suspected, flag the customer and add to a blacklist
When submitting transaction information to try and resolve the buyer’s questions, take the following steps:
- Keep a tally of all resolutions
- Ensure all pending issues related to the transaction have been finalized
- Prepare a response if more information is required
How to Enroll in Consumer Clarity
Ethoca Consumer Clarity is only available with Mastercard. Merchants can sign up for Consumer Clarity on Mastercard’s website, either through a payment processor or merchant service provider.
Merchants who choose the latter option have seen success with third-party facilitators. These dedicated third parties provide concentrated, data-centric solutions to dispute management. They allow for:
- More revenue recovered
- Reduced costs
- Increased net income
- Better resource allocation
- Long-term chargeback reduction
Last Update: October 6, 2022
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