The Online Resources Business Card Merchant Inquiry product provides profiles of recognizable merchant
names, logos, business descriptions, customer service contact information,
and customer service policies to help resolve many cardmember transaction
issues. Often a cardmember does not recognize the merchant or transaction
presented on their monthly statement. The Merchant Inquiry product employs
a patent-pending process to associate the merchant data presented on the
statement with additional merchant information not available in the credit
card billing process. By providing clearer and more relevant information,
you can increase the likelihood that the cardmember will recall the merchant
and the transaction, the inquiry resolution effort will be greatly reduced,
and no disputes processing paperwork or chargebacks will be required.
In other cases, the cardmember may still have unresolved issues with the
merchant, and by providing customer service contact information, you can
facilitate the direct engagement of the cardmember and merchant to resolve
the problem.
The Merchant Database
Online Resources matches comprehensive merchant information to
the many merchant descriptors that appear on a cardholder’s monthly
statement. The merchant database is designed to accommodate both large
merchants, with a corporate entity having multiple retail businesses operating
many points of sale at multiple locations, and small merchants with a
single retail location and point of sale. Each merchant has a single Merchant
Profile, and all merchant descriptors relating to that merchant map directly
to that profile.
For many of the individual merchant descriptors, the database provides
a Full Merchant Profile. The profile information is obtained directly
from the merchant, or their acquirer, and is verified and maintained on
an ongoing basis by Online Resource’s Merchant Research Group. In
addition to mapping Merchant Profiles to potentially thousands of associated
merchant descriptors, we also organize the descriptors associated with
a specific merchant by geographic location. This allows the Merchant Inquiry
product – in cases where the customer service number varies by location
– to always provide the appropriate information. If a merchant's
descriptor typically includes useful identifying information such as a
delivery tracking number, or a reservation or order number, we capture
that data and display it with its proper label in the Full Merchant Profile.
Access Methods
The merchant database can be accessed by your Contact Agents so that they
can more effectively and efficiently handle transaction inquiry calls
for all callers, not just those enrolled in your self-service web channel.
Agent access can be either tightly integrated within their existing customer
service support application or made available in a browser window on their
desktop. The information in the merchant profile can be verbally communicated
to the cardmember, and a copy of the full profile can be easily mailed,
emailed or faxed as well. If your policy is to have a specialized disputes
group communicate back to cardmembers, the Full Merchant Profile can be
made available to them.
You can also provide cardmembers with self-service access to the merchant
database through the Online Resources Consumer Card Account, Statement, and Transaction
Inquiry product, or by integrating access to the merchant database through
your existing cardmember website. With merchant descriptions and contact
information only one-click away from cardmembers' statement detail, you
can proactively decrease the volume of calls related to a merchant or
a transaction not being recognized.
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