Each credit card complaint triggers a manual investigation chain
Today
Operations team
Complaint logged manually across email, portal and telephony
Transaction and billing history pulled from card system
Credit agreement retrieved separately for applicable terms
CRM queried separately for prior contact and complaints
Determination inconsistent, chargeback filed manually
Complex cases identified only after full file review
With Noxus
Co-worker
Every channel feeds a single governed complaint workflow
Transaction record and billing history retrieved automatically
Credit agreement retrieved and held in case context
CRM history retrieved in the same data pass
DISP and card scheme rules applied, chargeback executed
Complex cases file-ready before the handler queue opens
How Noxus Works
Three layers powering credit card complaint handling end-to-end
Noxus connects to your card management system, core banking, CRM and complaints register, and runs every step from intake to chargeback execution.
01
Complaint Intelligence
Receives complaints from any channel, identifies the complaint type and transaction, and matches to the card account record.
INGEST
→
CLASSIFY
→
MATCH
02
Autonomous Execution
Retrieves transaction record, credit agreement and CRM history, applies DISP and card scheme criteria, executes chargebacks or credits.
RETRIEVE
→
EXECUTE
→
WRITE-BACK
03
Governance & Audit
Every step from receipt to chargeback is logged in full. DISP rules applied, criteria evaluated, audit trail at case level.
LOG
→
REPLAY
→
REVIEW
Capabilities
What happens across each layer of the credit card complaint handling workflow
Whether the customer flags an unrecognised charge or describes a billing dispute without a transaction reference, the complaint type is identified and the transaction retrieved.
Card management system queried for transaction record and billing history; credit agreement retrieved; CRM pulled for prior complaints; DISP and card scheme criteria applied; chargeback executed where warranted.
Every step logged and replayable. DISP rules and card scheme criteria evaluated, chargeback reason code and timestamp recorded. Consumer Duty fields populated automatically for FCA review and FOS preparation.
agentic operations
Acknowledging a credit card complaint isn't resolving it
Resolving means retrieving the transaction record, pulling the credit agreement, applying DISP rules and card scheme criteria, executing the chargeback, and writing back to every system.
Retrieves the file, applies the rules, executes the outcome.
Built for Every Team
Built around the credit card complaint handling procedure
Customer Operations
Transaction disputes and billing complaints resolved end-to-end for in-policy cases. Handlers focus on high-value disputes and contested chargebacks.
Compliance & Regulatory
Meet DISP and Consumer Duty with a complete, replayable audit trail on every case. Chargeback reason code and timestamp recorded for FCA and FOS preparation.
IT & Architecture
Deploy complaint management system software on your existing card and CRM stack. No API prerequisites, no middleware. Connects to legacy card platforms natively.
Measured results
Numbers that move the business.
Measured outcomes from credit card complaint handling deployments on existing banking stacks.
What Customers Say
Trusted by teams running the operations
Frequently Asked
Questions about credit card complaint handling
How quickly can credit card complaint handling software be live?
6-8 weeks from contract to production on live card management and CRM data. System connectivity and workflow configuration against your DISP handling rules and card scheme chargeback criteria occupy the first phase, followed by parallel testing on live complaint volume before handover. No large IT project is required from your team.
What systems does Noxus complaint management solution connect to?
Your card management platform for transaction records, billing history and chargeback execution; your core banking system for account relationship and payment history; your CRM for contact history and prior complaint records; and your complaints management system for case registration and write-back. Specific connectors confirmed during scoping.
What happens when the complaint cannot be matched to a specific transaction?
All charges of the plausible merchant category and amount range across the relevant billing period are retrieved and the validation step runs across each candidate. Where no match can be made with sufficient confidence, the case routes to a handler with all candidate transactions already retrieved and presented in context.
Can it handle different complaint handling procedure rules across product types?
Yes. DISP handling rules, chargeback eligibility criteria and response templates are configured independently for each product type, standard, rewards, balance transfer, business cards, and applied based on the card type retrieved from the account record.
Does Noxus make any decisions in the regulated part of the complaint handling procedure?
No. Determination follows from the firm's encoded DISP rules and the applicable card scheme chargeback criteria, both applied deterministically to the retrieved case evidence. The AI layer handles input parsing and data retrieval. The rules layer governs every determination and execution action.
How is the software priced?
Monthly platform licence with included complaint volume. No per-case, per-chargeback or per-transaction pricing. The first engagement includes deployment engineering for connectivity across your card management and CRM systems; subsequent complaint types on the same infrastructure run primarily on the platform licence.
Why do card issuers need dedicated complaint management system software for credit cards?
Credit card complaint handling combines FCA DISP obligations with card scheme chargeback rules, two distinct rule sets applied against transaction data in legacy card management systems not designed for modern API integration. Generic complaint handling software handles conversation and routing; it was not built to retrieve transaction ledger data, evaluate chargeback eligibility, or execute chargebacks directly into the card platform.
How does Noxus compare to other complaint handling software for credit cards?
Helpdesk and CRM platforms route credit card complaints and generate acknowledgements. They do not retrieve transaction records from legacy card management systems, apply card scheme chargeback criteria alongside DISP rules, execute chargebacks directly, or write governed outcomes back to the card management platform with Consumer Duty reporting fields populated. Noxus executes the full credit card complaint handling chain on the systems already running in the bank's environment.
Automate credit card complaint handling end-to-end?
Live in 6-8 weeks. No API prerequisites. No migration project.
