Methods and systems for improving payment card acceptance quality

Abstract

A system and method for resolving an acceptance issue on a payment network are provided. The method includes receiving a notification message of an acceptance issue. The acceptance issue relates to an attempt by a cardholder to complete a transaction using a payment card over the payment network that is rejected. The method also includes classifying, by a computer device, the acceptance issue based on at least one of the notification message and results data of a first investigation, determining a remediation of the acceptance issue based on the classification and/or results data of a second investigation, and tracking, by the computer device, the acceptance issue, the classification, and the remediation using a single database. The method further includes implementing the determined remediation, and determining, by the computer device, at least one of a financial impact and a customer quality impact of the acceptance issue.

What is claimed is: 
     
         1 . A computer-implemented method for resolving an acceptance issue occurring on a payment network, the method comprising:
 receiving a notification message of an acceptance issue, the acceptance issue relating to an attempt by a cardholder to complete a transaction using a payment card over the payment network that is rejected;   classifying, by one or more processors, the acceptance issue based on at least one of the notification message and results data of a first investigation;   determining a remediation of the acceptance issue based at least partially on the classification;   tracking, by the one or more processors, the acceptance issue, the classification, and the remediation using a central memory device;   implementing the determined remediation; and   determining, by the one or more processors, at least one of a financial impact and a customer quality impact of the acceptance issue.   
     
     
         2 . The method of  claim 1 , wherein receiving a notification message of an acceptance issue comprises receiving the notification message from at least one of the cardholder, an issuer, an acquirer, a merchant, and the payment network. 
     
     
         3 . The method of  claim 1 , wherein classifying the acceptance issue comprises classifying the acceptance issue based on physical issues and/or processing issues. 
     
     
         4 . The method of  claim 1 , wherein the payment network is part of a four-party model including an issuer, an acquirer, a merchant, and the payment network and wherein classifying the acceptance issue comprises classifying the acceptance issue is based on a determination of which of the four parties is a source of the acceptance issue. 
     
     
         5 . The method of  claim 1 , further comprising prioritizing the remediation based on the at least one of the financial impact and the customer quality impact of the acceptance issue. 
     
     
         6 . The method of  claim 1 , wherein determining the financial impact of the acceptance issue comprises determining a financial value added to the payment network as a result of remediating the acceptance issue. 
     
     
         7 . The method of  claim 1 , wherein determining the customer quality impact of the acceptance issue comprises determining at least one of a number of transactions and a number of payment card cardholders that are impacted by the acceptance issue. 
     
     
         8 . A customer quality acceptance (CQA) computing device for use in managing acceptances issues in a payment network, the CQA computing device comprising one or more memory devices and one or more processors coupled to the one or more memory devices, the processor configured to:
 receive a notification message of an acceptance issue, the acceptance issue relating to an attempt by a cardholder to complete a transaction using a payment card over the payment network that is rejected;   classify the acceptance issue based on at least one of the notification message and results data of a first investigation;   receive a remediation plan for the acceptance issue based on the classification and/or results data of a second investigation;   track the acceptance issue, the classification, and the remediation using a single database;   track an implementation of the determined remediation; and   determine at least one of a financial impact and a customer quality impact of the acceptance issue.   
     
     
         9 . The computing device of  claim 8 , wherein the one or more processors are further configured to receive the notification message from at least one of the cardholder, an issuer, an acquirer, a merchant, and the payment network. 
     
     
         10 . The computing device of  claim 8 , wherein the one or more processors are further configured to classify the acceptance issue based on at least one of physical issues and processing issues. 
     
     
         11 . The computing device of  claim 8 , wherein the payment network is part of a four-party model and wherein the one or more processors are further configured to classify the acceptance issue is based on a determination of which of the four parties is a source of the acceptance issue. 
     
     
         12 . The computing device of  claim 8 , wherein the one or more processors are further configured to prioritize the remediation based on the at least one of the financial impact and the customer quality impact of the acceptance issue. 
     
     
         13 . The computing device of  claim 8 , wherein the one or more processors are further configured to determine a financial value added to the payment network as a result of remediating the acceptance issue. 
     
     
         14 . The computing device of  claim 8 , wherein the one or more processors are further configured to determine at least one of a number of transactions and a number of payment card cardholders that are impacted by the acceptance issue. 
     
     
         15 . A computer readable medium having computer-executable instructions for managing acceptances issues in a payment network embodied thereon, wherein, when executed by at least one processor, the computer-executable instructions cause the at least one processor to:
 receive a notification message of an acceptance issue, the acceptance issue relating to an attempt by the cardholder to complete a transaction using a payment card over the payment network that is rejected;   classify the acceptance issue based on at least one of the notification message and results data of a first investigation;   determine a remediation of the acceptance issue based on the classification and/or results data of a second investigation;   track the acceptance issue, the classification, and the remediation using a central memory device;   receive an progress indication for implementing the determined remediation; and   determine at least one of a financial impact and a customer quality impact of the acceptance issue.   
     
     
         16 . The computer readable medium of  claim 15 , wherein the computer-executable instructions further cause the at least one processor to receive the notification message from at least one of the cardholder, an issuer, an acquirer, a merchant, and the payment network. 
     
     
         17 . The computing device of  claim 15 , wherein the computer-executable instructions further cause the at least one processor to classify the acceptance issue based on physical issues and/or processing issues. 
     
     
         18 . The computing device of  claim 15 , wherein the payment network is part of a four-party model and wherein the computer-executable instructions further cause the at least one processor to classify the acceptance issue based on a determination of which of the four parties is a source of the acceptance issue. 
     
     
         19 . The computing device of  claim 15 , wherein the computer-executable instructions further cause the at least one processor to prioritize the remediation based on the at least one of the financial impact and the customer quality impact of the acceptance issue. 
     
     
         20 . The computing device of  claim 15 , wherein the computer-executable instructions further cause the at least one processor to determine a financial value added to the payment network as a result of remediating the acceptance issue.