The Customer
MidSouth Community Federal Credit Union is a full-service credit union headquartered in Macon, Georgia.
John Mays, Card Services Manager, leads the team responsible for card-related activities, from day-to-day settlements to plastic fraud and disputes.
The Challenge
"The biggest frustration before Casap was that once a dispute left our hands, it disappeared into a black hole. We had no visibility, no real-time updates, and no control."
The current manual dispute process was inefficient and frustrating for both members and the internal team. John needed a way to free up time for his overworked team, while improving member experience. Initially, he was searching for a way to automate dispute filing with their third-party processor.
Key issues:
- Time-consuming manual entry: The team had to manually enter details for each dispute, increasing workload and error rates. For example, since there was no standardized fraud categorization, cases were often misfiled.
- Lack of visibility and control: Outsourcing their dispute process to a third-party processor meant disputes disappeared into a black box with no real-time updates. If a member called asking for an update, all the team could say was, ‘We don’t know, we’re waiting to hear back.'
- Delays: Larger clients took precedence with their third-party processor, leading to delays for MidSouth and other credit unions.
- Financial losses: All of this was costing the credit union money. So many manual steps meant that the team didn’t have time to investigate every claim that was potentially fraudulent. Regulation requires dispute resolution in 90 days – so the credit union was absorbing financial losses due to fraudulent claims and processing delays.
John ideally wanted to bring disputes in-house, but with a small team, he didn’t think it was possible.
The Selection
When John began his search, he was just trying to automate dispute submissions. But when he discovered Casap, it changed how he thought about the problem and what was possible.
Most solutions on the market automated dispute submissions, but still relied on a third-party processor. But Casap offered direct dispute filing.
"Our intake agents love Casap—it saves them time and lets them focus on members," said John.
Why Casap?
- More control - MidSouth could handle disputes directly and own the member experience.
- Substantial cost savings - Casap enabled MidSouth to eliminate their processor fees.
- Intelligent automation - John’s small team could focus their time on high-touch, high-impact work, like denying fraudulent cases.
The Solution
"Before we made the switch, I ran an ROI analysis, and I estimated that Casap would pay for itself in the first year. Now, it’s exceeding even our best expectations."
Streamlined intake process
When John implemented Casap’s solution, he was able to take their full dispute process in-house – without growing his team. Now the team can truly own the member experience, while spending more time on high-touch, high-impact work.
Automation means saved time and fewer errors
Now John’s team doesn’t waste any time on manual entry—member and transaction details autofill when they log into Casap. This has eliminated copying errors, making intake faster and more accurate.
Improved member experience
The quality of member interactions has also improved, since agents now spend more time engaging with members instead of focusing on data entry. With one click, agents can provide a provisional credit. Instead of lagging mailed letters, members receive automatic email notifications as there are updates on their dispute.
Real-time chargeback tracking
Now the team can see real-time chargeback status and merchant responses. They only review cases when necessary, instead of having to individually check on each dispute daily.
New opportunities to investigate fraud
Casap gives the team direct access to Visa transaction metadata, like IP addresses and phone numbers, which helps them verify fraud claims. For example, the team discovered a coordinated fraud scheme involving multiple family members using Casap’s tools.
John and his team are also excited about what the future holds with Casap.
“Casap is a true partner in the innovative spirit of the credit union. Through Casap, I’ve connected with so many other credit unions and been able to learn how they’re managing disputes. Credit unions should be innovators, and Casap helps us do that."
The Results
- Positive ROI→ Casap paid for itself within months
- Fraud loss cut in half → 51% reduction
- Cost per dispute dropped 90%+ → From $37 to a small fraction of that
- Lowered chargeback floor → Lowered chargeback floor by 85%
