FinTechTalk: Are You Actually Improving? The Benchmark Reality for Dispute Leaders

The metrics and benchmarks in Quavo’s 2026 State of Dispute Management Performance Report
Data focussed financial company Quavo’s report is the deepest dive into the state of dispute management, providing 50-60 metrics, benchmarks, figures and KPIs. Thanks to the nature of the business, Quavo works with a lot of operational and chargeback data from financial institutions – credit unions, fintechs, community and enterprise banks – offering insights regarding what makes good performers stand out.

 

For companies such as Auriemma, a leading provider of benchmarking, figures in Quavo’s report such as the resolution time of disputes, use cases for automation, the size of reasonable losses and chargeback win percentage, can help assess the effectiveness of clients’ chargeback processes. 

 

The figures of the report can also enable a business to decide which metrics are given more attention than they deserve and which must be monitored more closely. To get a clearer picture of overall operational effectiveness, chargeback win rates must be interrogated for quality not just quantity – if the company submits only when it sees a sure win, it may miss a lot of other opportunities. Conversely, by identifying any additional chargeback rights, institutions can improve the financial outcome considerably. 

 

The low-hanging fruits of automation

Different financial institutions may focus on different aspects: a member-centric credit union tends to focus on resolutions first, and therefore, resolve cases quicker than an enterprise bank would. Variability between the average and top performers is high. For closing a claim, for example, the average is forty days, while the most agile firms can deliver in twelve days. The potential for improvement is huge for every institution once they’ve got the numbers ready and know what to aim for. With the right technology, companies can even double the number of resolutions.

 

The most useful technology to deploy is for the automation of chargeback processes and leveraging APIs. By automating chargeback right determinations – the deployment with the best RoI – financial institutions can remove an enormous operation burden too and representments is another area with great potential for optimisation. Automation can significantly change the balance between how much it costs to recover an amount and the amount itself. However, automation is just part of the optimisation story.

 

Net impact on disputes is also an important factor to watch, as well as how many more cases can be pursued at an ever decreasing cost. A lot of the organisations don’t have these data to hand and while tools are improving fast, the ones most widely used can’t bring best-of-class results. If looking for advice on tools, or failing to hit benchmarks despite having the greatest tools, ask for the help of external experts. 

 

The panel’s advice 

• If it’s repeatable and the values are similar, automate the process. Everything between initial and final investigation can be automated.
• You must be very agile in how you implement your fraud strategy.
• What combats first-party fraud best is friction. If you install 3DS, make sure it has an OTP capability right from the start.
• Wherever you get automation at the front end, it should be balanced out by automation at the back end with the two integrated into a unified system.
• The 2026 State of Dispute Management Performance Report will be downloadable on 2 June.