Grupo Diusframi and Grupo Inmark sign strategic agreement

Grupo Diusframi and Grupo Inmark sign a strategic agreement to distribute our DClaims solution in Latin America.

Both companies team up to boost growth in Latin America
A few days ago, a new alliance has arisen that looks optimistically at Latin America and identifies it as an interesting market for growth. It is the one signed by Grupo Diusframi, with 37 years of history as a provider of services and technological solutions for the means of payment sector, and Grupo Inmark, which for 46 years has been promoting the growth of companies from its consulting and market research divisions, as well as with its commercial outsourcing divisions.

"The objective of the agreement is to boost the growth of both companies in the Latin American market throughthe DClaims solution, which enables the management of disputes and claims in payment processes," says Juan Carlos Díaz Usero, president of Grupo Diusframi. "It is atechnological solution for integral automation in the management of claims in the payment processes, whether they originate in electronic or physical fraud, or simply due to material errors," explains Manuel López Hernández, president of Grupo Inmark, in more detail.

Customers of financial institutions are often dissatisfied with the existing procedure for resolving the return of unrecognized purchases. In general, from the initiation of the claim, whether in person, by web, app or phone, until the customer receives a response, there can be situations of waiting 30 days or more. In some markets it exceeds 90 days of waiting. In many countries, regulators have seen the convenience of defining maximum waiting times that are very difficult to comply with and costly for financial institutions.

The main reason for dissatisfaction is due to the complexity of the processes and the number of players in electronic payment transactions:

  • The cardholder, i.e. the card owner who does not recognize the purchase he/she has been charged for.
  • The card issuer, which is usually a financial institution.
  • The acquirer, which is the processor of the transaction, owner of the terminal (POS, physical or virtual POS) from which the payment is made.
  • The store where the purchase is made.
  • And finally the flag or brand (Visa, Mastercard, American Express, Diners, etc.).

All these players have been involved in the process of the unrecognized purchase and all of them must validate whether the purchase was indeed made by the holder or not, in order to declare the claim admissible or inadmissible. This complex procedure, with so many simultaneous and independent players, makes the investigation process slow and expensive due to the personal and manual intervention of many analysts and technicians.