MidSouth Community Federal Credit Union cuts fraud loss 51% with Casap dispute automation

MidSouth Community Federal Credit Union, a full-service credit union in Macon, Georgia, handled card disputes through a third-party processor, so once a dispute left its hands it disappeared into a black box with no real-time updates, visibility or control. Larger clients took precedence with the processor, which delayed disputes for MidSouth, and manual entry was time-consuming. With so many manual steps, the small team did not have time to investigate every potentially fraudulent claim, and because regulation requires dispute resolution in 90 days the credit union was absorbing losses from fraudulent claims and processing delays.

MidSouth adopted Casap, which offers direct dispute filing rather than relying on a third-party processor, and took its full dispute process in-house without growing its team. Member and transaction details now autofill when staff log in, which eliminated copying errors, and the team sees real-time chargeback status and merchant responses so it reviews cases only when necessary. Casap also gives the team direct access to Visa transaction metadata, such as IP addresses and phone numbers, which helps verify fraud claims and led the team to discover a coordinated fraud scheme involving multiple family members.

Casap's customer story reports that fraud loss was cut in half, a 51% reduction. Cost per dispute dropped 90%+, from $37 to a small fraction of that, and the credit union lowered its chargeback floor by 85%. The card services manager had estimated Casap would pay for itself in the first year and says it is exceeding the team's best expectations.

• Bringing dispute handling in-house gave a small team visibility and control that an outsourced process lacked.
• Autofilled intake and real-time chargeback tracking free staff to concentrate on denying fraudulent claims.
• Direct access to transaction metadata can help teams verify fraud claims and uncover coordinated schemes.