Automated Payment Card Complaint Processing via Database Screening

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Solution Overview

Problem

Current methods for handling payment card complaints under international risk control mechanisms are inefficient due to the need for multiple manual communications, leading to prolonged complaint resolution times and low efficiency.

Innovation Solution

A method and device that automatically query a transaction database using user information to identify and generate complaint voucher information for the target payment card, enabling automated complaint task creation, thereby reducing manual intervention and improving efficiency.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Measurement precision

If manual communication methods are used to acquire the target payment card from high-risk cards, then the card information can be obtained, but the complaint handling time is prolonged and efficiency is reduced

Engineering Contradiction:

Improveaccuracy of target payment card identificationVSAvoidcomplaint handling time

Core Design Contradiction:

Measurement precisionVSLoss of time

Solution Approach 1:

The system automatically queries the transaction database and screens high-risk cards using predefined criteria without requiring manual user input. The user simply initiates a complaint request, and the system self-service completes the card identification process by automatically matching transaction records with risk control data, eliminating the need for back-and-forth communication to obtain card information.

Inventive Principle:

Principle #25Self-service

Solution Approach 2:

The system pre-identifies and flags high-risk cards in advance by querying the transaction database and applying risk control criteria before the complaint process begins. This preliminary screening of cards allows the system to present only relevant high-risk cards to the user, rather than requiring manual communication to identify which card to complain about.

Inventive Principle:

Principle #10Preliminary action

2Reliability

If manual communication is used to urge users to submit the target payment card, then the correct card can be identified, but the complaint handling efficiency is low

Engineering Contradiction:

Improveaccuracy of complaint target identificationVSAvoidcomplaint handling efficiency

Core Design Contradiction:

ReliabilityVSProductivity

Solution Approach 1:

The manual communication process is replaced with an automated information processing system. The system uses database queries and algorithmic screening to automatically identify high-risk cards based on transaction data, replacing the mechanical process of manual communication and card verification with an automated digital system that maintains accuracy while dramatically improving efficiency.

Inventive Principle:

Principle #28Mechanics substitution (Replace mechanical system)

Solution Approach 2:

The transaction database serves as an intermediary between the user's complaint request and the risk control system. Instead of direct manual communication between support staff and users, the database automatically provides the necessary card information by matching user identifiers with transaction records, acting as a mediator that delivers accurate card identification without human intervention.

Inventive Principle:

Principle #24Intermediary (Mediator)

3Productivity

If the system queries the transaction database automatically to identify target payment cards, then the complaint handling time is shortened and efficiency is improved, but the system complexity increases

Engineering Contradiction:

Improvecomplaint handling efficiencyVSAvoidsystem complexity

Core Design Contradiction:

ProductivityVSDevice complexity

Solution Approach 1:

The transaction database serves multiple functions: it stores transaction records, identifies high-risk cards through risk control criteria, and provides card information for complaint processing. By making the database multi-functional, the system avoids adding separate dedicated systems for each function, thereby improving efficiency without proportionally increasing complexity.

Inventive Principle:

Principle #6Universality (Multi-functionality)

Solution Approach 2:

The system merges the card identification function with the existing transaction database and risk control mechanisms. Instead of creating a separate automated card identification system, the patent combines multiple existing functions (transaction storage, risk assessment, and card verification) into a unified automated process, reducing overall system complexity while improving complaint handling efficiency.

Inventive Principle:

Principle #5Merging (Combining)

Data Source

PatentUS10963888B2Payment complaint method, device, server and readable storage medium

Publication Date: 2021.03.30 ADVANCED NEW TECHNOLOGIES CO LTD

AI summary

A method for processing payment complaint includes receiving, from a user terminal, a complaint query request of a user; querying, in response to the complaint query request, a transaction database according to user information of the user to acquire at least one target payment card corresponding to the payment complaint of the user; generating, according to the user information and the at least one target payment card, complaint voucher information of the user and returning to the user terminal the complaint voucher information; receiving a complaint creation request from the user terminal, wherein the complaint creation request is created by the user terminal based on the complaint voucher information; and creating, in response to the complaint creation request, a corresponding complaint task of the user.