Mastercard and Salesforce announce new integration to transform transaction disputes

May 16, 2024 | New York, NY

As consumers seek easier and safer shopping experiences, Mastercard (NYSE: MA) and Salesforce (NYSE: CRM) today announced a new integration to enhance trust across the ecosystem, helping customers speed up the resolution of transaction disputes, and reduce costs associated with resolving them.

Disputes and chargebacks, where a consumer notices a transaction they don’t recognise and requests a chargeback from their bank, represent a significant challenge to the entire payments industry. Projections suggest that by 2026 there could be 337 million chargebacks annually, an increase of 42% from 2023 levels1

The integration will streamline the way issuers, like banks and other financial institutions, view and manage transaction data, such as disputes and decisions. It will enable a quicker, more efficient and transparent response to dispute inquiries.

The partnership will integrate Salesforce’s Financial Services Cloud (FSC) with Mastercard's dispute resolution services, providing a powerful one-stop-shop for intake, managing disputes, reporting and preventing chargebacks.

Mastercard’s services include Ethoca Alerts, which provides near real-time notifications when a financial institution raises a chargeback and Ethoca Consumer Clarity, enabling the provision of rich merchant and purchase insights to issuer back-office teams.

The data from these services is now being fed into FSC so that every bank agent and team member working on a dispute has more visibility from start to finish and delivers the best customer experience.  

FSC is powered by the Einstein 1 Platform, which unifies customer relationship management (CRM), AI, merchant and consumer data, development and security capabilities into a single, comprehensive platform.

Johan Gerber, Executive Vice President, Security and Cyber Innovation at Mastercard said: “Technology is helping to speed up and improve the checkout experience, especially when shopping online. However, every disputed transaction can create stress for the consumer as well as resource pressures and increased costs for merchants and financial institutions. Through this partnership, we are adding to the tools that make it easier and faster for banks and merchants to resolve disputes, further enhancing trust in the ways they choose to pay.”

Eran Agrios, Senior Vice President and General Manager for Financial Services at Salesforce said: “Our partnership with Mastercard is a testament to our shared vision of using trusted data and innovative technology to streamline processes and deliver great customer experiences through the Einstein 1 Platform. Together with the Mastercard team, we're reimagining the entire transaction dispute process, bringing together the power of Salesforce's CRM, data, and AI with Mastercard's dispute resolution, to deliver an end-to-end solution that will benefit both our joint customers."


The integration is available today for Salesforce FSC customers. More information about the Transactions Dispute Management offering is available on Salesforce's website. Information on Mastercard’s Ethoca solutions is available on

Ethoca. Chargeback trends and outlook. 2023.

Media Contacts

Ian Morris, Mastercard
Julianna Young, Salesforce

About Salesforce (NYSE: CRM)

Salesforce is the #1 AI CRM, empowering companies to connect with their customers in a whole new way through the power of CRM + AI + Data + Trust on one unified platform: Einstein 1. For more information visit:

Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase Salesforce applications should make their purchase decisions based upon features that are currently available. Salesforce has headquarters in San Francisco, with offices in Europe and Asia, and trades on the New York Stock Exchange under the ticker symbol "CRM." For more information please visit, or call 1-800-NO-SOFTWARE.

About Mastercard (NYSE: MA)

Mastercard is a global technology company in the payments industry. Our mission is to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.