Case study · PSP · FCA-regulated · 2025
Flowlix
FCA-regulated PSP goes AI-native, dispute win-rate up 19 points.
A 240-person UK PSP embedded AI across merchant KYB, chargeback representment, fraud overlay, and reconciliation — with the disputes, risk, and finance leads in the design room from week one.
At a glance
- 240Headcount
- 4 weeksEngagement
- 9Pioneers
- 5Workflows
- 3Acquirers
The brief
AI rollout where every irreversible action is gated by a human.
Cohort
- C-level (CEO, COO)2
- Heads of Department5
- AI pioneers9
Drawn from Disputes, Merchant Onboarding, Risk, Finance, and PCI Compliance — every output reviewed against scheme rules and acquirer obligations before it shipped.
What the pioneers shipped
Five workflows tuned for scheme rules and acquirer obligations.
Merchant KYB & onboarding
Pulls registries, screens UBOs, and drafts the acquirer pack. Compliance officer signs off before any merchant goes live.
Chargeback representment
Drafts evidence packs per case with cited transaction context, scores win-probability. Disputes team reviews and submits.
Per-merchant fraud overlay
Real-time scoring tuned per-merchant — catches abnormal volume, BIN stuffing, and friendly fraud before it becomes a chargeback.
Reconciliation workspace
Reconciles acquirer files, refunds, and FX. Finance reviews the exception queue, not every line.
PCI evidence pack
Quarterly evidence assembled — scope diagrams, AOC drafts, change logs — ready for QSA review without ten Slack threads.
“Speed without trading away the answer to a scheme audit.”
Impact · Year one
Outcomes leadership signed off on.
Representment time
−87%
From 3 days to under 4 hours per case.
Win-rate lift
+19pt
Across the engagement's first quarter post-launch.
Business satisfaction
9.2 / 10
Post-engagement leadership review.
Why it didn't go off the rails
PSP discipline. Scheme-rule compliance.
No autonomous money movement
Agents draft refunds, dispute responses, and recon adjustments. A finance lead signs every transaction-touching outcome.
Per-merchant data isolation
Every agent scoped to a single merchant tenant — or aggregates with PII and commercial terms stripped.
PCI scope unchanged
No agent crosses the cardholder-data boundary. Scope diagrams and AOC remain accurate after rollout.
Acquirer SLA gates on every flow
If an agent flow risks an acquirer SLA — settlement timing, dispute window, reporting — it doesn't ship.
Where to start
Book an org assessment.
Ninety minutes, no slides.
We'll spend an hour with your leadership team mapping where AI creates the most leverage in your operation — and what an overlay would look like in practice.