June 2025 Product Update

In June, our team delivered a series of enhancements focused on reducing operational risk, improving investigation workflows, and increasing data visibility for Synctera’s customers and sponsor bank partners.

These updates include:

• Re-designing the Synctera Cases UI
• Reducing ACH returns through automation
• Improving data visibility for external cards
• Implementing new ways to initiate a fraud review
• Enhancing visibility into active transaction disputes

While this update doesn’t cover everything we’ve released, it highlights some of the most impactful updates we’ve made this month. Let’s dive in!

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Re-designing the Synctera Cases UI to make workflows even more efficient

Synctera Cases enables compliance and operations personnel to manage key workflows such as manual KYC reviews, fraud investigations, disputes, and more. To efficiently perform these workflows, assignees of the case need to quickly be able to view key information needed to conduct their investigation, coordinate with other stakeholders, and ultimately resolve the case. 

Our product and engineering team recently re-designed the Synctera Cases page in the Synctera Console to make key information even more accessible. These changes include:

• Bringing the most important information to the header, making the case easier to review and triage at a glance
• Separating info that is commonly compared into two columns so accounts or transactions can be viewed side-by-side
• Introducing an expandable side-bar to easily view attachments and notes in the context of the case

Reducing ACH return rates through automation

When an end-user attempts to send money to an external account via ACH, there are a lot of reasons that the transaction may fail and an ACH return is initiated. One of the most common reasons is that the account number they’re attempting to send the money to can’t be found. This can be due to the end-user having a typo when they entered in the account information or because the account has been closed. 

While failed ACH transactions are an unavoidable occurrence for companies operating banking, there are ways to reduce the amount of returns due to incorrect account information. 

In the Synctera Platform we just launched an automation that marks an external account as inactive anytime an attempted ACH is returned with a return code of R02 (Account Closed), R03 (Unable to Locate Account), or R04 (Invalid Account Number Structure). When this type of return is initiated, the end-user can no longer attempt to send ACH transactions to the account number. 

This new feature not only reduces the number of returned ACH transactions, but also creates a better user experience by stopping end users from attempting to send an ACH to an invalid account.

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Improving how external cards are viewed and managed in the Console

Synctera’s Instant Push to Card and Instant Account Funding products enable end-users to instantly move money into their account from an external debit card or instantly push money from their account to an external debit card. 

Whenever one of these transactions occurs, all of the information about that external card is now stored and visible in the Synctera Console. This includes information such as the issuing bank, network, card number, and more. 

Increasing visibility into this data provides Synctera’s customers with a more holistic view of their end-users, as well as, equips operations personnel with necessary information when investigating a chargeback or other payment issue associated with the external card. 

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Enabling compliance operations personnel to initiate Fraud Cases from the Synctera Console

The vast majority of fraud alerts are created automatically using fraud detection technology. However, there are still edge cases that arise where compliance personnel will need to manually initiate a fraud investigation. 

Within the Synctera Console, users can now navigate to a specific transaction and initiate a fraud case. This action instantly kicks off a fraud review case within Synctera Cases, housing all of the information they need to begin conducting the investigation and coordinating with the other parties involved. 

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Improving visibility into active transaction disputes

When viewing the details of a specific end-user’s account or transaction within the Synctera Console, operations or support personnel can now easily see if there is an active dispute associated with that account or transaction. 

By increasing the data transparency and contextually relevant information in the Synctera Console, our customers can better understand end-user behavior and more quickly spot suspicious activity.