Cardholder Communications

Your program can choose to have Lithic handle all post-submission dispute communications, or manage them yourself.

Lithic-Managed Communications

If you've configured Lithic to handle cardholder communications, we'll send:

• Acknowledgment of dispute, sent instantaneously upon receipt
• Requests for more information, if additional evidence needed
• Dispute updates, such as status changes and provisional credit notifications
• Resolution outcomes

You may customize the following:

• Your program's logo included in all correspondence
• Your program's name in the subject line and signature
• Your email signature and image

Lithic provides compliant templates for claims under Regulation E, Regulation Z, and non-regulation claims.

Modifying Communication Templates

To customize Lithic-managed communications:

1. Email your request and reason for change to [email protected]
2. A Lithic agent will confirm receipt within 3 business days
3. Changes typically take 30 days, though timeline varies based on complexity

Self-Managed Communications

If you're handling cardholder communications yourself:

• Monitor webhooks for key dispute updates
• Ensure notifications to your cardholders meet regulatory timing requirements
• Include required disclosures, such as cardholder rights and documentation request rights