[001] The invention relates to the field of payment card or payment account related
request handling, and more particularly to methods, apparatuses and computer program
products for payment card or payment account related request handling and / or complaint
handling through a payment card machine.
10
Background of the Invention
[002] The use of payment cards (e.g. credit cards and debit cards) as instruments for
operating a payment card machine (e.g. a point-of-sale (POS) terminal that enables payment
15 transactions based on a presented payment card, or an automated teller machines (ATM)
that enables withdrawal of cash) is well accepted globally. Typically however, such payment
card machines provide a fairly narrow set of options for the user of a payment card to choose
between. For example, in case of a POS terminal, these options typically include
implementation of a cash or credit transaction, and in the case of an ATM, these options
20 ordinarily include withdrawal of cash, checking of balances, and modification of Personal
Identification Numbers and variations thereof.
[003] Such payment card machines do not provide any convenient mechanism for a
customer to raise a complaint or to trigger a dispute work flow or complaint work flow in
25 connection with a payment card or payment card account associated with the customer.
[004] Figure 1 illustrates a prior art system environment 100 for enabling an ATM user
to raise a complaint, or to trigger a dispute work flow or complaint work flow, or to raise a
request that is not supported by the ATM – for a payment card or payment card account that
30 is being used or accessed through the ATM. As illustrated in Figure 1, system environment
100 includes an ATM 104a and a telephone apparatus 104b that are located within ATM
3
premises 104. ATM 104a is configured for network based communication through network
106, with an issuer 108 (e.g. a bank which has issued a payment card or payment card
account that is being used by or accessed by a user 102 through ATM 104a). Transaction
requests made by user 102 through ATM 104a are communicated to issuer 108 through
5 network 106 – and depending on a variety of factors, including identity verification and
transaction eligibility, the issuer 108 either authorizes the requested transaction or denies
it – which is then communicated back to user 102 through ATM 104a.
[005] In the event that user 102 requires to raise a complaint, or to trigger a dispute
10 work flow or complaint work flow, or to raise a request that is not supported by the ATM
menu options, the user 102 may use telephone apparatus 104b located within ATM premises
104. The telephone apparatus 104b is configured to enable public switched telephone
network (PSTN) or mobile network based connectivity to a dedicated customer helpline 110
(for example an interactive voice response (IVR) helpline, or a human-operator based
15 helpline, or a hybrid of the two), where the customer provides details of the concerned
payment card or payment card account, and details of the unsupported request or complaint
or dispute. The customer helpline 110 receives this information and based on the
information provided by user 102, triggers a dispute work flow or complaint work flow or a
request workflow. The details of the dispute workflow, complaint workflow or request
20 workflow are transmitted by customer helpline 110 to issuer 108 for appropriate action, and
the user 102 is provided with an appropriate message over the telephone apparatus 104b –
for example, either confirming that a dispute workflow, complaint workflow or request
workflow has been triggered, or that a dispute workflow, complaint workflow or request
workflow has for some reason not been triggered.
25
[006] The state of art has multiple drawbacks. First, requiring the user to switch from
using an ATM 104a to a telephone apparatus 104b, and requiring the user to provide through
the telephone, details of the payment card or payment account and of the dispute / complaint
/ user request results in a tedious process and poor customer experience. Additionally,
30 existing configurations of telephone based customer helpline solutions only enable the
telephone apparatus 104b to connect to a customer helpline 110 that is dedicated to the bank
4
or entity that owns or controls or enables operation of ATM 104a. Accordingly, if a user 102
has visited ATM 104a to operate a payment card or payment card account that is not issued
by the same bank or entity that owns or controls or enables operation of ATM 104a, the user
would be unable to use the customer helpline 110 to raise her / his dispute or complaint or
5 request.
[007] In cases where the payment card machine is a POS terminal, these drawbacks may
be even more significant, as the merchant premises at which the POS terminal is located is
unlikely to have a telephone apparatus and that is configured for enabling communication
10 with an issuer or an issuer helpline.
[008] There is accordingly a need for providing an effective and convenient solution to
enable users of payment card machines, such as ATMs or POS terminals, to raise disputes or
complaints or to raise requests that are unsupported by the menu options provided in the
15 payment card machine - with either of (i) an issuer or entity that owns or controls or enables
operation of the payment card machine, and (ii) any issuer or entity other than the issuer or
entity that owns or controls or enables operation of the payment card machine.
Brief Description of the Accompanying Drawings
20
[009] Figure 1 illustrates a prior art system environment for enabling an ATM user to
raise a complaint, trigger a dispute work flow or complaint work flow, or to raise a request
that is not supported by the ATM.
25 [0010] Figure 2 illustrates a system environment according to the present invention for
enabling a user of a payment card machine to raise a complaint, trigger a dispute work flow
or complaint work flow, or to raise a request that is not supported by the regular menu
options provided by the payment card machine.
30 [0011] Figure 3 is a flowchart illustrating a method for enabling a user of a payment card
machine to submit a complaint, trigger a dispute work flow or complaint work flow, or to
5
raise a request that is not supported by the regular menu options provided by the payment
card machine, in accordance with the present invention.
[0012] Figure 4 is a flowchart illustrating method steps involved in identifying a user
5 request described within user input received at a payment card machine for the purposes of
raising a complaint, triggering a dispute work flow or complaint work flow, or for raising a
request that is not supported by the regular menu options provided by the payment card
machine.
10 [0013] Figure 5 is a flow chart illustrating method steps involved in registering a user
request for raising of a complaint, triggering of a dispute work flow or complaint work flow,
or for raising of a request that is not supported by the regular menu options provided by a
payment card machine, when received at the payment card machine.
15 [0014] Figure 6A is a flow chart illustrating a method of implementing a first set of
response actions that are triggered in response to determining that an issuer associated with
a requesting user’s payment account also owns or controls or enables operation of the
payment card machine at which the user request has been received.
20 [0015] Figure 6B is a communication flow diagram illustrating communication flow
between system entities, for implementing the method of Figure 3 where a first set of
response actions are triggered in response to determining that an issuer associated with a
requesting user’s payment account also owns or controls or enables operation of the
payment card machine at which the user request has been received.
25
[0016] Figure 7A is a flow chart illustrating a method of implementing a second set of
response actions that are triggered in response to determining that an issuer associated with
a requesting user’s payment account does not also operate or control the payment card
machine at which the user request has been received.
30
6
[0017] Figure 7B is a communication flow diagram illustrating communication flow
between system entities, for implementing the method of Figure 3 where a second set of
response actions are triggered in response to determining that an issuer associated with a
requesting user’s payment account does not own or control operation of the payment card
5 machine at which the user request has been received.
[0018] Figure 8 illustrates an automated teller machine configured to implement the
teachings of the present invention.
10 [0019] Figure 9 illustrates an exemplary computer system according to which various
embodiments of the present invention may be implemented.
Summary
15 [0020] The present invention relates to methods, apparatuses and computer program
products for payment account related request handling and / or complaint handling through
a payment card machine, such as an ATM or a POS terminal.
[0021] In an embodiment, the invention provides a method for enabling submission of a
20 user request through a payment card machine. The method comprises implementing at a
processor within the payment card machine, the steps of (i) receiving from a user interface
implemented within the payment card machine, payment card information associated with
a payment card to which the user request corresponds, (ii) identifying a payment account
associated with the received payment card information, (iii) receiving user input comprising
25 information describing the user request, (iv) parsing the received user input, (v) identifying
the user request based on output from the parsing of the received user input, (vi) registering
the identified user request, and (vii) selecting and implementing one of a first set of
implementable actions and a second set of implementable actions, based on an outcome of
determining whether an issuer corresponding to the identified payment account owns or
30 controls or enables operation of the payment card machine.
7
[0022] In an embodiment of the method, the user request is for any one of raising a
complaint, triggering a dispute work flow or a complaint work flow, or for raising a request
that is unsupported by menu options provided by the payment card machine.
5 [0023] In a particular method embodiment, responsive to determining that the issuer
corresponding to the identified payment account owns or controls or enables operation of
the payment card machine, the first set of implementable actions are selected and
implemented - wherein the first set of implementable actions comprises (i) transmitting a
notification corresponding to the user request to the issuer corresponding to the identified
10 payment account, (ii) retrieving a registered mobile number associated with the payment
account from records of the issuer, and (iii) transmitting confirmation of registration of the
user request to the retrieved registered mobile number.
[0024] In a specific embodiment of the method, the confirmation of registration of the
15 user request transmitted to the retrieved registered mobile number includes a unique
request identifier allocated to the user request.
[0025] In another embodiment of the, responsive to determining that the issuer
corresponding to the identified payment account does not own or controls operation of the
20 payment card machine, the second set of implementable actions are selected and
implemented - wherein the second set of implementable actions comprises (i) transmitting
a notification corresponding to the user request to the issuer corresponding to the identified
payment account, (ii) transmitting to the issuer a payment card machine identifier
associated with the payment card machine at which the user request has been received, (iii)
25 retrieving a registered mobile number associated with the payment account from records of
the issuer, and (iv) displaying at the payment card machine, confirmation regarding onward
transmission of the user request to the issuer.
[0026] In a particular method embodiment, the payment card information is retrieved
30 from the payment card when the payment card is interfaced with a card reader integrated
within or coupled with the payment card machine.
8
[0027] In a specific embodiment of the method, registering the received user request
comprises (i) generating a user request identifier uniquely associated with the received user
request, (ii) generating a user request data record corresponding to the user request,
5 comprising the user request identifier, a payment account identifier associated with the
payment card, and information describing one or more action items corresponding to the
received user request, and (iii) storing the generated user request data record in a memory
within the payment card machine or within a payment network associated with the payment
card, or within an issuer network associated with the payment card.
10
[0028] The invention provides a specific method embodiment wherein the payment card
machine is one of an automated teller machine (ATM) and a point-of-sale (POS) terminal.
[0029] The invention additionally provides a payment card machine configured for
15 enabling submission of a user request. The payment card machine may comprise (i) a
network transceiver, (ii) a user interface, and (iii) a processor configured to (a) receive from
the user interface, payment card information associated with a payment card to which the
user request corresponds, (b) identify a payment account associated with the received
payment card information, (c) receive user input comprising information describing the user
20 request, (d) parse the received user input, (e) identify the user request based on output from
the parsing of the received user input, (f) register the identified user request, and (g) select
and implement one of a first set of implementable actions and a second set of implementable
actions, based on an outcome of determining whether an issuer corresponding to the
identified payment account owns or controls or enables operation of the payment card
25 machine.
[0030] An embodiment of the payment card machine is configured such that the user
request is for any one of raising a complaint, triggering a dispute work flow or a complaint
work flow, or for raising a request that is unsupported by menu options provided by the
30 payment card machine.
9
[0031] The payment card machine may be configured such that responsive to
determining that the issuer corresponding to the identified payment account owns or
controls or enables operation of the payment card machine, the first set of implementable
actions are selected and implemented, and wherein the first set of implementable actions
5 comprises (i) transmitting a notification corresponding to the user request to the issuer
corresponding to the identified payment account, (ii) retrieving a registered mobile number
associated with the payment account from records of the issuer, and (iii) transmitting
confirmation of registration of the user request to the retrieved registered mobile number.
10 [0032] The payment card machine may in another embodiment be configured such that
the confirmation of registration of the user request transmitted to the retrieved registered
mobile number includes a unique request identifier allocated to the user request.
[0033] In a specific embodiment, the payment card machine may be configured such that
15 responsive to determining that the issuer corresponding to the identified payment account
does not own or controls operation of the payment card machine, the second set of
implementable actions are selected and implemented, and wherein the second set of
implementable actions comprises (i) transmitting a notification corresponding to the user
request to the issuer corresponding to the identified payment account, (ii) transmitting to
20 the issuer a payment card machine identifier associated with the payment card machine at
which the user request has been received, (iii) retrieving a registered mobile number
associated with the payment account from records of the issuer, and (iv) displaying at the
payment card machine, confirmation regarding onward transmission of the user request to
the issuer.
25
[0034] In a particular embodiment, the payment card machine may be configured such
that the payment card information is retrieved from the payment card when the payment
card is interfaced with a card reader integrated within or coupled with the payment card
machine.
30
10
[0035] The payment card machine may additionally configured such that registering the
received user request comprises (i) generating a user request identifier uniquely associated
5 with the received user request, (ii) generating a user request data record corresponding to
the user request, comprising the user request identifier, a payment account identifier
associated with the payment card, and information describing one or more action items
corresponding to the received user request, and (iii) storing the generated user request data
record in a memory within the payment card machine or within a payment network
10 associated with the payment card, or within an issuer network associated with the payment
card.
[0036] In specific embodiments of the system, the payment card machine is one of an
automated teller machine (ATM) and a point-of-sale (POS) terminal.
15
[0037] The invention also provides a computer program product for enabling submission
of a user request through a payment card machine. The computer program product
comprises a non-transitory computer usable medium having a computer readable program
code embodied therein, the computer readable program code comprising instructions for (i)
20 receiving from a user interface implemented within the payment card machine, payment
card information associated with a payment card to which the user request corresponds, (ii)
identifying a payment account associated with the received payment card information, (iii)
receiving user input comprising information describing the user request, (iv) parsing the
received user input, (v) identifying the user request based on output from the parsing of the
25 received user input, (vi) registering the identified user request, and (vii) selecting and
implementing one of a first set of implementable actions and a second set of implementable
actions, based on an outcome of determining whether an issuer corresponding to the
identified payment account owns or controls or enables operation of the payment card
machine.
11
Detailed Description
[0038] For the purposes of the present invention, the following terms shall be understood
to have the corresponding meanings provided below.
5
[0039] “ATM” shall mean an automated teller machine i.e. an automated banking
machine configured for one or both of dispensing currency and receiving deposits.
[0040] “Issuer” shall mean a financial institution that issues payment cards or payment
10 accounts to users.
[0041] “Issuer network” shall refer to one or more servers, including hardware,
software and other equipment used by an issuer to transmit and process payment card
transactions or payment account transactions and information related to customers,
15 payment cards, payment accounts and/or transactions.
[0042] “Payment account” shall mean any account that may be used for the purposes of
effecting an electronic payment or electronic transaction, and shall include any electronic
transaction account, payment card account, bank account or electronic wallet account.
20
[0043] “Payment card” shall mean a card or data associated with a payment account
that may be provided to a merchant or payee in order to enable a financial transaction via
the associated payment account. Payment cards may include credit cards, debit cards,
charge cards, stored-value cards, prepaid cards, fleet cards, virtual payment numbers, virtual
25 card numbers, controlled payment numbers, etc.
[0044] “Payment card machine” shall mean any processor implemented machine
having a payment card reader or payment card interface, and that is configured to determine
whether a presented payment card is authorized to enable access to a payment network or
30 to a payment account, and / or to enable based on a presented payment card,
implementation of one or more payment account related actions or transactions. For the
12
purposes of the invention payment card machines shall be understood to include without
limitation, ATMs, POS terminals, as well as payment card reader devices or payment card
interface devices.
5 [0045] “Payment network” shall refer to any intermediary network communicatively
disposed between a payment card machine and an issuer bank server. In certain
embodiments, the payment network may comprise a card network that enables
communication between the payment card machine and the issuer bank (for example,
Mastercard® or Visa®). In such embodiments, the card network primarily coordinates
10 payment card or payment account related queries or transactions between the bank that
owns or controls or enables operation of the payment card machine and the issuer bank, and
additionally coordinates clearing and settlement services to transfer payments from the
issuer bank to the bank that owns or controls or enables operation of the payment card
machine.
15
[0046] “User”, “consumer” and “customer” may be used interchangeably to designate
an individual or entity who is using a payment card machine.
[0047] The invention provides solutions for payment card or payment account related
20 request handling and / or complaint handling through a payment card machine. More
particularly the invention provides methods, systems and computer program products for
enabling users of a payment card machine to raise disputes, complaints or requests that are
unsupported by the payment card machine menu options – with either of a bank or
institution that owns or controls or enables operation of the payment card machine, as well
25 as with any issuer bank other than the bank or institution that owns or controls or enables
operation of the payment card machine.
[0048] Figure 2 illustrates a system environment 200 according to the present invention
for enabling a user of a payment card machine to raise a complaint, trigger a dispute work
30 flow or complaint work flow, or to raise a request that is not supported by regular menu
options provided by the payment card machine.
13
[0049] System environment 200 includes a payment card machine 204 configured in
accordance with the teachings of the present invention. In the illustrated embodiment,
payment card machine 204 is shown as comprising either an ATM or a POS terminal, and is
5 configured for network based communication through network 206, with a plurality of
issuers 208a, 208b upto 208n (i.e. issuer 1, issuer 2, upto issuer n) - where each issuer is a
bank, financial institution or other entity which has issued payment cards or payment card
accounts that are capable of being used by or accessed by one or more users 202 through
payment card machine 204. The communication between payment card machine 204 and
10 one or more of issuers 208a upto 208n may in certain embodiments be achieved through a
payment network (for example, the Mastercard®, Visa ® or Discover® payment networks)
– which may act as a communication intermediate between payment card machine 204 and
the one or more issuers 208a upto 208n. In an embodiment, the network 206 may comprise
a payment network or may be communicably coupled with a payment network. In a further
15 embodiment, payment card machine 204 may be capable of accessing a plurality of payment
networks for onward communication with one or more issuers– and selection of a payment
network as a communication intermediary by payment card machine 204 may be based on
identification of a payment network associated with a payment card or payment card
account that is identified or presented by user 202 while operating payment card machine
20 204.
[0050] The configuration and operation of payment card machine 204 for the purpose of
enabling a user 202 to raise a complaint, trigger a dispute work flow or complaint work flow,
or to raise a request that is not supported by regular menu options provided by payment
25 card machine 204 may be understood in connection with the more detailed description
below.
[0051] Figure 3 is a flowchart illustrating a method for enabling a user of a payment card
machine to submit a complaint, trigger a dispute work flow or complaint work flow, or to
30 raise a request that is not supported by regular menu options provided by the payment card
machine, in accordance with the present invention. In an embodiment of the invention,
14
payment card machine 204 (for example, either an ATM or a POS terminal) may be
configured to implement the method steps of Figure 3.
[0052] Step 302 of the method of Figure 3 comprises receiving payment card information
5 through a user interface of the payment card machine. The payment card information
comprises information relating to identification of a payment card associated with a user
who is operating the payment card machine, including one or more of a payment card
identifier or payment card number, information identifying the individual / entity to whom
the payment card has been issued, information identifying the issuer of the payment card,
10 information identifying the payment network associated with the payment card, issue date
of the payment card, expiry date of the payment card, and any authentication information
including a password, passcode, one-time-password (OTP), personal identification number
(PIN), card verification value (CVV) number or other secret information associated with the
payment card that can be used to authenticate the identity of a user of the payment card. One
15 or more items of the payment card information received at step 302 may be read by a card
reader (for example, an optical card reader, a magnet stripe card reader, a radio frequency
identifier (RFID) card reader and / or a near field communication (NFC) card reader) that is
integrated within or coupled with the payment card machine – when the user slots, swipes,
taps or otherwise presents a payment card for interfacing with the payment card machine.
20
[0053] The information read by the card reader may be transmitted by the card reader
to a processor within the payment card machine. In certain embodiments, one or more items
of the payment card information may be input by the user at the payment card machine in
response to one or prompts raised by the payment card machine through a display screen or
25 an audio interface. The user inputs may be provided in any number of different ways,
depending on the capabilities available at the payment card machine user interface. In
certain embodiments, user inputs may be provided by way of a keypad integrated within or
coupled to the payment card machine, or by way of a speech recognition interface provided
within the payment card machine user interface.
30
15
[0054] Step 304 comprises identifying a payment account corresponding to the received
payment card information. The identification step may be implemented by a processor
within the payment card machine. The payment account corresponding to the received
payment card information may be identified based on one or more of a payment card
5 identifier or payment card number, information identifying the entity to whom the payment
card has been issued, information identifying the issuer bank of the payment card, and / or
information identifying the payment network associated with the payment card information
that has been received at step 302. In an embodiment, the payment card machine processor
may directly identify the payment account based on the payment card information received
10 at step 302 (for example, where the payment card information received at step 302 includes
a payment account number and information identifying an issuer bank associated with the
payment card). In other embodiments, the payment card machine processor may to use the
received payment card information to identify a payment network associated with the
payment card, and thereafter query the identified payment network (through one or more
15 communication network based call-response type data messages) for a payment account
number associated with the received payment card information.
[0055] Step 306 comprises receiving user input which includes information that
describes a user request. The user input may be received through the payment card machine
20 user interface – for example, through the payment card machine keypad or through an audio
based speech recognition user interface. The user request may comprise any of a request for
raising a complaint, a request for initiating a dispute work flow or a complaint work flow, or
a request that is not supported by the regular menu options provided by the payment card
machine (for example, where the payment card machine is an ATM, the request may
25 comprise a request for functionality that is not supported by the regular menu options
provided by the ATM machine). In certain embodiments where the user input is being
submitted through a payment card machine keypad, a user may navigate through one or
more categories and / or sub-categories of user request types, and may select an appropriate
user request type from among a plurality of available options. The user may thereafter
30 provide further user input that describes specific details of the user request.
16
[0056] The selected category(ies) and / or sub-category(ies) and further user input
describing specific details of the user request, may in an embodiment, collectively comprise
the user input of step 306. In other embodiments, where user input is being provided
through an audio based speech recognition user interface, a user may optionally use an
5 interactive voice recognition service to navigate through one or more categories and / or
sub-categories of user request types, and may select an appropriate user request type or
category from among a plurality of available options. The user may further use the audio
based speech recognition user interface to provide further user input that describes specific
details of the user request. The selected category(ies) and / or sub-category(ies) and/or
10 further user input describing specific details of the user request that are received by way of
audio input may in an embodiment, collectively comprise the user input of step 306.
[0057] The information that is received through user input at step 306 may be
transmitted from the user interface to the payment card machine processor.
15
[0058] Step 308 comprises identifying the user request that is described by the user input
received at step 306. The step of identifying the user request may be executed by the
payment card machine processor. Identifying the user request at step 308 comprises parsing
the user input received at step 306 and identifying through on one or more of rule based
20 processing, natural language processing, and machine learning based processing, the user
request described by such user input. The user request may include a request for an action
that requires to be implemented by the payment card machine, an action that requires to be
implemented by a payment network associated with the user’s payment card, or an action
that requires to be implemented by an issuer associated with the payment card. In an
25 embodiment, the user request may relate to submission of a complaint, triggering of a
dispute work flow or complaint work flow, or raising a request that is not supported by
regular menu options provided by payment card machine 204.
[0059] Step 310 comprises optionally generating one or more tags corresponding to the
30 received user request – wherein each of the generated one or more tags is associated with,
identifies or describes one or more implementable actions associated with the user request
17
that has been identified at step 308. The generated tags may be used for transmitting
information corresponding to the received user requests to a payment network or to an
issuer associated with the payment card. Based on these tags, the payment network or the
issuer will be able to identify and statistically analyze the various categories of user requests
5 to determine the frequencies of various types of incoming user requests. This enables the
payment network or the issuer to provision for and prepare advance action plans to address
the inward incidence of such user requests.
[0060] The generated tags may also be used for generating, storing and retrieving
10 statistical information relating to user requests that have been received and / or responded
to in accordance with the teachings of the present invention.
[0061] Step 312 comprises registering the user request that has been input by the user
at step 306. Registration of the user request may comprise generation of one or more data
15 records and / or data messages that include data and / or information that has been
described in any of steps 302 to 312 above.
[0062] At step 314, the payment card machine processor determines whether the issuer
associated with the payment account identified at step 304 is also the entity that owns or
20 controls or enables operation of the payment card machine. In an embodiment, the payment
card machine processor may perform this determination based on information identifying
the entity that owns or that controls the operation of the payment card machine, and that is
stored within a memory of the payment card machine.
25 [0063] Step 316 comprises selecting and implementing one of a first set of implementable
actions and a second set of implementable actions, based on an outcome of the determination
at step 314. In an embodiment, if step 314 results in a determination that the issuer
associated with the payment account identified at step 304 is also the entity that owns or
that controls or that enables the operation of the payment card machine, step 316 comprises
30 initiating implementation of a first set of implementable actions for processing the user
request identified at step 308. In a further embodiment, if step 314 results in a determination
18
that the issuer associated with the payment account identified at step 304 is not the entity
that owns or that controls or that enables operation of the payment card machine, step 316
comprises initiating implementation of a second set of implementable actions for processing
the user request identified at step 308.
5
[0064] More detailed embodiments of the various method steps of Figure 3 are described
below.
[0065] Figure 4 is a flowchart illustrating method steps involved in identifying a user
10 request that is described within user input that received at a payment card machine for the
purposes of raising a complaint, triggering a dispute work flow or complaint work flow, or
for raising a request that is not supported by regular menu options provided by the payment
card machine. In an embodiment, the method of Figure 4 may be used to implement step 308
of the method of Figure 3. In a further embodiment of the invention, payment card machine
15 204 (for example an ATM or a POS terminal) may be configured to implement the method
steps of Figure 4.
[0066] Step 402 of Figure 4 comprises parsing the received user input that describes a
user request. The user input parsed at step 402 may comprise user input received through
20 step 306 of the method of Figure 3. In an embodiment, where the user input includes input
received through a payment card machine keypad (for example an ATM keypad or a POS
terminal keypad), parsing the received user input comprises parsing the received keypad
based input data corresponding to category(ies) and / or sub-category(ies) selected by the
user, and/or further keypad based input data describing specific details of the user request.
25 In an embodiment where the user input includes input received through an audio based
speech recognition user interface, parsing the received user input comprises parsing the
received audio based input data corresponding to category(ies) and / or sub-category(ies)
selected by the user, and/or further audio based input data describing specific details of the
user request.
30
19
[0067] The step of parsing the received user input is, in an embodiment, implemented
through a processor implemented natural language parser configured to extract from the
received user input, category information, sub-category information and / or specific details
corresponding to the user request described by the received user input.
5
[0068] Step 404 comprises analyzing the user input that has been parsed at step 402 and
(i) identifying based on the analysis, the user request described within the parsed user input
and / or (ii) identifying based on the analysis, one or more predefined request categories to
which the identified user request corresponds.
10
[0069] Figure 5 is a flow chart illustrating method steps involved in registering a received
user request for raising a complaint, or for triggering a dispute work flow or complaint work
flow, or for raising a request that is not supported by regular menu options provided by the
payment card machine (for example, an ATM or POS terminal), when received at the
15 payment card machine. In an embodiment, the method of Figure 5 may be used to implement
step 312 of the method of Figure 3. In a further embodiment of the invention, payment card
machine 204 may be configured to implement the method steps of Figure 5.
[0070] Step 502 comprises generating a user request identifier uniquely associated with
20 the user request that has been received through user input provided at the payment card
machine. The user request identifier may comprise any unique identifier (for example, any
alphabetic, numeric or alphanumeric string) that can be associated with the user request
under registration.
25 [0071] Step 504 comprises generating a user request data record corresponding to the
user request, said user request data record comprising one or more of (i) the user request
identifier (that has been generated at step 502), (ii) a payment account identifier associated
with a payment card or payment account to which the user request corresponds (for
example, a payment account identifier corresponding to a payment account identified at step
30 304 of Figure 3), (iii) information describing the received user request (for example,
information corresponding to user request category(ies) and / or sub-category(ies) selected
20
by the user, and/or specific action items or actionable steps corresponding to the user
request), and (iv) optionally, one or more generated tags corresponding to the received user
request (for example tags generated at step 310 of Figure 3).
5 [0072] Step 506 comprises storing the generated user request data record in a nontransitory memory. The non-transitory memory may comprise a non-transitory memory
within the payment card machine. In another embodiment, the non-transitory memory may
comprise a non-transitory memory within a payment network associated with a payment
card to which the user request corresponds, or within an issuer network operated or
10 controlled by an issuer associated with a payment card to which the user request
corresponds.
[0073] Figure 6A is a flow chart illustrating a method of implementing a first set of
response actions that are triggered in response to determining that an issuer associated with
15 a requesting user’s payment account also owns or controls or enables operation of the
payment card machine at which the user request has been received. In an embodiment, the
method of Figure 6A is implemented for executing step 316 of Figure 3. In a particular
embodiment, the method of Figure 6A is executed for selecting and implementing the first
set of implementable actions within step 316 of the method of Figure 3. In a further
20 embodiment of the invention, payment card machine 204 may be configured to implement
the method steps of Figure 6A.
[0074] At step 602A, responsive to determining that an issuer that is associated with a
payment account to which a received user request corresponds, is also the entity that owns
25 or controls or enables operation of the payment card machine at which the user request has
been received, the payment card machine transmits a notification corresponding to the user
request to an issuer network associated with the payment account (i.e. the payment account
to which the user request corresponds and that has been identified at step 304 of Figure 3).
Step 602A optionally also includes transmitting the user request data record generated at
30 step 504 to the issuer network. Thereafter, a registered mobile number associated with the
payment account is retrieved from the records of the issuer and a confirmation that the user
21
request has been registered is transmitted to the registered mobile number. The
confirmation of registration that is transmitted to the registered mobile number may include
a unique request identifier allocated to the user request either by the payment card machine
or by the issuer, and may also include other information including estimated resolution time
5 for the request.
[0075] Figure 6B is a communication flow diagram illustrating communication flow
between system entities, for implementing the method of Figure 3 where a first set of
response actions are triggered in response to determining that a requesting user’s payment
10 account issuer bank also owns or controls or enables operation of the payment card machine
at which the user request has been received.
[0076] At step 6002 payment card information corresponding to a payment card for
which a user intends to submit a user request at a payment card machine, is input by user
15 602B at payment card machine 604B. The payment card information may be submitted at
step 6002 in accordance with any of the method embodiments that have been discussed
above in connection with step 302 of Figure 3.
[0077] Payment card machine 604B identifies a payment account corresponding to the
20 received payment card information – which identification step may be implemented in
accordance with any of the embodiments that have been discussed above in connection with
step 304 of Figure 3.
[0078] At step 6004, user 602B provides user input through payment card machine 604B,
25 the user input comprising information that describes a user request. The step of providing
user input to payment card machine 604B may be implemented in in accordance with any of
the embodiments that have been discussed above in connection with step 306 of Figure 3.
[0079] Payment card machine 604B thereafter identifies the user request based on
30 analysis of the user input (in accordance with method step 308 of Figure 3, and/or method
steps 402 and 404 of Figure 4), optionally generates one or more tags corresponding to the
22
user request (in accordance with method step 310 of Figure 3), and registers the user
request (in accordance with method step 312 of Figure 3, and/or method steps 502 to 506
of Figure 5).
5 [0080] In response to determining that an issuer 606B associated with the concerned
payment account is also the entity that owns or that controls or that enables operation of the
payment card machine , (i) at step 6006, payment card machine 604B transmits to issuer
606B notification of the received user request (in accordance with method step 602A of
Figure 6A) and, (ii) at step 6008, payment card machine 604B transmits to a registered
10 mobile device associated with user 602B, confirmation of registration of the user request (in
accordance with method step 602A of Figure 6A). It would be understood that the registered
mobile number of the user 602B may be retrieved from the records of issuer 606B for the
purposes of transmitting confirmation of registration of the user request to the user’s
registered mobile device.
15
[0081] Figure 7A is a flow chart illustrating a method of implementing a second set of
response actions that are triggered in response to determining that an issuer associated with
a requesting user’s payment account does not own or control operation of the payment card
machine at which the user request has been received. In an embodiment, the method of
20 Figure 7A is implemented for executing step 316 of Figure 3. In a particular embodiment, the
method of Figure 7A is executed for selecting and implementing the second set of
implementable actions at step 316 of the method of Figure 3. In a further embodiment of the
invention, payment card machine 204 may be configured to implement the method steps of
Figure 7A.
25
[0082] At step 702A, responsive to determining that an issuer that is associated with a
payment account to which a received user request corresponds, does not own or control
operation of the payment card machine at which the user request has been received, the
payment card machine transmits a notification corresponding to the user request to an
30 issuer network associated with the payment account (i.e. the payment account to which the
user request corresponds and that has been identified at step 304 of Figure 3). Step 702A
23
optionally also includes transmitting the user request data record generated at step 504 (of
Figure 5) to the issuer network. Thereafter, the payment card machine transmits to the
issuer network, a payment card machine identifier associated with the payment card
machine at which the user request has been received. The payment card machine
5 subsequently displays to the requesting user, confirmation regarding onward transmission
of the user request to the issuer of the requesting user’s payment account.
[0083] Figure 7B is a communication flow diagram illustrating communication flow
between system entities, for implementing the method of Figure 3 where a second set of
10 response actions are triggered in response to determining that an issuer associated with the
requesting user’s payment account does not own or control or enable operation of the
payment card machine at which the user request has been received.
[0084] At step 7002 payment card information corresponding to a payment card for
15 which a user intends to submit a user request, is input by user 702B at payment card machine
704B. The payment card information may be submitted at step 7002 in accordance with any
of the embodiments that have been discussed above in connection with step 302 of Figure 3.
[0085] Payment card machine 704B identifies a payment account corresponding to the
20 received payment card information – which identification step may be implemented in
accordance with any of the embodiments that have been discussed above in connection with
step 304 of Figure 3.
[0086] At step 7004, user 702B submits user input to payment card machine 704B, the
25 user input comprising information that describes a user request. The step of providing user
input at payment card machine 704B may be implemented in in accordance with any of the
embodiments that have been discussed above in connection with step 306 of Figure 3.
[0087] Payment card machine 704B thereafter identifies the user request based on
30 analysis of the user input (in accordance with method step 308 of Figure 3, and/or method
steps 402 and 404 of Figure 4), optionally generates one or more tags corresponding to the
24
user request (in accordance with method step 310 of Figure 3), and registers the user
request (in accordance with method step 312 of Figure 3, and/or method steps 502 to 506
of Figure 5).
5 [0088] In response to determining that an issuer 706B associated with the concerned
payment account is not the entity that owns or that controls or that enables operation of
payment card machine 704B, (i) at step 7006, payment card machine 704B transmits to
issuer 706B (a) notification of the received user request (in accordance with method step
702A of Figure 7A) and (b) a payment card machine identifier associated with the payment
10 card machine at which the user request has been received from the user (in accordance with
method step 702A of Figure 7A), and (ii) payment card machine 704B thereafter displays to
the requesting user, confirmation regarding onward transmission of the user request to the
issuer of the concerned payment account (in accordance with method step 702A of Figure
7A).
15
[0089] Figure 8 illustrates an automated teller machine 800 configured to implement the
teachings of the present invention. In an embodiment of the invention, payment card
machine 204 of Figure 2 may be configured according to the embodiment illustrated in
Figure 8.
20
[0090] As shown in Figure 8, ATM 800 includes (i) operator interface 802 configured to
enable a local or remote operator to configure ATM 800, (ii) a user interface 804 configured
to enable users to provide user inputs to ATM 800 and which also enables ATM 800 to
display or otherwise communicate, information to users, (iii) a processor 806, (iv) a network
25 transceiver 808 configured to send and receive data communications over a data network
(for example a TCP/IP network, the internet, or any other data network) to enable ATM 800
to communicate with any of a data network, a payment network and / or one or more issuer
networks or servers associated with issuers, (v) a cash dispensing controller 810 which
controls the operation of one or more cash dispensers within ATM 800, (vi) and a transient
30 or non-transient memory 812.
25
[0091] Memory 812 may include therewithin a processor implemented request
information parser 814 configured to parse user input received at ATM 800 for identifying a
user request described by the user input. In an embodiment, request information parser 814
may be configured to implement one or more of method step 308 of Figure 3, and / or
5 method step 402 of Figure 4.
[0092] Memory 812 may also include a processor implemented request information
analyzer 816 that is configured to analyze parsed user input and (i) identify based on the
analysis, the user request described within the parsed user input and / or (ii) identify based
10 on such analysis, one or more predefined request categories to which the identified user
request corresponds. In an embodiment, request information analyzer 816 may be
configured to implement at least a part of method step 404 of Figure 4.
[0093] Memory 812 additionally includes a processor implemented request
15 categorization controller 818 that is configured to generate, based on information that has
been parsed from received user input, user input category information and / or sub-category
information corresponding to a user request.
[0094] Memory 812 may also include a processor implemented tag generator 820
20 configured to generate one or more tags corresponding to a received user request – wherein
each of the generated one or more tags is associated with, identifies or describes one or more
implementable actions associated with the user request. In an embodiment, tag generator
820 may be configured to implement method step 310 of Figure 3.
25 [0095] Memory 812 may further include a processor implemented request ID generator
822 – that is configured to generate a user request identifier uniquely associated with a user
request that has been received through at ATM 800. In an embodiment, request ID generator
822 may be configured to implement method step 502 of Figure 5.
30 [0096] Memory 812 may yet further include a processor implemented user request data
record generator 824 – that is configured to generate a user request data record
26
corresponding to a user request, said user request data record comprising one or more of (i)
a user request identifier, (ii) a payment account identifier associated with a payment card or
payment account to which the user request corresponds, (iii) information describing the
received user request, and (iv) optionally, one or more generated tags corresponding to the
5 received user request. In an embodiment, user request data record generator 824 may be
configured to implement method step 504 of Figure 5.
[0097] Memory 812 may also have implemented therewithin, a processor implemented
issuer identification controller 826 – which is configured to identify an issuer associated with
10 a payment account to which a received user request corresponds. In an embodiment, the
processor implemented issuer identification controller 826 may be configured for
determining whether the issuer associated with a payment account to which a received user
request corresponds, is also the entity that owns or controls or enables operation of ATM
800. In an embodiment, issuer identification controller 826 may be configured to implement
15 method step 314 of Figure 3.
[0098] Memory 812 may include a processor implemented routing switch 828
configured to route communications, user requests and data messages between ATM 800
and a plurality of issuers, depending on which specific issuer has issued a payment card or
20 payment account to which a received user request corresponds.
[0099] While Figure 8 illustrates an embodiment of an automated teller machine
embodiment of the payment card machine as discussed above, that has been configured to
implement the teachings of the present invention, it would be understood that any other
25 payment card machine (for example, a POS terminal) may be similarly configured to
implement the teachings of the present invention.
[00100] Figure 9 illustrates an exemplary computer system 900 according to which
various embodiments of the present invention may be implemented.
30
27
[00101] System 900 includes computer system 902 which in turn comprises one or more
processors 904 and at least one memory 906. Processor 904 is configured to execute
program instructions - and may be a real processor or a virtual processor. It will be
understood that computer system 902 does not suggest any limitation as to scope of use or
5 functionality of described embodiments. The computer system 902 may include, but is not
limited to, one or more of a general-purpose computer, a programmed microprocessor, a
micro-controller, an integrated circuit, and other devices or arrangements of devices that are
capable of implementing the steps that constitute the method of the present invention.
Exemplary embodiments of a computer system 902 in accordance with the present invention
10 may include one or more servers, desktops, laptops, tablets, smart phones, mobile phones,
mobile communication devices, phablets and personal digital assistants. In an embodiment
of the present invention, the memory 906 may store software for implementing various
embodiments of the present invention. The computer system 902 may have additional
components. For example, the computer system 902 may include one or more
15 communication channels 908, one or more input devices 910, one or more output devices
912, and storage 914. An interconnection mechanism (not shown) such as a bus, controller,
or network, interconnects the components of the computer system 902. In various
embodiments of the present invention, operating system software (not shown) provides an
operating environment for various softwares executing in the computer system 902 using a
20 processor 904, and manages different functionalities of the components of the computer
system 902.
[00102] The communication channel(s) 908 allow communication over a
communication medium to various other computing entities. The communication medium
25 provides information such as program instructions, or other data in a communication media.
The communication media includes, but is not limited to, wired or wireless or contactless
methodologies implemented with an electrical, optical, RF, infrared, acoustic, microwave,
Bluetooth or other transmission media.
30
28
[00103] The input device(s) 910 may include, but is not limited to, a touch screen, a
keyboard, mouse, pen, joystick, trackball, a voice device, a scanning device, or any another
device that is capable of providing input to the computer system 902. In an embodiment of
the present invention, the input device(s) 910 may be a sound card or similar device that
5 accepts audio input in analog or digital form. The output device(s) 912 may include, but not
be limited to, a user interface on CRT, LCD, LED display, or any other display associated with
any of servers, desktops, laptops, tablets, smart phones, mobile phones, mobile
communication devices, phablets and personal digital assistants, printer, speaker, CD/DVD
writer, or any other device that provides output from the computer system 902.
10
[00104] The storage 914 may include, but not be limited to, magnetic disks, magnetic
tapes, CD-ROMs, CD-RWs, DVDs, any types of computer memory, magnetic stripes, smart
cards, printed barcodes or any other transitory or non-transitory medium which can be used
to store information and can be accessed by the computer system 902. In various
15 embodiments of the present invention, the storage 914 may contain program instructions
for implementing any of the described embodiments.
[00105] In an embodiment of the present invention, the computer system 902 is part
of a distributed network or a part of a set of available cloud resources.
20
[00106] The present invention may be implemented in numerous ways including as a
system, a method, or a computer program product such as a computer readable storage
medium or a computer network wherein programming instructions are communicated from
a remote location.
25
[00107] The present invention may suitably be embodied as a computer program
product for use with the computer system 902. The method described herein is typically
implemented as a computer program product, comprising a set of program instructions that
is executed by the computer system 902 or any other similar device. The set of program
30 instructions may be a series of computer readable codes stored on a tangible medium, such
as a computer readable storage medium (storage 914), for example, diskette, CD-ROM, ROM,
29
flash drives or hard disk, or transmittable to the computer system 902, via a modem or other
interface device, over either a tangible medium, including but not limited to optical or
analogue communications channel(s) 908. The implementation of the invention as a
computer program product may be in an intangible form using wireless or contactless
5 techniques, including but not limited to microwave, infrared, Bluetooth or other
transmission techniques. These instructions can be preloaded into a system or recorded on
a storage medium such as a CD-ROM, or made available for downloading over a network such
as the Internet or a mobile telephone network. The series of computer readable instructions
may embody all or part of the functionality previously described herein.
10
[00108] Based on the above, it would be understood that the present invention offers
multiple advantages over the prior art including:
(i) providing a solution that enables payment card holders to raise a user request or
15 to trigger a complaint resolution process flow or dispute resolution process flow
through a payment card machine (such as an ATM or a POS terminal) – regardless
of whether the payment card machine at which the user request is submitted, is
owned or controlled / operated by the issuer of the payment card or payment card
account
20
(ii) simplifying the process of generating a user request by application of natural
language parsing to user inputs, to interpret, analyze and categorize received user
requests
25 (iii) improving the outreach of banks, by enabling them to receive customer requests
and complaints through payment card machines not owned or controlled by such
banks,
(iv) elimination of customer wait time and elimination of redundancy of user input by
30 enabling submission of user requests, complaints and disputes directly through a
30
payment card machine without having to contact a customer helpline through
telephone,
(v) elimination or reduction of support infrastructure that issuers require to invest
5 in, by reducing reliance on customer helplines
[00109] While exemplary embodiments of the present invention are described and
illustrated herein, it will be appreciated that they are merely illustrative. It will be
understood by those skilled in the art that various modifications in form and detail may be
10 made therein without departing from or offending the spirit and scope of the invention as
defined by the appended claims. Additionally, the invention illustratively disclose herein
suitably may be practiced in the absence of any element which is not specifically disclosed
herein – and in a particular embodiment that is specifically contemplated, the invention is
intended to be practiced in the absence of any one or more element which are not specifically
15 disclosed herein.

We claim:

1. A method for enabling submission of a user request through a payment card
machine, the method comprising implementing at a processor within the payment card
5 machine, the steps of:
receiving from a user interface implemented within the payment card machine, payment
card information associated with a payment card to which the user request corresponds;
10 identifying a payment account associated with the received payment card information;
receiving user input comprising information describing the user request;
parsing the received user input;
15
identifying the user request based on output from the parsing of the received user input;
registering the identified user request; and
20 selecting and implementing one of a first set of implementable actions and a second set of
implementable actions, based on an outcome of determining whether an issuer
corresponding to the identified payment account owns or controls or enables operation of
the payment card machine.
25 2. The method as claimed in claim 1 wherein the user request is for any one of raising a
complaint, triggering a dispute work flow or a complaint work flow, or for raising a request
that is unsupported by menu options provided by the payment card machine.
3. The method as claimed in claim 1, wherein responsive to determining that the issuer
30 corresponding to the identified payment account owns or controls or enables operation of
32
the payment card machine, the first set of implementable actions are selected and
implemented, and wherein the first set of implementable actions comprises:
transmitting a notification corresponding to the user request to the issuer corresponding to
5 the identified payment account;
retrieving a registered mobile number associated with the payment account from records of
the issuer; and
10 transmitting confirmation of registration of the user request to the retrieved registered
mobile number.
4. The method as claimed in claim 3, wherein the confirmation of registration of the user
request transmitted to the retrieved registered mobile number includes a unique request
15 identifier allocated to the user request.
5. The method as claimed in claim 3, wherein responsive to determining that the issuer
corresponding to the identified payment account does not own or controls operation of the
payment card machine, the second set of implementable actions are selected and
20 implemented, and wherein the second set of implementable actions comprises:
transmitting a notification corresponding to the user request to the issuer corresponding to
the identified payment account;
25 transmitting to the issuer a payment card machine identifier associated with the payment
card machine at which the user request has been received; and
retrieving a registered mobile number associated with the payment account from records of
the issuer; and
30
33
displaying at the payment card machine, confirmation regarding onward transmission of the
user request to the issuer.
6. The method as claimed in claim 1, wherein the payment card information is retrieved
5 from the payment card when the payment card is interfaced with a card reader integrated
within or coupled with the payment card machine.
7. The method as claimed in claim 1, wherein registering the received user request
comprises:
10
generating a user request identifier uniquely associated with the received user request;
generating a user request data record corresponding to the user request, comprising the user
request identifier, a payment account identifier associated with the payment card, and
15 information describing one or more action items corresponding to the received user request;
and
storing the generated user request data record in a memory within the payment card
machine or within a payment network associated with the payment card, or within an issuer
20 network associated with the payment card.
8. The method as claimed in claim 1, wherein the payment card machine is one of an
automated teller machine (ATM) and a point-of-sale (POS) terminal.
25 9. A payment card machine configured for enabling submission of a user request, the
payment card machine comprising:
a network transceiver;
30 a user interface; and
34
a processor configured to:
receive from the user interface, payment card information associated with a
payment card to which the user request corresponds;
5
identify a payment account associated with the received payment card information;
receive user input comprising information describing the user request;
10 parse the received user input;
identify the user request based on output from the parsing of the received user
input;
15 register the identified user request; and
select and implement one of a first set of implementable actions and a second set of
implementable actions, based on an outcome of determining whether an issuer
corresponding to the identified payment account owns or controls or enables
20 operation of the payment card machine.
10. The payment card machine as claimed in claim 9, configured such that the user
request is for any one of raising a complaint, triggering a dispute work flow or a complaint
work flow, or for raising a request that is unsupported by menu options provided by the
25 payment card machine.
11. The payment card machine as claimed in claim 9, configured such that responsive to
determining that the issuer corresponding to the identified payment account owns or
controls or enables operation of the payment card machine, the first set of implementable
30 actions are selected and implemented, and wherein the first set of implementable actions
comprises:
35
transmitting a notification corresponding to the user request to the issuer
corresponding to the identified payment account;
5 retrieving a registered mobile number associated with the payment account from
records of the issuer; and
transmitting confirmation of registration of the user request to the retrieved
registered mobile number.
10
12. The payment card machine as claimed in claim 11, configured such that the
confirmation of registration of the user request transmitted to the retrieved registered
mobile number includes a unique request identifier allocated to the user request.
15 13. The payment card machine as claimed in claim 11, configured such that responsive to
determining that the issuer corresponding to the identified payment account does not own
or controls operation of the payment card machine, the second set of implementable actions
are selected and implemented, and wherein the second set of implementable actions
comprises:
20
transmitting a notification corresponding to the user request to the issuer
corresponding to the identified payment account;
transmitting to the issuer a payment card machine identifier associated with the
25 payment card machine at which the user request has been received; and
retrieving a registered mobile number associated with the payment account from
records of the issuer; and
30 displaying at the payment card machine, confirmation regarding onward
transmission of the user request to the issuer.
36
14. The payment card machine as claimed in claim 9, configured such that the payment
card information is retrieved from the payment card when the payment card is interfaced
with a card reader integrated within or coupled with the payment card machine.
5
15. The payment card machine as claimed in claim 9, configured such that registering the
received user request comprises:
generating a user request identifier uniquely associated with the received user
10 request;
generating a user request data record corresponding to the user request, comprising
the user request identifier, a payment account identifier associated with the payment
card, and information describing one or more action items corresponding to the
15 received user request; and
storing the generated user request data record in a memory within the payment card
machine or within a payment network associated with the payment card, or within
an issuer network associated with the payment card.
20
16. The system as claimed in claim 9, wherein the payment card machine is one of an
automated teller machine (ATM) and a point-of-sale (POS) terminal.
17. A computer program product for enabling submission of a user request through a
25 payment card machine, comprising a non-transitory computer usable medium having a
computer readable program code embodied therein, the computer readable program code
comprising instructions for:
receiving from a user interface implemented within the payment card machine, payment
30 card information associated with a payment card to which the user request corresponds;
37
identifying a payment account associated with the received payment card information;
receiving user input comprising information describing the user request;
5 parsing the received user input;
identifying the user request based on output from the parsing of the received user input;
registering the identified user request; and
10
selecting and implementing one of a first set of implementable actions and a second set of
implementable actions, based on an outcome of determining whether an issuer
corresponding to the identified payment account owns or controls or enables operation of
the payment card machine.