Implement 4-eyes policy for approval tasks

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • The 4-eyes policy, implemented in the case dispute flow, can enhance your dispute management process. This policy ensures that two authorized individuals handle the critical tasks and establish an efficient risk control mechanism.

    The banking industry uses the 4-eyes principle, also known as the maker-checker concept, to mitigate risks. This principle involves one person executing a task or making a decision, while another person actively reviews and approves it.

    In a card dispute resolution process, this principle is implemented at the following steps:
    • Investigation > Manual investigation: After an agent completes the manual investigation task, a mandatory approval from a dispute manager is required to proceed further.
    • Chargeback > Review representment: After an agent completes the review representment task, a mandatory approval from a dispute manager is required to proceed further.