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3 hours ago
Disputes Content Pack for Card Network Rules
Objective
FSO Disputes ships without network-specific dispute logic by default. Dispute Rules Content Packs are the modular components that deliver that logic: intake questionnaires, reason code mappings, and chargeback eligibility decision tables for each card network. This article covers the three card network content packs (Visa, Mastercard, and Nacha) â what each provides, its dependencies, and the full installation sequence. US regulatory SLA enforcement is covered separately in FSO Disputes Content Pack for US Regulations.
What Are Content Packs?
Dispute Rules Content Packs are modular application components that sit on top of the base Financial Services Card Operations application. Each content pack delivers the network- or regulation-specific logic that the base application does not include out-of-the-box: intake questionnaires, reason code mappings, chargeback eligibility decision tables, and SLA definitions.
Card networks (Visa and Mastercard) publish bi-annual updates to their chargeback rules, reason codes, and dispute guidelines, typically aligned to their April and October release cycles. ServiceNow delivers updated chargeback eligibility rules and questionnaire content through new content pack versions on the ServiceNow Store. Institutions should plan for semi-annual content pack updates as a recurring operational activity, not a one-time setup task.
Card Network Content Packs
| Content Pack | What It Provides | Key Dependencies |
|---|---|---|
| Dispute Rules Content Pack for Visa [sn_bom_visa_cp] | Visa VROL intake questionnaire and chargeback eligibility rules per Visa Core Rules and Product and Service Rules. Covers Fraud, Authorization, Processing Errors, Consumer Disputes. | Required for Visa VROL integration. Depends on Financial Services Card Operations [com.sn_bom_credit_card]. |
| Dispute Rules Content Pack for Mastercard [sn_bom_mcard_cp] | Mastercard intake questionnaire and chargeback rules per Mastercard Chargeback Guide. Covers Authorization, Point of Interaction Error, Fraud, Cardholder Disputes, Installment Billing. | Depends on Financial Services Card Operations AND Dispute Rules Content Pack for Visa. Install Visa content pack first. |
| Dispute Rules Content Pack for Nacha [sn_bom_nacha_cp] | ACH return reason codes (10 codes with predefined logic) per Nacha operating guidelines. Includes WSUD document workflow and a KB article for chargeback eligibility reference. | Depends on Financial Services Card Operations only. Independent of Visa/Mastercard packs. |
Installation Order and Dependencies
Install content packs in the following sequence to avoid dependency errors:
- Financial Services Card Operations [com.sn_bom_credit_card]: base application. Must be installed first.
- Dispute Rules Content Pack for Visa [sn_bom_visa_cp]: required before the Mastercard content pack can be installed.
- Dispute Rules Content Pack for Mastercard [sn_bom_mcard_cp]: depends on both the base app and the Visa content pack.
- Dispute Rules Content Pack for Nacha [sn_bom_nacha_cp]: depends on base app only. Can be installed independently of Visa/Mastercard packs.
- Disputes Content Pack for US Regulations [sn_disp_reg_cp_us]: depends on base app. Install before go-live for any US issuer. See FSO Disputes Content Pack for US Regulations for full Reg E and Reg Z SLA details.
- Card Data Security [sn_data_sec]: requires tokenizer service provisioning and OAuth setup before install.
- Now Assist for FSO: install last. Enables generative AI case summarization and Virtual Agent dispute intake.
What's Next
Explore each content pack in depth:
- Visa content pack details: Dispute Rules Content Pack for Visa (ServiceNow Docs)
- Mastercard content pack details: Dispute Rules Content Pack for Mastercard (ServiceNow Docs)
- Nacha content pack details: Dispute Rules Content Pack for Nacha (ServiceNow Docs)
- For Reg E and Reg Z SLA definitions installed by the US Regulations pack, see FSO Disputes Content Pack for US Regulations.
- For the data objects and fields these packs populate, see FSO Disputes Data Model and Core Data Objects.
- For the roles that manage content pack configuration, see FSO Disputes Roles and Personas.
Have questions about content pack installation or updates? Post them in the FSO Community Forum.
