Mastercard Spoke

  • Release version: Zurich
  • Updated July 31, 2025
  • 9 minutes to read

    • Integrate your ServiceNow instance with Mastercard’s Mastercom API Suite (MCOM) and Mastercom Extended APIs (MCOM Extended) to manage the full card dispute lifecycle. Handle tasks such as searching transactions, creating claims, and processing chargebacks, pre-arbitration, and arbitration case filings efficiently.

    Request apps on the Store

    Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

    Integration Hub subscription

    This spoke requires an Integration Hub subscription. For more information, see Legal schedules - IntegrationHub overview.

    Spoke version

    Mastercard Spoke v3.0.1 is the latest version.

    Supported version

    This spoke was built for Mastercom v6.

    Key features

    Mastercard Spoke enables a flow designer to build workflows using actions that invoke Mastercom and Mastercom Extended. This includes the ability to:
    • Search transactions
    • Create claims and initiate chargebacks
    • Manage seamless filing of pre-arbitration and arbitration cases
    • Collaborate with merchants to prevent chargebacks
    • Monitor disputes throughout the dispute lifecycle
    • Expedite the end-to-end dispute management process
    • Manage disputes for cleared Single Message System original transactions with Mastercom Extended
    Note:
    The Mastercom API (MCOM) handles disputes for Dual Message System transactions, while the Mastercom Extended API (MCOM Extended) handles disputes for Single Message System transactions, which are primarily PIN debit and ATM transactions (such as Cirrus and Maestro). For more information, see the Mastercard developer documentation.

    Spoke requirements

    • Integration Hub subscription
    • Mastercard configuration details such as, certificate, key alias, consumer key, and keystore password

    Spoke dependencies

    Ensure that these dependent plugins are installed:
    • Complex Object (com.glide.cobject)
    • ServiceNow Integration Hub Runtime (com.glide.hub.integration.runtime)
    • ServiceNow Integration Hub Action Step - REST (com.glide.hub.action_step.rest)
    • ServiceNow Integration Hub Action Template - Data Stream (com.glide.hub.action_type.datastream)
    Note:
    Some of these plugins are licensable features and require appropriate licenses, if used outside the spoke implementation.

    Spoke actions

    The Mastercard Spoke provides actions to simplify card dispute resolution. Available actions include:
    • Actions with sensitive information - These actions contain sensitive information in the request and response body. When using Mastercom/Mastercom Extended APIs, it is recommended to use a Tokenization solution. This involves using a request builder to securely create requests and a response parser to handle encrypted API responses.
      Table 1. Mastercom actions with sensitive information
      Category Action Description
      Mastercom Chargeback Management Look up Chargeback Documents Request Builder Retrieves and parses chargeback-related documents in the required format.
      Look up Chargeback Documents Response Parser
      Mastercom Case Filing Management Create Case Request Builder Allows issuers or acquirers to file a pre-arbitration, arbitration, pre-compliance, or compliance case and optionally upload documents. They can also use the endpoint to create an Expedited Billing Dispute Form (EBDF) and attach it to the claim.
      Create Case Response Parser
      Look up Case Documents Request Builder Retrieves and parses documents associated with a case in the preferred format.
      Look up Case Documents Response Parser
      Transactions Look up Authorization Details of Transaction Request Builder Retrieves and parses authorization details for the original transaction involved in the claim.
      Look up Authorization Details of Transaction Response Parser
      Look up clearing Details of Transaction Request Builder Retrieves and parses clearing details for the original transaction involved in the claim.
      Look up Clearing Details of Transaction Response Parser
      Look up Transactions Request Builder Searches for and parses information about an original transaction to support claim-related actions.
      Look up Transactions Response Parser
      Claims Look up Claims in a Queue Request Builder Retrieves and parses a list of claims in the queue within the specified date range.
      Look up Claims in a Queue Response Parser
      Look up Claim Details by Claim ID Request Builder Retrieves and parses detailed information about a specific claim and its associated cases.
      Look up Claim Details by Claim ID Response Parser
      Table 2. Mastercom Extended actions with sensitive information
      Category Action Description
      Mastercom Extended - Claim Management Look up Claim Details by ID Request Builder - Extended Request Builder produces the request payload for this action. Use this endpoint to retrieve details for an existing claim.
      Look up Claim Details by ID Response Parser - Extended Parses the response from the search. Use this endpoint to retrieve details for an existing claim.
      Look up Claim Details Request Builder - Extended Request Builder produces the request payload for this action. Use this endpoint to retrieve a list of claims.
      Look up Claim Details Response Parser - Extended Parses the response of the searchClaim. Use this endpoint to retrieve a list of claims.
      Mastercom Extended - Transaction Management Look up Transactions Request Builder - Extended Request Builder produces the request payload for this action. Use this endpoint to search for transactions.
      Look up Transactions Response Parser - Extended Parses the response from the search. Use this endpoint to search for transactions.
      Mastercom Extended - Case Filing Document Management Look up Processed Documents by Case ID Request Builder - Extended Request Builder for Retrieve processed documents associated with cases API. Use this endpoint to retrieve all documents from a case. The documents include any documents attached by any party.
      Look up Processed Documents by Case ID Response Parser - Extended Parses response of the Retrieve processed documents associated with cases. Use this endpoint to retrieve all documents from a case. The documents include any documents attached by the sender, receiver, or both.
      Mastercom Extended - Document Management Look up Processed Documents by Document Completed ID Request Builder - Extended Request Builder for Retrieve processed documents API. Use this endpoint to retrieve processed documents.
      Look up Processed Documents by Document Completed ID Response Parser - Extended Response Parser for Retrieve processed documents API endpoint. Use this endpoint to retrieve processed documents.

      The following example illustrates the solution overview when it integrates with a Tokenization solution: Tokenization solution overview.

    • Actions with non-sensitive information - You can directly invoke these Mastercom/Mastercom Extended APIs from your ServiceNow instance.
      Table 3. Actions with non-sensitive information
      Category Action Description
      Mastercom Case Filing Management Look up Cases Status Allows issuers and acquirers search for the status of documents for a specific list of cases.
      Take Action on Case Allows issuers or acquirers take action on a case filing, such as accept, reject, rebut, escalate, or withdraw, with or without attaching documents.
      Look up List of Claims Allows issuers or acquirers retrieve a list of claims associated with the existing cases.
      Mastercom Chargeback Management Acknowledge Chargebacks Moves a chargeback or second representment from the Unworked queue to the Worked queue.
      Create Chargeback Creates chargebacks and second presentments with the option to upload supporting documents.
      Load Data for Chargebacks Obtains information about a potential first chargeback or second presentment before creating the chargeback.
      Look up Chargeback Documents Retrieves documents in the required format associated with the chargeback type.
      Look up Chargeback Image Status Retrieves documents with a status (completed, pending, failed, unavailable, or document not applicable) for chargebacks.
      Look up Status of Chargebacks
      Retrieves the status of documents for a specific list of claim IDs and chargeback IDs.
      Note:
      Issuers and acquirers can send a maximum of 2,000 chargeback IDs in a single request.
      Reverse Chargeback Reverses an existing chargeback when the issuer or acquirer creates a chargeback in error.
      Update Chargeback Updates existing chargebacks with memos or documents.
      Mastercom Claim Management Create Claim Issuers use this endpoint to create a claim, which is required before creating a retrieval request or a first chargeback.
      Take Action on Existing Claim Issuers use this endpoint to perform operations (reopen or close) on an existing claim.
      Mastercom Fraud Management Create Fraud Creates a fraud item when the issuer determines that a transaction was fraudulent.
      Note:
      Mastercom enables issuers to create fraud items in the Fraud and Loss database. However, issuers must use the Fraud and Loss application to make further updates to fraud items.
      Look up Fraud Related Information Issuers use this endpoint to obtain fraud-related information associated with a claim before creating a fraud item for the claim.
      Mastercom Queues Management Look up Queue Names Retrieves a list of queue names.
      Health Check Look up API Suite Health Retrieves the status of the Mastercom API suite.
      Table 4. Mastercom Extended actions with non-sensitive information
      Category Action Description
      Mastercom Extended - Case Filing Document Management Attach Document by Case ID - Extended Use this endpoint to attach a new document to an existing case when the previous document failed to process. Document processing status can be retrieved from the GET /cases/documents/attributes endpoint.
      Look up Statuses for Documents Associated with Cases - Extended Use this endpoint to retrieve the processing status of documents associated with cases.
      Mastercom Extended - Case Filing Management Create Pre-Arbitration/Arbitration Case - Extended Use this endpoint to create a pre-arbitration or arbitration case.
      Look up Case Details by ID - Extended Use this endpoint to retrieve details for an existing case, providing comprehensive information about the case.
      Update Pre-Arbitration/Arbitration Case - Extended Use this endpoint to update or respond to a pre-arbitration or arbitration case.
      Update Pre-Compliance/Compliance Case - Extended Use this endpoint to update or respond to a pre-compliance or compliance case.
      Mastercom Extended - Chargeback Management Create Chargeback Reversal - Extended Use this endpoint to reverse existing chargebacks.
      Mastercom Extended - Claim Management Create Claim - Extended Use this endpoint to create a new claim.
      Create Pre-Compliance/Compliance Case - Extended Use this endpoint to create a pre-compliance or compliance case.
      Mastercom Extended - Dispute Management Initiate a Dispute by Claim ID - Extended Use this endpoint to initiate a dispute. At this time, only creating a chargeback is supported.
      Mastercom Extended - Document Management Attach Documents by Claim ID and Event ID - Extended Use this endpoint to attach previously uploaded documents to existing dispute events.
      Check Document Details - Extended Use this endpoint to get the details of documentation attached to their events, including status.
      Upload Documents - Extended

      Use this endpoint to upload documents.

      To see details about file restrictions, refer to the Tutorials and Guides section of the Mastercom Extended API Specifications.
      Mastercom Extended - Queue Management Look up Claims in a Queue by ID Stream - Extended Use this endpoint to retrieve a list of claims in a queue within a specified date range.
      Look up Queue by ID - Extended Use this endpoint to retrieve fields within a specific queue.
      Look up Queues Stream - Extended Use this endpoint to retrieve a list of queues and their fields.
      Mastercom Extended - Report Definition Management Look up Report Fields - Extended Use this endpoint to retrieve fields within a specific report.
      Look up Report Fields Stream - Extended Use this endpoint to retrieve a list of reports and their fields.
      Mastercom Extended - Report Management Create a Report - Extended Use this endpoint to request the creation of report. NOTE: The system requires at least 120 seconds to generate a report.
      Look up Completed Report - Extended Use this endpoint to retrieve a completed report.
      Look up Report Status - Extended Use this endpoint to retrieve the status of a specific report.
      Look up Reports Stream - Extended Use this endpoint to obtain a report status and reportCompletedId.
      Mastercom Extended - Representment Management Update Representment by Claim ID and Event ID - Extended Use this endpoint to acknowledge a representment, which moves the claim to the Worked queue. Issuers may take further actions on acknowledged claims.

    Connection and credential alias requirements

    Integration Hub uses aliases to manage connection and credential information, and OAuth credentials. Using an alias eliminates the need to configure multiple credentials and connection information profiles when using multiple environments. If the connection or credential information changes, you don't need to update any actions that use the connection.

    For information about setting up the spoke, see Set up Mastercard spoke