Set up Dispute Management

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Set up Dispute Management

    This guide outlines the essential steps to set up Dispute Management in ServiceNow for financial services, specifically focusing on card dispute handling. It covers installing key plugins and configuring components to manage dispute lifecycles effectively with major card networks and regulatory requirements.

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    Configuration Steps

    • Install Financial Services Card Operations: Begin by installing this application to import necessary financial services data and configure core components.
    • Set up Visa Spoke and Visa Integration: If Visa is your card payment provider, install the Visa Spoke to handle disputes with Visa Resolve Online (VROL). This enables transaction inquiries, merchant collaboration, and secure dispute actions. The Visa Integration plugin installs Visa Spoke if not already present and manages dispute lifecycle events and questionnaires.
    • Install Dispute Rules Content Pack for Visa: Provides dispute intake questionnaires and categorization rules following Visa guidelines, enabling rules-based chargeback eligibility checks.
    • Set up Verifi Spoke: Integrate with Verifi's CDRN API suite to support early dispute resolution through API calls.
    • Set up Mastercard Spoke and Ethoca Spoke: For Mastercard users, install these spokes to manage disputes with Mastercard and Ethoca Consumer Clarity APIs. Includes transaction inquiry, merchant collaboration, and secure dispute management.
    • Install Dispute Rules Content Pack for Mastercard: Similar to Visa’s pack, this provides questionnaires and categorization rules aligned with Mastercard guidelines, supporting chargeback eligibility checks.
    • Install Dispute Content Pack for US Regulations: Supports regulatory compliance with Regulation E and Regulation Z by providing SLA definitions and metrics to monitor dispute cases through their lifecycle and identify risks or breaches.
    • Install Now Assist for Financial Services Operations (FSO): Leverages generative AI capabilities for case summarization and dispute intake via Virtual Agent, enhancing agent and account holder interactions.
    • Configure Dispute Intake Questionnaires: Customize the questions presented to dispute agents or account holders during dispute initiation to capture relevant information effectively.

    Practical Benefits for ServiceNow Customers

    • Enables comprehensive management of card dispute lifecycles aligned with major card network protocols (Visa, Mastercard) and regulatory requirements.
    • Supports integration with external networks and APIs (Visa Resolve Online, Verifi, Ethoca) for streamlined dispute resolution.
    • Provides rule-based dispute categorization and chargeback eligibility checks to improve accuracy and compliance.
    • Delivers SLA tracking and monitoring tools to manage dispute case risks and regulatory adherence.
    • Enhances user experience with AI-driven case summarization and Virtual Agent dispute intake.

    Set up your Dispute Management implementation by installing the required plugins.

    Configuration overview

    • Install Financial Services Card Operations

      Set up your implementation for Financial Services Card Operations by installing the application, importing financial services data, and reviewing and configuring the application's components.

    • Set up Visa Spoke

      Install Visa Spoke if Visa is your card payment network provider. Use the spoke to manage card disputes with Visa Resolve Online (VROL). Leverage Visa Spoke actions to perform transaction inquiry, order insight digital, collaborate with merchants, and perform other functions with enhanced security.

    • Install Financial Services Operations Integration with Visa

      Install the Visa Integration plugin if Visa is your card payment network provider. This plugin installs Visa Spoke which is a dependent plugin if it is not already installed. Manage dispute lifecycle with events like case creation and submit questionnaires amongst others. Data model elements to capture the information used at sub-flows.

    • Install the Dispute Rules Content Pack for Visa

      Dispute Rules Content Pack for Visa provides the questionnaire for intake of a dispute and dispute categorization rules as per Visa guidelines. Run chargeback eligibility rules based on Visa Core Rules and Visa Product and Service Rules.

    • Set up Verifi Spoke

      Use Verifi Spoke to integrate with the Verifi CDRN API suite and perform API calls to perform early dispute resolution.

    • Set up Mastercard spoke

      Install Mastercard Spoke if Mastercard is your card payment network provider. Use the spoke to manage card disputes with Mastercard. Leverage Mastercard spoke actions, to perform transaction inquiry, order insight digital, collaborate with merchants, and perform other functions with enhanced security.

    • Set up Ethoca spoke

      Use the Ethoca spoke to integrate with Ethoca Consumer Clarity APIs.

    • Install the Dispute Rules Content Pack for Mastercard

      Dispute Rules Content Pack for Mastercard provides the questionnaire for intake of a dispute and dispute categorization rules as per Mastercard guidelines. Run chargeback eligibility rules based on Mastercard Rules.

    • Install the Dispute Content Pack for US Regulations

      Dispute Content Pack for US Regulations is designed to support monitoring dispute cases effectively and take necessary actions. This application provides SLA definitions pertaining to Regulation E (Reg E) and Regulation Z (Reg Z) and tracks the dispute cases during the life cycle. Provides SLA definitions for dispute management applications and landing page metrics to track dispute cases that are under risk or breached.

    • Install Now Assist for Financial Services Operations (FSO)

      Install Now Assist for Financial Services Operations (FSO) to leverage generative AI capabilities.