--- sourceDocument: Australia Financial Services Operations sourceDocumentLink: https://www.servicenow.com/docs/r/australia/financial-services-operations Release : - australia ft:locale : - en-US ft:publication_title : - Australia Financial Services Operations ft:clusterId : - finso bundleId : - finso workflow : - Customer and Industry --- # Dispute decision tables # Dispute decision tables {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Dispute decision tables In ServiceNow's Dispute Management, decision tables provide configurable decision logic to streamline card dispute processing. These tables help automate key determinations throughout the dispute lifecycle, such as categorizing disputes, prioritizing cases, and deciding financial actions. The provided decision tables serve as examples and should be reviewed and customized to align with your organization's specific dispute processing policies. Show full answer Show less ## Key Features * **Card dispute rules for internal policy:** Determines financial actions on disputes, including issuing immediate provisional or final credits, denying credit, or no credit based on case details. These rules are extendable to match your policies. * **Dispute categorization:** Multiple tables derive dispute categories and subcategories based on factors like dispute reason, network ID, and questionnaire responses---enabling precise classification without requiring content packs. * **Case triage and prioritization:** Assigns priority to dispute cases using dispute category, transaction type, and ACH-specific codes (SEC codes), helping you manage workload effectively. * **Questionnaire determination:** Selects the appropriate questionnaire for the dispute playbook depending on reason codes, personas, card networks, and categories to capture relevant dispute details. * **Chargeback handling:** Determines chargeback reason codes for Visa and Mastercard disputes and selects eligibility subflows based on the network ID, facilitating accurate chargeback processing. * **Transaction outcome and workflow progression:** Establishes the final transaction status and next steps in the dispute workflow, ensuring smooth case management. * **Documentation rules:** Defines when specific documentation, such as a Written Statement of Unauthorized Debit (WSUD) for ACH disputes, is required. ## Practical Benefits for ServiceNow Customers By leveraging these decision tables, ServiceNow customers can automate and standardize dispute processing decisions, reducing manual effort and ensuring consistent application of internal policies. Customizing these tables allows organizations to tailor dispute categorization, prioritization, and financial resolutions to their unique business rules, improving operational efficiency and dispute resolution accuracy. Expect improved case triage, clearer guidance for dispute questionnaires, and automated routing of dispute outcomes within your ServiceNow environment, enabling faster and more reliable dispute management. Decision tables in Dispute Management provide decision logic for card dispute processing. The following table lists the decision tables used in Dispute Management. Note: The rules shown here are provided as example rules. Review and configure to reflect your own processing policy. {#dispute-decision-tables__table_u14_5q2_5cc__entry__2} | Decision table | Description | |-|-| | Card dispute rules for internal policy  | Determines the appropriate financial action based on the details of a dispute case. The results can be:  * Immediate provisional credit * Immediate final credit * Deny * No credit {#dispute-decision-tables__ul_h1s_dr2_5cc} Note: You can extend the predefined rules based on your own policies. | | Derive Dispute Category without Content Pack | Determines the chargeback dispute category based on the dispute category and dispute reason whenever a dispute content pack isn't installed. | | Derive Disputes Case Priority | Triages a dispute case based on the dispute category, transaction category, and SEC code (for ACH disputes). | | Derive Intake Answers from Chargeback Reason Code and Messages | Determines answers to the following questions, based on the reason code: * What is this dispute due to? * What is incorrect about this transaction? {#dispute-decision-tables__ul_xpl_y5p_jhc} The answer determines which questionnaire to render in the playbook. | | Determine chargeback dispute reason code  | Determines the chargeback reason code for Visa disputes based on the case categorization and the responses to the following questions: * What is incorrect about this transaction?  * This dispute is due to? {#dispute-decision-tables__ul_fz4_hr2_5cc} | | Determine Chargeback Subflow by Network ID | Determines which chargeback eligibility subflows run based on the network ID of the disputed transaction. | | Determine dispute category  | Determines the Dispute Case category based on the responses to the following questions:  * Do you recognize the merchant and the purchase?  * Did you provide authorization for the transaction?  * What is the issue that you're experiencing?  {#dispute-decision-tables__ul_d2r_kr2_5cc} | | Determine Dispute Category Options | Determines the dispute category options that are displayed in the dispute questionnaire (based on the Network ID). | | Determine Dispute Reason Options | Determines the dispute reason options that are displayed in the dispute questionnaire (based on the selected dispute category). | | Determine Dispute Transaction Outcome | Determines the outcome status of the transaction based on the chargeback category, dispute service, and representment/response/appeal status. | | Determine Next Activity Status | Determines the next activity in the card dispute workflow. | | Determine questionnaire table and view  | Used to determine the Dispute Case questionnaire based on persona, card network, and category. | | Determine Mastercard chargeback dispute reason code message | Determines the chargeback reason code. | | Determine Reason Code and Category Subflow by Network ID | Determines the reason code and category subflow based on the network ID of the disputed transaction. | | Dispute Document Rules | Determines whether an ACH dispute requires a Written Statement of Unauthorized Debit (WSUD). | [Table 1. Dispute Management Decision Tables] {#dispute-decision-tables__table_u14_5q2_5cc} **Related topics** * [Decision Tables](https://www.servicenow.com/docs/access?context=decision-table&version=australia&pubname=australia-application-development&ft:locale=en-US)