--- 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 --- # Intake # About dispute intake {#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 About dispute intake The dispute intake process in ServiceNow Financial Services Operations (FSO) is designed to efficiently capture all relevant information needed to manage dispute cases for card and ACH transactions. This process can be accessed through the Customer or Consumer Service Portals, Agent Workspace, or via an AI-powered Virtual Agent chatbot. The goal is to simplify data collection, enhance accuracy, and streamline the dispute resolution workflow. Show full answer Show less ## Key Features * **Dispute Intake Form:** Gathers comprehensive information before submitting claims to card networks or processing ACH disputes. It uses a detailed questionnaire to determine dispute reason codes based on case type and specific responses, such as transaction authorization. * **Event Inquiry Application:** Automates the intake process by storing questions and managing the questionnaire data model. Key tables like Intake Form and Intake Form Label support customization and mapping of dispute questions. * **Unified Generic Questionnaire Design:** Provides a seamless and standardized intake experience for both card and non-card transactions. It dynamically adjusts questions based on the transaction's Network ID, ensuring only relevant questions are asked and responses are automatically applied to disputed transactions. * **Disputes Intake via Virtual Agent:** An AI skill that uses a chatbot to collect dispute information from customers, inferring answers to auto-fill dispute forms. This reduces customer effort and decreases agent workload by automating the intake process. * **Self-Service Dispute Submission:** Customers and contact center agents can initiate and manage dispute cases via step-by-step guidance in the Customer or Consumer Service Portals, including uploading supporting documents and submitting cases for investigation. ## Benefits for ServiceNow Customers * Improved efficiency in dispute data collection and management through automation and intelligent workflows. * Enhanced customer experience with streamlined, relevant questioning and AI-assisted intake via Virtual Agent. * Consistent and unified dispute intake process across multiple transaction networks, simplifying case handling and reducing errors. * Flexibility for agents and customers to initiate disputes via multiple channels, supporting faster resolution and better case tracking. * Customizable questionnaire and intake forms via the Event Inquiry application allow organizations to tailor the process to specific business needs. The dispute intake process is designed to capture the relevant information required for capturing dispute details. This can be through the customer or consumer service portal, agent workspace, or via Disputes intake via Virtual Agent. ## About dispute intake form {#dispute-intake-overview__section_g1q_mfb_fdc} The dispute intake form is designed to gather all necessary information before submitting a claim to the card network or processing an ACH dispute. The field questionnaire includes a variety of questions that help identify the dispute reason code based on the case type and responses to specific questions such as "Did you authorize this transaction?". The Event Inquiry application provides a comprehensive overview of the events that led to the dispute. To understand how the Event Inquiry application works and how to customize the dispute intake form, see [Configure intake questionnaire](https://www.servicenow.com/docs/VJSdYvMZzHTeCk3m39BRzw "Configure the questionnaire that appears for dispute agents or account holders when they initiate a dispute."). The intake process simplifies data collection, making it easier for dispute agents to complete the intake and assess chargeback eligibility. This streamlined approach ensures that all relevant information is captured efficiently, enhancing the overall dispute resolution process. ## About Event Inquiry application {#dispute-intake-overview__section_djk_bxz_2dc} The Event Inquiry application stores all questions and automates the intake process, which helps gather detailed information for each dispute. This streamlines processing and improves efficiency. Key tables in Event Inquiry include: Intake Form \[sn_evnt_inq_qtn\] : Serves as the base table for the dispute intake tables in FSO Card Operations. Intake Form Label \[sn_evnt_inq_question\] : Provides the labels for a specific field on a specific table, and admins can do that mapping. ## Questionnaire data model {#dispute-intake-overview__section_lfc_ry1_fdc} The Dispute Intake form has been extended into the Dispute Intake table. The table includes both cardholder and agent related questions, while the Dispute Cardholder Intake table addresses cardholder-related questions. These tables are available in Financial Services Card Operations. Figure 1. Questionnaire data model ## Unified intake experience with a generic questionnaire design {#dispute-intake-overview__section_c13_crs_bdc} The dispute intake process provides a unified experience enabling cardholders, account holders, contributors, and agents to raise disputes for both card and non-card (ACH) transactions seamlessly. Using a generic questionnaire design streamlines the dispute resolution process across different card and non-card networks. Each network has unique questions for specific transactions. When a customer initiates a dispute and selects a transaction, the system triggers a set of generic questions in the case workflow. If the case involves only one transaction, a single dispute questionnaire activity will include all required questions. For disputes involving multiple transactions in a single case, a common questionnaire provides a unified approach for gathering insights into the dispute. The system updates this set with transaction-specific questions, ensuring that only relevant questions for the appropriate Network ID of the transaction are asked. These responses are automatically applied to the disputed transactions. Users can review and update them under the Fill Additional Questionnaire activity when adding transaction-specific details. A generic questionnaire design: * Improves the experience for both customers and agents by asking only the necessary questions relevant to the Network ID of the transaction. * Enables for seamless collection of standardized questions across different transaction networks, with easy updates as needed for each network. * Simplifies the data model across multiple transaction networks, optimizing the dispute processing regardless of the network involved. {#dispute-intake-overview__ul_j5y_hkj_ddc} ## Disputes intake via Virtual Agent {#dispute-intake-overview__section_kdz_lw1_5jc} Disputes intake via Virtual Agent is an AI skill that enhances the customer experience by performing dispute intake with a chat bot. The skill infers answers and fills out dispute forms automatically based on the customer's responses in chat. This can streamline the card dispute submission process for customers, and reduce workloads for live agents. For more information, see [Disputes intake via Virtual Agent](https://www.servicenow.com/docs/Whc0WnqkdTGsObyo7GjPoQ "Disputes intake via Virtual Agent is an AI skill that uses a chat bot to collect card dispute information from customers. This streamlines the submission process and reduces workloads for live agents by using AI to infer answers and fill out dispute forms automatically."). * **[Disputes intake via Virtual Agent](https://www.servicenow.com/docs/Whc0WnqkdTGsObyo7GjPoQ)** Disputes intake via Virtual Agent is an AI skill that uses a chat bot to collect card dispute information from customers. This streamlines the submission process and reduces workloads for live agents by using AI to infer answers and fill out dispute forms automatically. * **[Create a dispute case with Dispute Intake in Portal](https://www.servicenow.com/docs/oAeREMhgdn4gyNrY9n2uKA)** Whether you're a contact or a consumer, you can create a dispute case with a step-by-step guidance for the case flow process in either the Customer Service Portal or Consumer Service Portal, respectively. * **[Initiate a dispute](https://www.servicenow.com/docs/ccn5ppsn1sNlASSNBFoIfQ#create-case-with-intake-workspace)** Create a dispute case and initiate the dispute for a transaction associated with an account. You can enter dispute information, fill out the dispute questionnaire, upload supporting documentation, and submit the case for investigation. * **[Create a card disputes case request from the service catalog](https://www.servicenow.com/docs/gPy7ZBFy4pO6omMnPejthQ)** Create a card disputes case request from the Customer or Consumer Service Portals by navigating to the service catalog.