--- 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 --- # Configure # Set up Dispute Management {#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 Set up Dispute Management This guide helps ServiceNow customers implement Dispute Management by installing and configuring essential plugins and components tailored for card payment dispute workflows. It supports integration with major card network providers like Visa, Mastercard, Ethoca, and Verifi, while enabling compliance with regulatory requirements and enhancing security through tokenization. Show full answer Show less ## Key Setup Components * **Financial Services Card Operations:** Install the main application, import financial services data, and configure components to manage card disputes. * **Visa Spoke and Visa Integration:** Install these plugins if Visa is your payment network to manage disputes using Visa Resolve Online (VROL), perform transaction inquiries, order insights, and collaborate with merchants securely. * **Mastercard Spoke:** For Mastercard card providers, install to manage disputes and leverage secure transaction and merchant collaboration actions. * **Ethoca and Verifi Spokes:** Integrate with Ethoca Consumer Clarity APIs and Verifi CDRN API suite respectively, enabling early dispute resolution and enhanced dispute management. * **Dispute Rules Content Packs:** Install Visa and Mastercard content packs to utilize official dispute questionnaires and categorization rules, including chargeback eligibility based on card network-specific rules. * **Dispute Content Pack for US Regulations:** Supports compliance with Regulation E and Z by providing SLA definitions and tracking metrics to monitor dispute case statuses. * **Dispute Rules Content Pack for Nacha:** Provides guidelines and eligibility checks for ACH transaction disputes according to Nacha operating rules. * **Card Data Security:** Implements PCI DSS compliance by tokenizing sensitive cardholder data such as Primary Account Numbers (PANs) in dispute workflows. ## Configuration and Enhancements * **ServiceNow Otto for Financial Services Operations (FSO):** Configure to enable agentic and generative AI capabilities for improved dispute intake and handling. * **Dispute Intake Questionnaires:** Customize the questions presented to dispute agents or cardholders to capture relevant information during dispute initiation. * **Virtual Agent Integration:** Admins can configure a conversational Virtual Agent in ServiceNow Otto for customers to submit card disputes efficiently. * **Friendly Fraud Workflow:** Utilize an agentic workflow to assist agents in analyzing friendly fraud, deciding on actions, and drafting customer communications. ## Benefits for ServiceNow Customers * Streamlined dispute management tailored to specific card networks and regulatory requirements. * Enhanced security through PCI DSS-compliant tokenization of cardholder data. * Improved agent productivity and customer experience via AI-powered workflows and Virtual Agent dispute intake. * Centralized monitoring and SLA tracking for effective dispute resolution and regulatory compliance. Set up your Dispute Management implementation by installing the required plugins. ## Configuration overview {#setting-up-disputes-management__cf-config-parent-checklist} * [Install Financial Services Card Operations](https://www.servicenow.com/docs/JIuuD3Xg~mBxkmlpGOU96Q "You can install the Financial Services Card Operations application (sn_bom_credit_card) if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.") 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](https://www.servicenow.com/docs/access?context=set-up-visa-spoke&version=australia&pubname=australia-integrate-applications&ft:locale=en-US) 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](https://www.servicenow.com/docs/lsnuI0c999yGKsVaPXUPhQ "If you have the admin role, you can install the Financial Services Operations Integration with Visa application.") 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](https://www.servicenow.com/docs/qiiivYIR0TX8GuiEj3jziQ "If you have the admin role, you can install the Dispute Rules Content Pack for Visa application.") 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](https://www.servicenow.com/docs/access?context=set-up-verifi-spoke&version=australia&pubname=australia-integrate-applications&ft:locale=en-US) Use Verifi Spoke to integrate with the Verifi CDRN API suite and perform API calls to perform early dispute resolution. * [Set up Mastercard spoke](https://www.servicenow.com/docs/access?context=set-up-mastercard-spoke&version=australia&pubname=australia-integrate-applications&ft:locale=en-US) 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](https://www.servicenow.com/docs/access?context=set-up-ethoca-spoke&version=australia&pubname=australia-integrate-applications&ft:locale=en-US) Use the Ethoca spoke to integrate with Ethoca Consumer Clarity APIs. * [Install the Dispute Rules Content Pack for Mastercard](https://www.servicenow.com/docs/kqCc_ABLAUDGMFM1JNL5zw "If you have the admin role, you can install the Dispute Rules Content Pack for Mastercard application.") 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](https://www.servicenow.com/docs/qYZxIV7MlAF9qwlyQC~KvQ "If you have the admin role, you can install the Dispute Content Pack for US Regulations application.") Dispute Content Pack for US Regulations supports 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 the Dispute Rules Content Pack for Nacha](https://www.servicenow.com/docs/KtLH0igYoGGWSTdQZinkaA "If you have the admin role, you can install the Dispute Rules Content Pack for Nacha application.") The Dispute Rules Content Pack for Nacha gives agents access to Nacha operating guidelines to check the eligibility of disputed automated clearing house (ACH) transactions. It provides a central reference for ACH return reason codes and the logic used to determine them based on the operating guidelines. * [Install and configure Card data security](https://www.servicenow.com/docs/sqvKMHPvHH70g0JdEherSw "Plan and configure your implementation of Card Data Security by following the tasks listed in this configuration overview.") Card data security helps organizations adhere to Payment Card Industry Data Security Standard (PCI DSS) requirements by protecting cardholder data. It provides a tokenizer service that substitutes sensitive data in dispute workflows---such as Primary Account Numbers (PANs) and documents---with non-sensitive equivalent values called tokens. * [Configure ServiceNow Otto for Financial Services Operations (FSO)](https://www.servicenow.com/docs/Fim8Odxkl~iCpbY9KQwRSg "If you have the admin role, you can configure the ServiceNow Otto for Financial Services Operations (FSO) application so that your agents can use case summarization skills in Financial Services Workspace and Core UI.") Configure ServiceNow Otto for Financial Services Operations (FSO) to leverage agentic and generative AI capabilities. {#setting-up-disputes-management__cf-config-parent-tasks-ul} * **[Configure additional questions for dispute intake](https://www.servicenow.com/docs/VJSdYvMZzHTeCk3m39BRzw)** Configure the questionnaire that appears for dispute agents or account holders when they initiate a dispute. * **[Configure Disputes intake via Virtual Agent in ServiceNow Otto for Financial Services Operations (FSO)](https://www.servicenow.com/docs/2tEcaWkvtkmy3WRfjMcR0w)** If you have the admin role, you can configure Disputes intake via Virtual Agent in ServiceNow Otto for Financial Services Operations (FSO). This provides a conversational experience for your customers to submit card disputes. * **[Help resolve friendly fraud disputes agentic workflow](https://www.servicenow.com/docs/Luk8A_lOuYBcgYcAyJo1EA)** Use this agentic workflow to assist human agents with analyzing friendly fraud cases, selecting a course of action, and drafting a decision response to customers. **Related reference** * [Card Disputes data model](https://www.servicenow.com/docs/dZT7txQzrRF3Ifwhp5PBPQ "This section outlines the card disputes data model and the tables installed with the disputes application.")