Set up Dispute Management

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Set up Dispute Management

    This guide outlines the essential steps for ServiceNow customers to implement Dispute Management for financial services card operations. It emphasizes installing key plugins and configuring components to manage card disputes effectively across major payment networks like Visa and Mastercard, as well as compliance with US regulations and ACH dispute handling.

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    Key Setup Components

    • Financial Services Card Operations: Install this application to import financial services data and configure core dispute management components.
    • Visa Spoke and Visa Integration: For Visa network users, install these plugins to facilitate dispute management through Visa Resolve Online (VROL). They enable transaction inquiries, merchant collaboration, questionnaire submission, and dispute lifecycle event handling.
    • Visa Dispute Rules Content Pack: Provides dispute intake questionnaires and categorization rules aligned with Visa guidelines. Enables running chargeback eligibility rules based on Visa Core and Product/Service Rules.
    • Mastercard Spoke and Dispute Rules Content Pack: For Mastercard network users, install these to manage disputes with Mastercard, including transaction inquiry, merchant collaboration, and eligibility checks per Mastercard rules.
    • Verifi and Ethoca Spokes: Integrate with Verifi CDRN API for early dispute resolution and Ethoca Consumer Clarity APIs for enhanced dispute handling.
    • Dispute Content Pack for US Regulations: Supports compliance with Regulation E and Regulation Z by defining SLAs and tracking dispute cases through their lifecycle, including risk and breach metrics.
    • Dispute Rules Content Pack for Nacha: Enables agents to check eligibility of ACH transaction disputes using Nacha operating guidelines and return reason codes.
    • Card Data Security: Implements PCI DSS compliance by tokenizing sensitive cardholder data within dispute workflows to protect Primary Account Numbers (PANs) and documents.

    Configuration and Enhancements

    • ServiceNow Otto for Financial Services Operations (FSO): Configure this to leverage agentic and generative AI capabilities to enhance dispute handling.
    • Dispute Intake Questionnaires: Customize the questions presented to agents or account holders initiating disputes to improve data capture and processing.
    • Virtual Agent Dispute Intake: Enable a conversational interface for customers to submit card disputes via ServiceNow Otto, providing a streamlined, user-friendly experience.
    • Agentic Workflow for Friendly Fraud: Utilize this workflow to assist agents in analyzing friendly fraud cases, deciding on actions, and drafting customer responses efficiently.

    Practical Benefits for ServiceNow Customers

    • Comprehensive dispute management tailored to major card networks and regulatory requirements.
    • Improved security and compliance through data tokenization and adherence to PCI DSS standards.
    • Enhanced agent productivity and customer experience using AI-powered workflows and virtual agent interfaces.
    • Centralized dispute lifecycle management with monitoring, SLA tracking, and eligibility evaluation based on industry-standard rules.

    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.

    • 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.

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

    • 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.

    • 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 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

      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

      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)

      Configure ServiceNow Otto for Financial Services Operations (FSO) to leverage agentic and generative AI capabilities.