Dispute decision tables

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Dispute Decision Tables

    Dispute decision tables in Dispute Management are essential for processing card disputes, providing structured decision logic based on dispute case details. Customers can utilize these tables to align the processing rules with their internal policies and procedures.

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    Key Features

    • Card Dispute Rules for Internal Policy: Defines financial actions such as provisional credits or denials based on dispute details.
    • Derive Dispute Category without Content Pack: Categorizes chargebacks when a content pack is not installed.
    • Derive Dispute Case Priority: Assigns priority levels based on various categories and codes.
    • Determine Chargeback Dispute Reason Code: Establishes reason codes for Visa disputes based on case categorization.
    • Determine Dispute Category: Identifies dispute categories via user responses to specific questions.
    • Dispute Document Rules: Specifies requirements for documents such as Written Statements of Unauthorized Debit (WSUD).

    Key Outcomes

    By configuring these decision tables, ServiceNow customers can enhance the efficiency of dispute management processes, ensuring accurate categorization, prioritization, and documentation of disputes. This customization allows businesses to tailor their dispute handling to meet specific operational needs, leading to improved customer satisfaction and streamlined workflows.

    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.
    Table 1. Dispute Management Decision Tables
    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
    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?

    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?
    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? 
    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).