Setting up Dispute Management

  • Release version: Xanadu
  • Updated September 27, 2024
  • 2 minutes to read
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    Summary of Setting up Dispute Management

    This guide helps ServiceNow customers implement Dispute Management for card payment disputes by installing and configuring key plugins and spoke integrations aligned with major card network providers like Visa, Mastercard, and Ethoca. It outlines the necessary components and content packs to manage dispute lifecycles, rule enforcement, and compliance with regulatory requirements.

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    Key Features

    • Financial Services Card Operations: Install the core application to import financial data and configure dispute management components.
    • Visa Spoke and Integration: Install Visa Spoke and the Visa Integration plugin to manage Visa card disputes using Visa Resolve Online (VROL), enabling transaction inquiries, merchant collaboration, and secure dispute processing.
    • Visa Dispute Rules Content Pack: Provides dispute intake questionnaires and categorization rules based on Visa guidelines. Includes chargeback eligibility rules aligned with Visa Core and Product and Service Rules.
    • Verifi Spoke: Integrates with Verifi CDRN API for early dispute resolution through API calls.
    • Mastercard Spoke and Dispute Rules Content Pack: Enables dispute management with Mastercard, including transaction inquiry and merchant collaboration. The content pack provides questionnaires and categorization rules per Mastercard guidelines and chargeback eligibility rules.
    • Ethoca Spoke: Integrates with Ethoca Consumer Clarity APIs to facilitate dispute management.
    • Dispute Content Pack for US Regulations: Supports compliance with US regulatory requirements (Regulation E and Z) by defining SLAs for dispute cases and providing landing page metrics to monitor risk and SLA breaches.
    • Now Assist for Financial Services Operations (Optional): Adds generative AI capabilities to automatically summarize disputes, enhancing operational efficiency.

    Practical Benefits

    • Enables comprehensive dispute lifecycle management tailored to specific card networks and regulatory standards.
    • Automates dispute categorization and chargeback eligibility checking, reducing manual effort and errors.
    • Improves collaboration with merchants and enhances security in handling dispute transactions.
    • Provides SLA tracking and compliance monitoring to mitigate regulatory risk.
    • Offers AI-driven dispute summarization to speed up case review and resolution.

    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.

    • Set up Visa Spoke

      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.

    • Set up Verifi Spoke

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

    • Set up Mastercard spoke

      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

      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 is designed to support 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.

    • (Optional) Install Now Assist for Financial Services Operations (FSO)

      Install Now Assist for Financial Services Operations (FSO) to leverage generative AI capabilities to generate dispute summarization.