Dispute Management

ServiceNow® Dispute Management creates faster card transaction dispute resolution, improved compliance, and better cardholder experiences.

• About Dispute Management
  ServiceNow Dispute Management enables issuing banks to deflect card disputes, streamline data collection, and simplify payment exception operations.
• Setting up Dispute Management
  Set up your Dispute Management implementation by installing the required plugins.
• Card disputes data model
  This section outlines the card disputes data model and the tables installed with the disputes application.
• Dispute Intake in Portal
  With Financial Services Operations (FSO) card disputes intake in portal, you get the step-by-step guidance for the case flow process. It includes all the information you need to successfully complete each stage and its related tasks.
• Managing dispute service requests
  Dispute management enables agents to create dispute cases for both personal and business debit and credit card accounts, and automate the process of dispute routing and fraud-related activities. Learn how agents initiate, investigate, and resolve dispute cases for personal and commercial customers.
• Managing Visa disputes
  This page provides issuers the ability to understand the process of implementing the integration of ServiceNow® Financial Services Card Operations (card dispute playbook) with the Dispute Rules Content Pack for Visa application.
• Managing Mastercard disputes
  The Dispute Rules Content Pack for Mastercard leverages guided data collection and maps the data entered to a dispute reason code to ensure the proper categorization and processing of disputes.
• Working with Regulations
  This page provides dispute agents with the information they need to handle dispute cases effectively and allows dispute managers to monitor case progress and take necessary actions to ensure compliance. The integration with the Dispute Content Pack for US Regulations application helps issuers track dispute cases governed by US regulations (Reg E and Reg Z).
• Managing the Archive Dispute Service Cases rule
  Manage the archive rule that is provisioned in the Card Disputes Service Case table of the Financial Services Card Operations application. With this rule, your organization can meet your dispute service case archiving requirements. By default, inactive cases that are more than two years old are automatically archived.