Working with Regulations
Summarize
Summary of Working with Regulations
This content is designed to help dispute agents and managers effectively handle and monitor dispute cases, ensuring compliance with US regulations such as Reg E and Reg Z. It integrates with the Dispute Content Pack for US Regulations to provide issuers with tools to track dispute cases governed by these rules.
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Managing Card Dispute Cases
Agents create and manage card dispute cases using the dispute service case and related tasks, following defined workflows. Disputes progress through multiple stages to resolution, supporting efficient case handling.
Dispute Categories
Disputes are categorized into four main types, which align with card network rules and reason codes:
- Fraud: Unauthorized transactions by the cardholder.
- Authorization: Transactions completed without proper authorization.
- Processing Error: Transactions processed incorrectly due to merchant errors or non-compliance with card network rules.
- Consumer: Disputes related to the quality or receipt of goods or services.
Dispute Questionnaire
When disputes are initiated, agents and cardholders receive tailored questions designed to simplify information gathering. Clear, straightforward questionnaires facilitate easier and faster responses, improving the intake process.
Dispute Decision Tables
Decision tables provide the logic for dispute processing. For example, the Reg E resolution days decision table sets the timeframe (default 45 days) for resolving cases based on transaction type and country. These tables ensure consistent and rule-compliant dispute management.
Dispute Content Pack for US Regulations
This ServiceNow content pack equips financial institutions with predefined rules and workflows that comply with US dispute management regulations. It helps issuers track dispute cases aligned with regulatory requirements, ensuring legal compliance and streamlined dispute resolution.
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).
Creating card dispute case
Agents can manage dispute cases for their customers by using the dispute service case and its tasks. To learn on how to create a card dispute case, seeCreate a card dispute service case.
This process includes various stages. For more details on these stages, see Dispute workflows.
Dispute categories
- Fraud
- This applies when the cardholder did not authorize or participate in the transaction.
- Authorization
- This applies when a transaction required authorization but the merchant completed it without receiving it.
- Processing Error
- This applies when a transaction is processed incorrectly due to a technical or operational mistake by the merchant, or when it’s processed correctly but not according to card network rules.
- Consumer
- This applies when the cardholder disputes an issue with a merchant regarding the quality or receipt of goods or services.
Dispute questionnaire
When a dispute agent or cardholder opens a dispute, they are presented with a corresponding set of questions. Designing clear, simple questions streamlines information gathering, helping customers or front-office agents understand and respond easily. For more details on configuring the questionnaire, see Dispute intake.
Dispute decision tables
The following table lists the decision tables used in Dispute Rules Content Pack for Mastercard.
| Decision table | Description |
|---|---|
| Reg E resolution days | Determines the Reg E resolution days for a Case based on transaction type and country. The default duration is set to 45 days. |
For more information on the Decision tables that provide the logic for processing card disputes, see Dispute decision tables
About the Dispute Content Pack for US Regulations
The Dispute Content Pack for US Regulations designed to help financial institutions comply with US regulatory requirements for dispute management. This content pack includes predefined rules and workflows that align with US regulations, ensuring that all necessary steps are taken to handle disputes in accordance with the law.