Managing Visa disputes
Summarize
Summary of Managing Visa disputes
This content explains how ServiceNow® Financial Services Card Operations integrates with the Dispute Rules Content Pack for Visa to efficiently manage Visa card disputes. It guides issuers through the process of creating and handling card dispute cases, categorizing disputes, and applying Visa-specific rules and reason codes to streamline dispute resolution.
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Creating Card Dispute Cases
Agents manage customer dispute cases using the dispute service case and associated tasks. The process involves multiple stages that facilitate comprehensive dispute handling. Customers and front-office agents are supported through clear, structured questionnaires designed to simplify information gathering during dispute intake.
Dispute Categories and Reason Codes
- Fraud: Unauthorized or unparticipated transactions by the cardholder.
- Authorization: Transactions completed without required authorization.
- Processing Error: Mistakes in transaction processing or non-compliance with card network rules.
- Consumer: Disputes related to quality or receipt of goods/services.
Each dispute is assigned a reason code, which indicates the specific cause of the dispute according to Visa’s guidelines and is critical for processing disputes through Visa Resolve Online (VROL).
Dispute Questionnaires and Decision Tables
When initiating a dispute, a tailored questionnaire collects relevant information to support case handling. The Dispute Rules Content Pack for Visa includes decision tables that automate logic for determining chargeback eligibility and reason codes based on case categorization and responses. This automation improves accuracy and efficiency in dispute processing.
Chargeback Eligibility Rules
Collected dispute data is evaluated against Visa chargeback eligibility rules to determine if the dispute qualifies for chargeback or if it is ineligible. The system also identifies the reasons for ineligibility. ServiceNow maintains annual updates to these rules, reducing manual effort and ensuring compliance with Visa requirements.
Benefits for ServiceNow Customers
- Enhanced data quality and consistency in dispute transactions.
- Reduced manual data entry and administrative burden.
- Streamlined application of Visa chargeback eligibility rules.
- Improved efficiency and accuracy in managing Visa disputes.
- Access to up-to-date Visa rules in a read-only, managed content pack.
Overall, this integration empowers issuers to manage Visa card disputes effectively, saving time and reducing errors while ensuring compliance with Visa’s processes.
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.
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 reason
Reason codes indicate the reason for a dispute. For a list, see, Reason codes supported in Dispute Rules Content Pack for Visa.
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 Visa.
| Decision table | Description |
|---|---|
| Visa Chargeback Eligibility Rules Subflow Mapping | Determines which chargeback eligibility subflow to call. |
| 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:
|
For more information on the Decision tables that provide the logic for processing card disputes, see Dispute decision tables
Chargeback reason code
Data captured in Dispute Management is used to determine a reason code. These codes help the issuing bank decide if the dispute is eligible for a chargeback.
Reason codes are sent to Visa, which uses this information to process disputes through Visa Resolve Online (VROL).
Using ServiceNow to access all dispute details allows for more efficient management of disputes with Visa, saving time and money by reducing incorrectly processed cases.
For more information, see Reason codes supported in Dispute Rules Content Pack for Visa.
Chargeback eligibility rules
Dispute Management content packs can take all the data that was collected during the intake process, and then run it against the Visa chargeback eligibility rules.
This is to determine if the dispute is eligible for chargeback, or ineligible and the user has no chargeback rights. If the user doesn't have chargeback rights, then the system determines the reasons why the transactions are ineligible for chargeback.
ServiceNow will maintain the annual changes to these rules, removing the manual and time-consuming responsibility from banks. Note that the content in these packs, which includes the questions, eligibility rules and other information, will be in a read-only format.
About the Dispute Rules Content Pack for Visa
The Dispute Rules Content Pack for Visa includes an intake questionnaire, chargeback eligibility determination based on Visa rules, and mapping of dispute reason codes. These features helps issuing banks enhance the data quality of dispute transactions, reduce the need for manual data entry, and apply chargeback eligibility rules through a connected system.