Setting up Dispute Management
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Summary of Setting up Dispute Management
This guide outlines the essential steps for ServiceNow customers to set up Dispute Management, focusing on integrating card dispute processes with major payment network providers and regulatory compliance. The setup involves installing key plugins and configuring components to streamline dispute lifecycle management, enhance security, and leverage AI capabilities.
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Key Setup Components
- Financial Services Card Operations: Install this application to import financial services data and configure components essential for managing card operations.
- Visa Spoke and Integration: Install the Visa Spoke to manage disputes via Visa Resolve Online (VROL), enabling transaction inquiries, merchant collaboration, and other secure actions. The Visa Integration plugin installs Visa Spoke if not already present and supports managing dispute lifecycle events and data capture.
- Dispute Rules Content Pack for Visa: Provides questionnaires and dispute categorization rules aligned with Visa guidelines, including chargeback eligibility checks based on Visa Core and Product and Service Rules.
- Verifi Spoke: Integrates with Verifi CDRN API suite to facilitate early dispute resolution through API calls.
- Mastercard Spoke and Dispute Rules Content Pack: Similar to Visa, this spoke enables managing Mastercard disputes with secure actions, while the content pack delivers questionnaires and rules per Mastercard guidelines for dispute categorization and chargeback eligibility.
- Ethoca Spoke: Integrates with Ethoca Consumer Clarity APIs to support dispute management workflows.
- Dispute Content Pack for US Regulations: Supports compliance with Regulation E and Regulation Z by providing SLA definitions and tracking metrics to monitor dispute cases and identify risks or breaches.
- ServiceNow Otto for Financial Services Operations (FSO): Install to leverage generative AI capabilities such as case summarization and virtual agent-driven dispute intake, enhancing operational efficiency.
Practical Benefits for ServiceNow Customers
- Comprehensive integration with major card networks (Visa, Mastercard, Verifi, Ethoca) to automate and secure dispute management processes.
- Pre-built dispute categorization rules and questionnaires to ensure compliance with network-specific guidelines and regulations.
- Regulatory compliance support with SLA monitoring for US dispute regulations, helping mitigate risk and maintain service standards.
- Enhanced operational efficiency through AI-driven summarization and virtual agent integration for dispute intake.
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.
- Install ServiceNow Otto for Financial Services Operations (FSO)
Install ServiceNow Otto for Financial Services Operations (FSO) to leverage generative AI capabilities.