Mastercard spoke

Integrate ServiceNow instance with your Mastercard account to enable access to Mastercard's API suite, Mastercom, for card dispute resolution. This integration enables you to perform tasks such as searching transactions, creating claims, and processing chargebacks.

Request apps on the Store

Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

Integration Hub subscription

This spoke requires an Integration Hub subscription. For more information, see Legal schedules - IntegrationHub overview.

Spoke version

Mastercard spoke v1.0 is the latest version.

Supported version

This spoke was built for Mastercom v6.

Key features

Mastercard spoke enables a flow designer to build workflows using actions that invoke Mastercom. This includes the ability to:

• Search transactions
• Create claims and chargebacks
• Collaborate with merchants to prevent chargebacks
• Monitor disputes throughout the dispute lifecycle
• Expedite the end-to-end dispute management process

Spoke requirements

• Integration Hub subscription
• Mastercard configuration details such as, certificate, key alias, consumer key, and keystore password

Spoke dependencies

Ensure that these dependent plugins are installed:

• ServiceNow Integration Hub Runtime (com.glide.hub.integration.runtime)
• ServiceNow Integration Hub Action Step - REST (com.glide.hub.action_step.rest)

Note:

Some of these plugins are licensable features and require appropriate licenses, if used outside the spoke implementation.

Spoke actions

The Mastercard spoke provides actions to simplify card dispute resolution. Available actions include:

• Actions with sensitive information - These actions contain sensitive information in the request and response body. When using Mastercom APIs, it is recommended to use a Tokenization solution. This involves using a request builder to securely create requests and a response parser to handle encrypted API responses.

  Table 1. Actions with sensitive information

  Category	Action	Description
  Transactions	Look up Authorization Details of Transaction Request Builder	Allows the issuers to look up authorization details for the original transaction involved in the claim after the issuer creates a claim.
  	Look up Authorization Details of Transaction Response Parser
  	Look up clearing Details of Transaction Request Builder	Allows the issuers to retrieve clearing details for the original transaction involved in the claim. Acquirers may also use this to retrieve clearing details associated with an original transaction.
  	Look up Clearing Details of Transaction Response Parser
  	Look up Transactions Request Builder	Allows the issuers to search for information about an original transaction. An issuer may use this information to take an action on the original transaction, such as creating a claim.
  	Look up Transactions Response Parser
  Claims	Look up Claims in a Queue Request Builder	Allows the issuers to retrieve a list of claims in the queue within the date interval request builder.
  	Look up Claims in a Queue Response Parser
  	Look up Claim Details by Claim ID Request Builder	Allows the issuers and acquirers to retrieve details for an existing claim, including any cases with which the claim is associated.
  	Look up Claim Details by Claim ID Response Parser

  The following example illustrates the solution overview when it integrates with a Tokenization solution:

• Actions with non-sensitive information - You can directly invoke these Mastercom APIs from your ServiceNow instance.

  Table 2. Actions with non-sensitive information

  Category	Action	Description
  Mastercom Chargeback Management	Acknowledge Chargebacks	Acknowledges a chargeback or second representment moves the claim from the Unworked queue to the Worked queue.
  	Create Chargeback	Creates chargebacks and second presentments with the option to upload supporting documents.
  	Load Data for Chargebacks	Obtains information about a potential first chargeback or second presentment before creating the chargeback.
  	Look up Chargeback Documents	Retrieves documents in the required format associated with the chargeback type.
  	Look up Chargeback Image Status	Retrieves documents with a status (completed, pending, failed, unavailable, or document not applicable) for chargebacks.
  	Look up Status of Chargebacks	Retrieves the status of documents for a specific list of claim IDs and chargeback IDs. Note: Issuers and acquirers can send a maximum of 2,000 chargeback IDs in a single request.
  	Reverse Chargeback	Reverses an existing chargeback when the issuer or acquirer creates a chargeback in error.
  	Update Chargeback	Updates existing chargebacks with memos or documents.
  Mastercom Claim Management	Create Claim	Issuers use this endpoint to create a claim, which is required before creating a retrieval request or a first chargeback.
  	Take Action on Existing Claim	Issuers use this endpoint to perform operations (reopen or close) on an existing claim.
  Mastercom Fraud Management	Create Fraud	Creates a fraud item when the issuer determines that a transaction was fraudulent. Note: Mastercom enables issuers to create fraud items in the Fraud and Loss database. However, issuers must use the Fraud and Loss application to make further updates to fraud items.
  	Look up Fraud Related Information	Issuers use this endpoint to obtain fraud-related information associated with a claim before creating a fraud item for the claim.
  Mastercom Queues Management	Look up Queue Names	Retrieves a list of queue names.

Connection and credential alias requirements

Integration Hub uses aliases to manage connection and credential information, and OAuth credentials. Using an alias eliminates the need to configure multiple credentials and connection information profiles when using multiple environments. If the connection or credential information changes, you don't need to update any actions that use the connection.

For information about setting up the spoke, see Set up Mastercard spoke