Dispute intake
Summarize
Summary of Dispute intake
The Dispute Intake process is designed to efficiently capture all relevant information needed to submit a claim to card networks during dispute resolution. It uses a structured form that includes targeted questions to identify the dispute reason code based on transaction details and customer responses. This streamlined intake process helps dispute agents gather accurate data, map reason codes correctly, and assess chargeback eligibility, thereby enhancing overall dispute management.
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The Event Inquiry application supports this process by storing all intake questions and automating data collection, improving processing efficiency.
Key Features
- Dispute Intake Form: Collects necessary data from cardholders and agents, including transaction details and authorization status, to support dispute claims.
- Event Inquiry Application: Centralizes question storage and automates the intake workflow. It includes key tables such as the Intake Form and Intake Form Label for managing questionnaire fields and mappings.
- Questionnaire Data Model: The Dispute Intake form extends into specialized tables for cardholder and agent questions, now included in the Financial Services Card Operations application without dependency on Visa-specific content packs.
- Generic Questionnaire Design: Provides a unified, adaptable question set that applies across multiple card networks. It dynamically updates questions based on the Network ID for each transaction, improving relevance and user experience during multi-transaction disputes.
- Configurable Additional Questions: Allows customization of the questionnaire for both dispute agents and cardholders to tailor data collection as needed during dispute initiation.
Benefits for ServiceNow Customers
- Enables streamlined, consistent intake of dispute information across different card networks, simplifying dispute management.
- Reduces manual effort by dispute agents through automated question mapping and data collection workflows.
- Improves accuracy in identifying dispute reasons and chargeback eligibility by capturing relevant transaction-specific details.
- Supports customization to adapt dispute questionnaires to evolving business needs or network requirements.
- Integrates seamlessly within the Financial Services Card Operations application, ensuring easy access and deployment for customers.
Dispute intake are designed to capture the relevant information required for dispute intake.
About dispute intake
The dispute intake form is designed to gather all necessary information before submitting a claim to the card network. This form includes a variety of questions that help identify the dispute reason code based on the case type and responses to specific questions such as "What is incorrect about this transaction?" or "Did you authorize the transaction?".
The Event Inquiry application provides a comprehensive overview of the events that led to the dispute. To understand how the Event Inquiry application works and how to customize the dispute intake form, see Configuring additional questions for Dispute Intake.
The intake process simplifies data collection, making it easier for dispute agents to complete the intake, map reason codes, and assess chargeback eligibility. This streamlined approach ensures that all relevant information is captured efficiently, enhancing the overall dispute resolution process.
About Event Inquiry application
The Event Inquiry application stores all questions and automates the intake process, which helps gather detailed information for each dispute. This streamlines processing and improves efficiency.
- Intake Form [sn_evnt_inq_qtn]
- Serves as the base table for the dispute intake tables in FSO Card Operations.
- Intake Form Label [sn_evnt_inq_question]
- Provides the labels for a specific field on a specific table, and admins can do that mapping.
Questionnaire data model
The Dispute Intake form has been extended into the Dispute Intake table. The table includes both cardholder and agent related questions, while the Dispute Cardholder Intake table addresses cardholder-related questions. Previously, these tables were part of the Dispute Rules Content Pack for Visa, but that dependency has now been removed. They are now available under Financial Services Card Operations, so any customer who installs this application automatically has access tp the questionnaire.
Why use a generic questionnaire design?
Using a generic questionnaire design streamlines the dispute resolution process across different card networks. Each card network has unique questions for specific transactions. When a customer initiates a dispute and selects their transactions, the system triggers a set of generic questions in the case playbook. For disputes involving multiple transactions in a single case, a generic questionnaire provides a unified approach for gathering insights into the dispute. During multiple transaction disputes, the system updates this set with transaction-specific questions, ensuring that only relevant questions for the appropriate Network ID of the transaction are asked. Originally, only Visa had a questionnaire process, but we have repurposed this for other card networks.
- Improves the experience for both customers and agents by asking only the necessary questions relevant to the Network ID of the transaction.
- Allows for seamless collection of standardized questions across different transaction networks, with easy updates as needed for each network.
- Simplifies the data model across multiple transaction networks, optimizing the dispute processing regardless of the network involved.