About Dispute Management

ServiceNow Dispute Management enables issuing banks to deflect card disputes, streamline data collection, and simplify payment exception operations.

What is Dispute Management?

Dispute management is a system that helps issuing banks handle customer complaints about card transactions. It ensures that disputes are resolved efficiently, enhancing the overall experience for cardholders.

Why is It Important?

Dispute management is important because it:

• Helps prevent issues before they escalate.
• Makes it easier for banks to gather and manage information.
• Improves how customers feel about the service by resolving disputes quickly.

How Does It Work?

• When a dispute is reported, all necessary information is collected upfront to understand the situation better.
• Disputes are categorized to determine how best to address them, whether they involve fraud, billing errors, or other issues.
• With pre-built integrations to Visa and Mastercard, issuing banks can provide additional transaction details to help deflect potential disputes. If a dispute is initiated, these integrations allow banks to manage the resolution process effectively.
• The system supports efficient decision-making for both fraud and non-fraud disputes. Banks can process claims and automatically submit chargebacks to the appropriate card networks with minimal effort, ensuring that the process is smooth and quick.

Benefits

• Customers receive quicker answers, enhancing their overall satisfaction.
• Efficient processes help minimize penalties and financial losses associated with disputes.
• The system can handle disputes for multiple card networks, including Visa and Mastercard, providing banks with scalability and adaptability.

• Dispute workflows
  As a card dispute agent or agent connector, you can work on a credit or debit card dispute cases by investigating and resolving dispute requests for cardholders.
• Dispute playbook
  Dispute agents use the dispute playbook to review and work on their cases and tasks. The playbook provides the end-to-end life cycle for the tasks performed during the dispute handling process, from the time a dispute is logged to the final resolution and communication to the customer.
• Dispute workspaces
  Dispute workspaces enhance the management of dispute resolution processes and consist of both the agent and manager workspaces.
• Dispute decision tables
  Decision tables in Dispute Management provide decision logic for card dispute processing.
• Dispute intake
  Dispute intake are designed to capture the relevant information required for dispute intake.