Dispute Management

Dispute management helps agents create dispute cases for both personal and business debit and credit card accounts, as well as non-card (ACH) transactions, and automate the process of dispute routing and fraud-related activities.

• Set up Dispute Management
  Set up your Dispute Management implementation by installing the required plugins.
• Managing dispute service requests
  Dispute management enables agents to create dispute cases for both personal and business debit and credit card accounts, as well as non-card ACH transactions, and automate the process of dispute routing and fraud-related activities. Learn how agents initiate, investigate, and resolve dispute cases for personal and commercial customers.
• Card Data Security
  The Card data security application embeds a tokenization service that enables Financial Services Operations (FSO) customers to configure the data that is tokenized and detokenized for Dispute Cases and Dispute Transactions to meet Payment Card Industry (PCI) requirements ("Card Data Security").
• Dispute Rules Content Pack for Visa
  The ServiceNow® Dispute Rules Content Pack for Visa provides questionnaires for the intake of dispute related information under various dispute categories as per Visa guidelines.
• Dispute Rules Content Pack for Mastercard
  The ServiceNow® Dispute Rules Content Pack for Mastercard application provides your agents with questionnaires that they can use to intake dispute-related information for various dispute categories as per the Mastercard guidelines.
• Dispute Rules Content Pack for Nacha
  The ServiceNow® Dispute Rules Content Pack for Nacha application provides your agents with a central reference for automated clearing house (ACH) return reason codes and the logic used to determine them, based on Nacha operating guidelines.
• Dispute Content Pack for US Regulations
  The ServiceNow® Dispute Content Pack for US Regulations enables issuers in the United States (US) to track dispute cases and conform with regulatory guidelines.
• Dispute management reference
  Learn about managing the archive dispute service case and the retention policy of inactive cases.