Dispute Rules Content Pack for Mastercard

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Dispute Rules Content Pack for Mastercard

    The ServiceNow® Dispute Rules Content Pack for Mastercard application equips your agents with structured questionnaires to capture dispute-related information aligned with Mastercard guidelines. It facilitates dispute categorization and chargeback eligibility assessment using Mastercard's Chargeback Guide, helping streamline dispute management processes.

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    Key Features

    • Questionnaire-Based Intake: Agents use predefined questionnaires to gather detailed information for various dispute categories as defined by Mastercard.
    • Decision Table Integration: Automatically applies chargeback eligibility rules based on Mastercard's standards to assist in dispute resolution decisions.
    • Dispute Mapping: Helps map customer disputes to correct reason codes, ensuring accurate categorization and processing in alignment with Mastercard rules.
    • Comprehensive Reference Data: Includes fields, tables, roles, and properties essential for implementing and managing the content pack effectively.

    Implementation and Use

    • Installation: Available for download from the ServiceNow Store and requires clearing local cache post-installation for visibility.
    • Setup: Requires an admin role to install and configure within your ServiceNow instance.
    • Agent Enablement: Once set up, agents can use the application to assist customers in accurately completing dispute reason code mappings and determining chargeback eligibility.

    Additional Resources

    • Access cumulative release notes and version history for updates.
    • Use the Known Error Portal for troubleshooting and support.
    • Explore developer resources for creating custom applications.
    • Contact Customer Service and Support for assistance.

    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.

    Get started

    The Dispute Rules Content Pack for Mastercard application can help you do the following tasks:
    • Incorporate a dispute questionnaire that is based on the Mastercard Chargeback Guide.
    • Provide a decision table to run chargeback eligibility rules that follow Mastercard's guidelines.

    Request Dispute Rules Content Pack for Mastercard 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.

    Before you can use Dispute Rules Content Pack for Mastercard, you must first download it from the ServiceNow Store. When you have completed the download, you may need to clear your local cache before it appears on your instance.

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