Managing dispute service requests

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Managing dispute service requests

    Managing dispute service requests in ServiceNow Zurich release enables agents to efficiently handle dispute cases for personal and business debit and credit card accounts, as well as non-card ACH transactions. The solution automates dispute routing and fraud-related processes, allowing agents to initiate, investigate, and resolve disputes arising from unauthorized transactions, fraudulent activities, billing errors, damaged or unsatisfactory goods, and other valid reasons.

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    Key Features

    • Automated Workflow: Dispute management uses predefined workflows that create dispute request flows automatically based on case information, business rules, and task inputs. Tasks are assigned to dispute agents who perform follow-ups such as merchant notification and credit issuance.
    • Task and Case Assignment: Both dispute cases and their tasks are assigned using assignment rules to appropriate agents or groups to ensure accountability and timely resolution.
    • Financial Adjustments: Supports provisional credits, reversals, and final credits based on dispute outcomes following financial services policies like Immediate Provisional Credit or No Credit.
    • Regulatory SLAs: Includes a Dispute Content Pack for US regulations enabling issuers to track SLA due dates aligned with regulatory requirements.
    • Dashboards: ServiceNow Performance Analytics dashboards provide insights into team and business performance with customizable views specifically for Card Operations Dispute Management.
    • Dispute Intake Options: Dispute cases can be initiated through customer portals, agent workspace, or Virtual Agent, capturing all necessary details for case processing.
    • Integration Support: Manage disputes with or without integrations to major card networks such as Visa and Mastercard.
    • Closure Playbook: After completing all tasks in a card dispute case, agents can finalize and close the case through a structured closure process.

    Practical Benefits for ServiceNow Customers

    • Streamlines dispute handling by automating workflows and task assignments, reducing manual effort and errors.
    • Ensures compliance with financial policies and regulatory SLAs, particularly for US-based issuers.
    • Offers comprehensive visibility through dashboards to monitor dispute management performance and optimize operations.
    • Supports multiple dispute intake channels, improving customer experience and ease of case creation.
    • Facilitates financial adjustments accurately and transparently based on case outcomes.
    • Enables integration with major payment networks for seamless dispute processing or supports standalone dispute management.

    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.

    By using the dispute service case and its associated tasks, you can manage dispute cases for your customers. Customers can dispute a transaction on their account due to several reasons, such as:
    • Unauthorized transactions
    • Fraudulent activities
    • Billing errors
    • Receipt of damaged, unsatisfactory, or returned goods
    • Any other valid reasons for dispute

    Automated workflow

    Dispute management incorporates predefined workflows that streamline the process. When a dispute case is initiated, a dispute request flow is automatically generated, based to the specific case requirements. This workflow is based on the following factors:
    • Information provided during the initiation stage of the case.
    • Decisions made according to predefined business rules.
    • Inputs obtained from previous tasks.

    The tasks assigned to a dispute case are determined by the information or decisions updated within the case. These dispute tasks are then assigned to dedicated dispute agents, who are prompted to perform follow-up actions, such as notifying the merchant and issuing provisional or final credit.

    To resolve cases, agents perform various activities such as performing investigations, and initiating chargebacks for the tasks assigned to them. Both the case and its tasks are assigned to the assignment groups or agents by using assignment rules.

    For more information, see Overview of the Dispute Management workflow.

    Financial adjustments

    Financial adjustments are changes made to an account during a dispute, such as issuing a temporary (provisional) credit, reversing it, or applying a final credit based on the outcome.

    In Financial Services Operations, the Financial adjustments depend on the policies, Immediate Provisional Credit, Immediate Final Credit, and No credit.

    Regulatory SLAs

    In addition to regular SLAs in the dispute management workflow, the Dispute Content Pack for US Regulations is available to enable issuers in the United States to track Service Level Agreement (SLA) due dates that align with regulatory guidelines.

    For more information, see Dispute Content Pack for US Regulations.

    Dashboards

    ServiceNow® Performance Analytics give service owners insight into how the team and business are performing. A dashboard with customizable views is available for Card Operations Dispute Management. For more information, see Dispute Management dashboard.