Dispute decision tables

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Dispute Decision Tables

    Dispute decision tables in Dispute Management facilitate the decision-making process for card dispute handling, enabling organizations to configure and implement their internal processing policies. Users can review and adapt predefined rules to align with specific business needs.

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    Key Features

    • Card Dispute Rules for Internal Policy: Establish financial actions for disputes, including provisional credits, final credits, denial, or no credit.
    • Derive Dispute Category without Content Pack: Categorize chargeback disputes without needing a content pack.
    • Derive Disputes Case Priority: Prioritize dispute cases based on various factors like category and transaction type.
    • Derive Intake Answers from Chargeback Reason Code: Generate answers that dictate the appropriate questionnaire in the dispute playbook.
    • Determine Chargeback Dispute Reason Code: Identify the reason code for Visa disputes based on case details.
    • Determine Chargeback Subflow by Network ID: Decide which chargeback eligibility subflows to execute based on transaction network ID.
    • Determine Dispute Category: Classify dispute cases based on merchant recognition and transaction authorization.
    • Determine Dispute Category and Reason Options: Define available options in the dispute questionnaire to streamline customer responses.
    • Determine Dispute Transaction Outcome: Assess the outcome status of transactions regarding chargebacks and appeals.
    • Determine Next Activity Status: Outline the subsequent steps in the card dispute workflow.
    • Dispute Document Rules: Identify requirements for Written Statements of Unauthorized Debit in ACH disputes.

    Key Outcomes

    By leveraging these decision tables, ServiceNow customers can enhance their dispute resolution processes, ensure compliance with internal policies, and improve overall efficiency in managing card disputes. This structured approach allows organizations to respond quickly and accurately to disputes, leading to better customer satisfaction and streamlined operations.

    Decision tables in Dispute Management provide decision logic for card dispute processing.

    The following table lists the decision tables used in Dispute Management.
    Note:
    The rules shown here are provided as example rules. Review and configure to reflect your own processing policy.
    Table 1. Dispute Management Decision Tables
    Decision table Description
    Card dispute rules for internal policy  Determines the appropriate financial action based on the details of a dispute case. The results can be: 
    • Immediate provisional credit
    • Immediate final credit
    • Deny
    • No credit
    Note:
    You can extend the predefined rules based on your own policies.
    Derive Dispute Category without Content Pack Determines the chargeback dispute category based on the dispute category and dispute reason whenever a dispute content pack isn’t installed.
    Derive Disputes Case Priority Triages a dispute case based on the dispute category, transaction category, and SEC code (for ACH disputes).
    Derive Intake Answers from Chargeback Reason Code and Messages
    Determines answers to the following questions, based on the reason code:
    • What is this dispute due to?
    • What is incorrect about this transaction?

    The answer determines which questionnaire to render in the playbook.
    Determine chargeback dispute reason code  Determines the chargeback reason code for Visa disputes based on the case categorization and the responses to the following questions:
    • What is incorrect about this transaction? 
    • This dispute is due to?
    Determine Chargeback Subflow by Network ID Determines which chargeback eligibility subflows run based on the network ID of the disputed transaction.
    Determine dispute category  Determines the Dispute Case category based on the responses to the following questions: 
    • Do you recognize the merchant and the purchase? 
    • Did you provide authorization for the transaction? 
    • What is the issue that you’re experiencing? 
    Determine Dispute Category Options Determines the dispute category options that are displayed in the dispute questionnaire (based on the Network ID).
    Determine Dispute Reason Options Determines the dispute reason options that are displayed in the dispute questionnaire (based on the selected dispute category).
    Determine Dispute Transaction Outcome Determines the outcome status of the transaction based on the chargeback category, dispute service, and representment/response/appeal status.
    Determine Next Activity Status Determines the next activity in the card dispute workflow.
    Determine questionnaire table and view  Used to determine the Dispute Case questionnaire based on persona, card network, and category.
    Determine Mastercard chargeback dispute reason code message Determines the chargeback reason code.
    Determine Reason Code and Category Subflow by Network ID Determines the reason code and category subflow based on the network ID of the disputed transaction.
    Dispute Document Rules Determines whether an ACH dispute requires a Written Statement of Unauthorized Debit (WSUD).