---
sourceDocument: Australia Financial Services Operations
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/financial-services-operations

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Use

# Using the Dispute Rules Content Pack for Visa {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

Dispute agents use the Dispute Rules Content Pack for Visa's questionnaire to help customers in completing the reason code mapping. This enables the categorization of the dispute and determines eligibility according to the Visa Core Rules. Learn how agents initiate, investigate, and resolve dispute cases.

## Dispute Rules Content Pack for Visa workflows {#using-the-dispute-rules-content-pack-for-visa__section_wbw_xyh_11c}

When an agent disputes a transaction on behalf of a customer, a dispute service case begins and triggers the dispute card transactions flow. This flow includes various tasks specific to the case details, and each task is created
when an agent closes the previous task.

1. [Initiate a dispute](https://servicenow-prod.fluidtopics.net/GRutrOGUjA_QnBkbSlLmIw#create-case-with-intake-workspace "Create a dispute case and initiate the dispute for a transaction associated with an account. You can enter dispute information, fill out the dispute questionnaire, upload supporting documentation, and submit the case for investigation.")\\.

   Initiate the dispute service process by entering the initial case information and creating a dispute case on behalf of a customer.
2. [Enter dispute details](https://servicenow-prod.fluidtopics.net/GRutrOGUjA_QnBkbSlLmIw#create-case-with-intake-workspace "Create a dispute case and initiate the dispute for a transaction associated with an account. You can enter dispute information, fill out the dispute questionnaire, upload supporting documentation, and submit the case for investigation.").

   Enter the dispute details, including the account being referenced, the dispute amount, and the type of dispute. Provide the necessary information for the
   available options in the type of dispute (Consumer disputes, Fraud, Authorization, Processing errors).
3. [Submit for investigation](https://servicenow-prod.fluidtopics.net/GRutrOGUjA_QnBkbSlLmIw#create-case-with-intake-workspace "Create a dispute case and initiate the dispute for a transaction associated with an account. You can enter dispute information, fill out the dispute questionnaire, upload supporting documentation, and submit the case for investigation.").

   Submit the case for investigation by updating the dispute amount and determine your eligibility for a chargeback through the questionnaire and reason
   code mapping.
{#using-the-dispute-rules-content-pack-for-visa__ol_yb1_fb3_11c}