Managing dispute service requests
Summarize
Summary of Managing Dispute Service Requests
Dispute management in ServiceNow allows agents to create and automate dispute cases for debit, credit card accounts, and ACH transactions. It enables the initiation, investigation, and resolution of disputes for both personal and business customers, covering issues such as unauthorized transactions, fraud, billing errors, and unsatisfactory goods.
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Key Features
- Automated Workflow: Dispute cases generate predefined workflows based on case requirements, ensuring efficient case management.
- Task Assignment: Tasks are assigned to dispute agents based on input and decisions throughout the case, facilitating timely follow-up actions like notifying merchants and issuing credits.
- Financial Adjustments: Adjustments to accounts include provisional credits, reversals, and final credits, all dependent on specific policies.
- Regulatory SLAs: The Dispute Content Pack for US Regulations helps issuers track SLAs aligned with regulatory guidelines.
- Performance Dashboards: Customizable dashboards provide insights into dispute management performance through ServiceNow® Performance Analytics.
Key Outcomes
By utilizing ServiceNow’s Dispute Management, customers can expect streamlined dispute resolution processes, improved compliance with regulations, and enhanced customer experience. The system supports efficient dispute intake through various channels, enabling agents to manage disputes effectively and close cases following completion of required tasks.
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.
- Unauthorized transactions
- Fraudulent activities
- Billing errors
- Receipt of damaged, unsatisfactory, or returned goods
- Any other valid reasons for dispute
Automated workflow
- 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.