Set up Dispute Management
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Summary of Set up Dispute Management
This guide outlines the essential steps and components to implement Dispute Management in ServiceNow, specifically tailored for financial services organizations managing card payment disputes. It covers installing required plugins, configuring integrations with major card networks, and setting up dispute rules aligned with regulatory and network standards.
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Key Features
- Financial Services Card Operations: Install the core application to import financial services data and configure components that support dispute workflows.
- Visa Integration: Install Visa Spoke and related plugins to manage Visa card disputes, leveraging Visa Resolve Online (VROL) and Visa-specific dispute rules. This includes transaction inquiries, merchant collaboration, and dispute lifecycle management with event-driven actions.
- Mastercard Integration: Use Mastercard Spoke for managing Mastercard disputes, including transaction inquiries and collaboration features, secured through the spoke actions. Install the Mastercard Dispute Rules Content Pack for dispute categorization and chargeback eligibility based on Mastercard guidelines.
- Verifi and Ethoca Spokes: Integrate with Verifi’s CDRN API for early dispute resolution and Ethoca Consumer Clarity APIs for additional dispute management capabilities.
- Dispute Rules Content Packs: Install content packs for Visa, Mastercard, Nacha (ACH transactions), and US Regulations to ensure compliance with network rules and regulatory SLAs such as Regulation E and Regulation Z.
- Card Data Security: Implement PCI DSS-compliant data protection by tokenizing sensitive cardholder data in dispute workflows to safeguard Primary Account Numbers (PANs) and related documents.
- Now Assist for Financial Services Operations (FSO): Deploy AI-powered agent assist capabilities to enhance dispute handling efficiency.
- Configurable Dispute Intake Questionnaire: Tailor the questions presented to dispute agents or account holders during dispute initiation to capture relevant information effectively.
Key Outcomes
- Seamless integration with major payment networks (Visa, Mastercard, Verifi, Ethoca) enabling efficient and secure dispute resolution processes.
- Compliance with card network rules and US regulatory requirements through prebuilt dispute rules content packs and SLAs, improving risk management and case tracking.
- Enhanced data security for cardholder information through tokenization, supporting PCI DSS compliance.
- Improved agent productivity and dispute intake accuracy with AI-driven assistance and customizable questionnaires.
Set up your Dispute Management implementation by installing the required plugins.
Configuration overview
- Install Financial Services Card Operations
Set up your implementation for Financial Services Card Operations by installing the application, importing financial services data, and reviewing and configuring the application's components.
- Set up Visa Spoke
Install Visa Spoke if Visa is your card payment network provider. Use the spoke to manage card disputes with Visa Resolve Online (VROL). Leverage Visa Spoke actions to perform transaction inquiry, order insight digital, collaborate with merchants, and perform other functions with enhanced security.
- Install Financial Services Operations Integration with Visa
Install the Visa Integration plugin if Visa is your card payment network provider. This plugin installs Visa Spoke which is a dependent plugin if it is not already installed. Manage dispute lifecycle with events like case creation and submit questionnaires amongst others. Data model elements to capture the information used at sub-flows.
- Install the Dispute Rules Content Pack for Visa
Dispute Rules Content Pack for Visa provides the questionnaire for intake of a dispute and dispute categorization rules as per Visa guidelines. Run chargeback eligibility rules based on Visa Core Rules and Visa Product and Service Rules.
- Set up Verifi Spoke
Use Verifi Spoke to integrate with the Verifi CDRN API suite and perform API calls to perform early dispute resolution.
- Set up Mastercard spoke
Install Mastercard Spoke if Mastercard is your card payment network provider. Use the spoke to manage card disputes with Mastercard. Leverage Mastercard spoke actions, to perform transaction inquiry, order insight digital, collaborate with merchants, and perform other functions with enhanced security.
- Set up Ethoca spoke
Use the Ethoca spoke to integrate with Ethoca Consumer Clarity APIs.
- Install the Dispute Rules Content Pack for Mastercard
Dispute Rules Content Pack for Mastercard provides the questionnaire for intake of a dispute and dispute categorization rules as per Mastercard guidelines. Run chargeback eligibility rules based on Mastercard Rules.
- Install the Dispute Content Pack for US Regulations
Dispute Content Pack for US Regulations supports monitoring dispute cases effectively and take necessary actions. This application provides SLA definitions pertaining to Regulation E (Reg E) and Regulation Z (Reg Z) and tracks the dispute cases during the life cycle. Provides SLA definitions for dispute management applications and landing page metrics to track dispute cases that are under risk or breached.
- Install the Dispute Rules Content Pack for Nacha
The Dispute Rules Content Pack for Nacha gives agents access to Nacha operating guidelines to check the eligibility of disputed automated clearing house (ACH) transactions. It provides a central reference for ACH return reason codes and the logic used to determine them based on the operating guidelines.
- Install and configure Card data security
Card data security helps organizations adhere to Payment Card Industry Data Security Standard (PCI DSS) requirements by protecting cardholder data. It provides a tokenizer service that substitutes sensitive data in dispute workflows—such as Primary Account Numbers (PANs) and documents—with non-sensitive equivalent values called tokens.
- Install Now Assist for Financial Services Operations (FSO)
Install Now Assist for Financial Services Operations (FSO) to leverage agentic and generative AI capabilities.