Setting up Dispute Management

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Setting up Dispute Management

    This guide helps ServiceNow customers implement Dispute Management for financial services by detailing the necessary plugins and configurations. It focuses on integrating card payment network providers and managing dispute lifecycles efficiently.

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    Key Features

    • Financial Services Card Operations: Install this application to import financial services data and configure core components for card dispute management.
    • Visa Spoke: Required if Visa is your card payment network provider. Enables management of card disputes through Visa Resolve Online (VROL) and supports secure transaction inquiries, order insights, merchant collaboration, and related actions.
    • Financial Services Operations Integration with Visa: Installs Visa Spoke if not already present and manages dispute lifecycle events like case creation and questionnaire submissions.
    • Dispute Rules Content Pack for Visa: Provides questionnaires and dispute categorization rules following Visa guidelines, and supports running chargeback eligibility rules based on Visa Core and Product & Service Rules.
    • Verifi Spoke: Integrates with Verifi CDRN API suite to enable early dispute resolution through API calls.
    • Mastercard Spoke: For Mastercard card payment network providers, enables management of card disputes, transaction inquiries, order insights, and merchant collaboration securely.
    • Ethoca Spoke: Integrates with Ethoca Consumer Clarity APIs for dispute management.
    • Dispute Rules Content Pack for Mastercard: Offers questionnaires and categorization rules aligned with Mastercard guidelines and runs chargeback eligibility rules accordingly.
    • Dispute Content Pack for US Regulations: Supports effective monitoring of dispute cases with SLA definitions and tracking for Regulation E and Regulation Z compliance, including risk and breach metrics.
    • Now Assist for Financial Services Operations (FSO): Adds generative AI capabilities such as case summarization and dispute intake via Virtual Agent, enhancing dispute management efficiency.

    Practical Benefits

    By following this setup, ServiceNow customers can integrate their dispute management system with major card networks (Visa, Mastercard), utilize regulatory content packs to ensure compliance, and leverage AI tools for streamlined dispute processing. This improves operational efficiency, ensures adherence to industry standards, and enhances customer dispute resolution experiences.

    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 is designed to support 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 Now Assist for Financial Services Operations (FSO)

      Install Now Assist for Financial Services Operations (FSO) to leverage generative AI capabilities.