Managing Mastercard disputes
Summarize
Summary of Managing Mastercard Disputes
The Dispute Rules Content Pack for Mastercard is designed to streamline dispute management by providing guided data collection that maps data to appropriate dispute reason codes, ensuring accurate categorization and processing of disputes. Agents can create and manage card dispute cases effectively through the dispute service case and its associated tasks.
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Key Features
- Dispute Categories: Includes Fraud, Authorization, Processing Error, and Consumer Disputes, each with specific definitions to guide agents in categorizing disputes accurately.
- Dispute Questionnaires: Agents or cardholders are presented with tailored questions to facilitate clear communication and data collection during the dispute intake process.
- Decision Tables: Contains rules for chargeback eligibility and determination of dispute reason codes, aiding in the processing of disputes and ensuring compliance with Mastercard regulations.
Key Outcomes
By utilizing the Dispute Rules Content Pack for Mastercard, ServiceNow customers can expect improved efficiency in managing disputes, reducing the potential for incorrectly processed cases and saving time and resources. Access to comprehensive dispute details enhances agents' ability to handle cases in alignment with Mastercard standards.
The Dispute Rules Content Pack for Mastercard leverages guided data collection and maps the data entered to a dispute reason code to ensure the proper categorization and processing of disputes.
Creating card dispute case
Agents can manage dispute cases for their customers by using the dispute service case and its tasks. To learn on how to create a card dispute case, seeCreating a card dispute case.
This process includes various stages. For more details on these stages, see Managing dispute workflows.
Dispute categories
- Fraud
- This applies when the cardholder did not authorize or participate in the transaction.
- Authorization
- This applies when a transaction required authorization but the merchant completed it without receiving it.
- Processing Error
- This applies when a transaction is processed incorrectly due to a technical or operational mistake by the merchant, or when it’s processed correctly but not according to card network rules.
- Consumer
- This applies when the cardholder disputes an issue with a merchant regarding the quality or receipt of goods or services.
Dispute reason
Reason codes indicate the reason for a dispute.
Dispute questionnaire
When a dispute agent or cardholder opens a dispute, they are presented with a corresponding set of questions. Designing clear, simple questions streamlines information gathering, helping customers or front-office agents understand and respond easily. For more details on configuring the questionnaire, see Processing dispute intake.
Dispute decision tables
The following table lists the decision tables used in Dispute Rules Content Pack for Mastercard.
| Decision table | Description |
|---|---|
| Mastercard Chargeback Eligibility Rules Subflow Mapping | Determines which chargeback eligibility subflow to call. |
| Determine Mastercard chargeback dispute reason code message | Determines the chargeback reason code for Mastercard disputes. |
For more information on the Decision tables that provide the logic for processing card disputes, see Configuring dispute decision tables
Chargeback reason code
Data captured in Dispute Management is used to determine a reason code. These codes help the issuing bank decide if the dispute is eligible for a chargeback.
Reason codes are sent to Mastercard, which uses this information to process disputes through Mastercom.
Using ServiceNow to access all dispute details allows for more efficient management of disputes with Visa, saving time and money by reducing incorrectly processed cases.
About the Dispute Rules Content Pack for Mastercard
The Dispute Rules Content Pack for Mastercard provides your agents with questionnaires that they can use to intake dispute-related information for various dispute categories as per the Mastercard guidelines.