Managing dispute service requests

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Dispute management enables agents to create dispute cases for both personal and business debit and credit card accounts, 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.

    By using the dispute service case and its associated tasks, you can manage dispute cases for your customers. Customers can dispute a transaction on their card account due to several reasons, such as:
    • Unauthorized transactions
    • Fraudulent activities
    • Billing errors
    • Receipt of damaged, unsatisfactory, or returned goods
    • Any other valid reasons for dispute

    Automated workflow

    Dispute management incorporates predefined workflows that streamline the process. When a dispute case is initiated, a dispute request flow is automatically generated, based to the specific case requirements. This workflow is based on the following factors:
    • 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 Dispute management workflows.

    Case playbook

    Using the case playbook, dispute agents review and work on their cases and tasks. The playbook provides the end-to-end life cycle for the tasks performed during the dispute handling process, from the time a dispute is logged to the final resolution and communication to the customer.

    For more information on workspaces and playbooks, see Workspaces.

    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.