---
sourceDocument: Xanadu Financial Services Operations
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/financial-services-operations

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    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# About Dispute Management

# About Dispute Management {#ariaid-title1}

* Release version: Xanadu
* 
* Updated September 20, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

ServiceNow
Dispute Management enables issuing banks to deflect card disputes, streamline data collection, and simplify payment exception operations.

## What is Dispute Management? {#disputes-overview__section_yc1_rmq_ddc}

Dispute management is a system that helps issuing banks handle customer complaints about card transactions. It ensures that disputes are resolved efficiently, enhancing the overall experience for cardholders.

## Why is It Important? {#disputes-overview__section_jrc_tmq_ddc}

Dispute management is important because it:

* Helps prevent issues before they escalate.
* Makes it easier for banks to gather and manage information.
* Improves how customers feel about the service by resolving disputes quickly.
{#disputes-overview__ul_ehj_5mq_ddc}

## How Does It Work? {#disputes-overview__section_yt2_1nq_ddc}

* When a dispute is reported, all necessary information is collected upfront to understand the situation better.
* Disputes are categorized to determine how best to address them, whether they involve fraud, billing errors, or other issues.
* With pre-built integrations to Visa and Mastercard, issuing banks can provide additional transaction details to help deflect potential disputes. If a dispute is initiated, these integrations allow banks to manage the resolution process effectively.
* The system supports efficient decision-making for both fraud and non-fraud disputes. Banks can process claims and automatically submit chargebacks to the appropriate card networks with minimal effort, ensuring that the process is smooth and quick.
{#disputes-overview__ul_dsg_bnq_ddc}

## Benefits {#disputes-overview__section_ifc_fnq_ddc}

* Customers receive quicker answers, enhancing their overall satisfaction.
* Efficient processes help minimize penalties and financial losses associated with disputes.
* The system can handle disputes for multiple card networks, including Visa and Mastercard, providing banks with scalability and adaptability.
{#disputes-overview__ul_vxx_fnq_ddc}
* **[Dispute workflows](https://servicenow-prod.fluidtopics.net/6Rupuzl0mj9_UBUVTasQ3Q)**   
  As a card dispute agent or agent connector, you can work on a credit or debit card dispute cases by investigating and resolving dispute requests for cardholders.
* **[Dispute playbook](https://servicenow-prod.fluidtopics.net/YCjnbEOqv6N9tr94UhlIMQ)**   
  Dispute agents use the dispute playbook to 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.
* **[Dispute workspaces](https://servicenow-prod.fluidtopics.net/U6tqd4OWxyHlhrEPofgUOA)**   
  Dispute workspaces enhance the management of dispute resolution processes and consist of both the agent and manager workspaces.
* **[Dispute decision tables](https://servicenow-prod.fluidtopics.net/90lwSGw2xFb2~M8jxyL_lA)**   
  Decision tables in Dispute Management provide decision logic for card dispute processing.
* **[Dispute intake](https://servicenow-prod.fluidtopics.net/kB9BQHOIoEO_vye8qW47jg)**   
  Dispute intake are designed to capture the relevant information required for dispute intake.