--- sourceDocument: Xanadu Financial Services Operations sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/financial-services-operations Release : - xanadu ft:locale : - en-US ft:publication_title : - Xanadu Financial Services Operations ft:clusterId : - finso bundleId : - finso workflow : - Customer and Industry --- # Managing Visa disputes # Managing Visa disputes {#ariaid-title1} * Release version: Xanadu * * Updated October 24, 2024 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read This page provides issuers the ability to understand the process of implementing the integration of ServiceNow® Financial Services Card Operations (card dispute playbook) with the Dispute Rules Content Pack for Visa application. ## Creating card dispute case {#managing-visa-disputes__section_drc_cws_ddc} 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, see[Create a card dispute service case](https://servicenow-prod.fluidtopics.net/E8YXeLxUc2ibCJMM~VAeYg "An agent can begin the card dispute or report a dispute by creating a dispute case on behalf of a customer."). This process includes various stages. For more details on these stages, see [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 categories {#managing-visa-disputes__section_r5c_fws_ddc} Dispute categories include Fraud, Authorization, Processing Error, and Consumer Disputes. Each card network has its own set of rules and reason codes, but they generally fit into the following 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 {#managing-visa-disputes__section_rkt_k4v_2dc} Reason codes indicate the reason for a dispute. For a list, see, [Reason codes supported in Dispute Rules Content Pack for Visa](https://servicenow-prod.fluidtopics.net/gpy7Nt5fLLNoF39dcIA_jg "This section lists the Visa reason codes that are supported in Financial Services Operations Dispute Rules Content Pack for Visa."). ## Dispute questionnaire {#managing-visa-disputes__section_jpx_fws_ddc} 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 [Dispute intake](https://servicenow-prod.fluidtopics.net/kB9BQHOIoEO_vye8qW47jg "Dispute intake are designed to capture the relevant information required for dispute intake."). ## Dispute decision tables {#managing-visa-disputes__section_mvc_dws_ddc} The following table lists the decision tables used in Dispute Rules Content Pack for Visa. {#managing-visa-disputes__table_u14_5q2_5cc__entry__2} | Decision table | Description | |-|-| | Visa Chargeback Eligibility Rules Subflow Mapping | Determines which chargeback eligibility subflow to call. | | Determine chargeback dispute reason code  | Determines the chargeback reason code for Visa disputes based on the case categorization and the responses to the following questions: * What is incorrect about this transaction?  * This dispute is due to? {#managing-visa-disputes__ul_fz4_hr2_5cc} | [Table 1. Dispute Rules Content Pack for Visa Decision Tables] {#managing-visa-disputes__table_u14_5q2_5cc} For more information on the Decision tables that provide the logic for processing card disputes, see [Dispute decision tables](https://servicenow-prod.fluidtopics.net/90lwSGw2xFb2~M8jxyL_lA "Decision tables in Dispute Management provide decision logic for card dispute processing.") ## Chargeback reason code {#managing-visa-disputes__section_pgc_hws_ddc} 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 Visa, which uses this information to process disputes through Visa Resolve Online (VROL). 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. For more information, see [Reason codes supported in Dispute Rules Content Pack for Visa](https://servicenow-prod.fluidtopics.net/gpy7Nt5fLLNoF39dcIA_jg "This section lists the Visa reason codes that are supported in Financial Services Operations Dispute Rules Content Pack for Visa."). ## Chargeback eligibility rules {#managing-visa-disputes__section_ipx_hws_ddc} Dispute Management content packs can take all the data that was collected during the intake process, and then run it against the Visa chargeback eligibility rules. This is to determine if the dispute is eligible for chargeback, or ineligible and the user has no chargeback rights. If the user doesn't have chargeback rights, then the system determines the reasons why the transactions are ineligible for chargeback. ServiceNow will maintain the annual changes to these rules, removing the manual and time-consuming responsibility from banks. Note that the content in these packs, which includes the questions, eligibility rules and other information, will be in a read-only format. ## About the Dispute Rules Content Pack for Visa {#managing-visa-disputes__section_gw1_wyr_ddc} The Dispute Rules Content Pack for Visa includes an intake questionnaire, chargeback eligibility determination based on Visa rules, and mapping of dispute reason codes. These features helps issuing banks enhance the data quality of dispute transactions, reduce the need for manual data entry, and apply chargeback eligibility rules through a connected system. * **[Dispute Rules Content Pack for Visa](https://servicenow-prod.fluidtopics.net/ErRc8NQlZs5ZCQR~8Y9ZMw)** The ServiceNow® Dispute Rules Content Pack for Visa provides questionnaires for the intake of dispute related information under various dispute categories as per Visa guidelines.