Using the Dispute Content Pack for US Regulations

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Using the Dispute Content Pack for US Regulations

    The Dispute Content Pack for US Regulations enables dispute agents to manage and track dispute cases governed by US Regulations, specifically Regulation E (Reg E) for savings and checking accounts, and Regulation Z (Reg Z) for credit card transactions. This application ensures that disputes comply with regulatory requirements by providing predefined Service Level Agreements (SLAs) and tools for dispute managers to monitor and act on cases effectively.

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    Workflows and Process

    The content pack supports a structured dispute management workflow initiated when an agent or customer files a dispute via the Customer Service Portal or Consumer Service Portal:

    • Create a Dispute Service Card: The agent begins by entering initial case information and creating a dispute case on behalf of the customer.
    • Initiate a Dispute: The agent inputs dispute details including the referenced account, dispute amount, and dispute type, with options tailored to the nature of the dispute.
    • Select Transaction Activity: The agent selects the card account involved, which automatically maps the applicable SLA based on the account and preconfigured logic relating to Reg E or Reg Z.
    • Submit Case for Investigation: The agent reviews the dispute amount, indicates whether it involves a new financial account, and submits the case for further investigation.

    Each task in the dispute process is sequentially created as agents close previous tasks, ensuring a guided and thorough handling of cases.

    Key Features

    • Predefined SLA definitions aligned with US regulatory requirements to ensure timely dispute resolution.
    • Automated SLA mapping based on transaction type and account details to streamline compliance.
    • Detailed task tracking and SLA visibility through the Task SLAs tab, enabling agents and managers to monitor progress and take necessary actions.

    Benefits for ServiceNow Customers

    ServiceNow customers can confidently manage US-regulated dispute cases with this content pack, ensuring compliance with Reg E and Reg Z while improving operational efficiency. The structured workflows and SLA management help reduce risk, improve dispute resolution times, and provide clear visibility into case status and regulatory adherence.

    Dispute agents use the Dispute Content Pack for US Regulations to track the dispute cases that are governed by United States (US) Regulations (Reg E and Reg Z) and ensure they are in conformance with the regulatory guidance. This application provides the required Service Level Agreement (SLA) definitions and provide details to the dispute manager to monitor and take necessary actions.

    Dispute Content Pack for US Regulations workflows

    When an agent disputes a transaction on behalf of a customer or through the Customer Service Portal or Consumer Service Portal, a dispute service case begins and the dispute card transaction flow is triggered. This flow includes the various tasks that are specific to the case details. Each task is created when an agent closes the previous task.

    1. Create a dispute service card.

      The agent initiates the dispute service process by entering the initial case information and creating a dispute case on behalf of a customer. For more information, see Create a card dispute service case.

    2. Initiate a dispute.
      • The agent enters the dispute details, including the account that is being referenced, the dispute amount, and the type of dispute. The agent provides the necessary information for the available options in the type of dispute. For more information, see Initiate a dispute.
      • In the Select transaction activity, the agent chooses a card account. The applicable Service Level Agreement (SLA) is automatically mapped and is based on the selected account and the preconfigured logic for that transaction.
        Note:
        Regulation E (Reg E) manages the transactions from the savings and checking accounts, while Regulation Z (Reg Z) handles the credit card transactions, according to the applicable criteria.
    3. Submit the case for investigation.
      • In the Submit dispute activity, the agent reviews the dispute amount. The agent selects the option Is this a new financial account? and submits the case for further investigation. For more information on the various stages, see Submit for investigation.
      • After submitting the case, the agent accesses the Task SLAs tab to view the SLA definitions that have been applied.

        The following example shows the task SLAs tab view of the SLA definitions.

        Task SLAs tab view of the SLA definitions.

      • The agent reviews the SLA definitions.