---
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


---

# Using the Dispute Rules Content Pack for Visa

# Using the Dispute Rules Content Pack for Visa {#ariaid-title1}

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

Dispute agents use the Dispute Rules Content Pack for Visa's questionnaire to help customers in completing the reason code mapping. This enables the categorization of the dispute and determines eligibility according to the Visa Core Rules. Learn how agents initiate, investigate, and resolve dispute cases.

## Dispute Rules Content Pack for Visa workflows {#using-the-dispute-rules-content-pack-for-visa__section_wbw_xyh_11c}

In the  Dispute Rules Content Pack for Visa, the following actions take place:

* The dispute agent completes the intake of questionnaires based on dispute category
* Decision tables are evaluated to determine the dispute reason code and chargeback eligibility
{#using-the-dispute-rules-content-pack-for-visa__ul_j42_h2f_5cc}

When an agent disputes a transaction on behalf of a customer, a dispute service case begins and triggers the dispute card transactions flow. This flow includes various tasks specific to the case details, and each task is created
when an agent closes the previous task.

1. [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.").

   Initiate the dispute service process by entering the initial case information and creating a dispute case on behalf of a customer.
2. [Initiate a dispute](https://servicenow-prod.fluidtopics.net/WeEcHDLBAf6gKCLQn3lv4w "Begin a dispute case in Financial Services Card Operations for a transaction associated with a card account. You can enter dispute information, fill out the dispute questionnaire, upload supporting documentation, and submit the case for investigation.").

   Enter the dispute details, including the account being referenced, the dispute amount, and the type of dispute. Provide the necessary information for the available options in the type of dispute
   (Consumer disputes, Fraud, Authorization, Processing errors).
3. [Submit for investigation](https://servicenow-prod.fluidtopics.net/WeEcHDLBAf6gKCLQn3lv4w "Begin a dispute case in Financial Services Card Operations for a transaction associated with a card account. You can enter dispute information, fill out the dispute questionnaire, upload supporting documentation, and submit the case for investigation.").

   Submit the case for investigation by updating the dispute amount and determine your eligibility for a chargeback through the questionnaire and reason code
   mapping.
{#using-the-dispute-rules-content-pack-for-visa__ol_yb1_fb3_11c}