---
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


---

# Working with Regulations

# Working with Regulations {#ariaid-title1}

* Release version: Xanadu
* 
* Updated October 24, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

This page provides dispute agents with the information they need to handle dispute cases effectively and allows dispute managers to monitor case progress and take necessary actions to ensure compliance. The integration with the Dispute Content Pack for US Regulations application helps issuers track dispute cases governed by US regulations (Reg E and Reg Z).

## Creating card dispute case {#working-with-regulations__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 {#working-with-regulations__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 questionnaire {#working-with-regulations__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 {#working-with-regulations__section_mvc_dws_ddc}

The following table lists the decision tables used in Dispute Rules Content Pack for Mastercard.
{#working-with-regulations__table_u14_5q2_5cc__entry__2}

| Decision table | Description |
|-|-|
| Reg E resolution days  | Determines the Reg E resolution days for a Case based on transaction type and country. The default duration is set to 45 days. |
[Table 1. Dispute Rules Content Pack for Visa Decision Tables]

{#working-with-regulations__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.")

## About the Dispute Content Pack for US Regulations {#working-with-regulations__section_gw1_wyr_ddc}

The Dispute Content Pack for US Regulations designed to help financial institutions comply with US regulatory requirements for dispute management. This content pack includes predefined rules and workflows that align with US
regulations, ensuring that all necessary steps are taken to handle disputes in accordance with the law.
* **[Dispute Content Pack for US Regulations](https://servicenow-prod.fluidtopics.net/zw4lohgtZz17T9MRpHGZUw)**   
  The ServiceNow® Dispute Content Pack for US Regulations enables issuers in the United States (US) to track dispute cases and conform with regulatory guidelines.