Working with Regulations
Summarize
Summary of Working with Regulations
This content is designed to help dispute agents and managers effectively handle dispute cases related to card transactions, ensuring compliance with US regulations such as Reg E and Reg Z. The integration with the Dispute Content Pack for US Regulations allows issuers to track and manage disputes in line with regulatory requirements.
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Managing Dispute Cases
Agents manage dispute cases using the dispute service case and its associated tasks. The process for creating and handling card dispute cases follows defined stages and workflows, ensuring organized case management.
Dispute Categories
Disputes are classified into four main categories, each reflecting different reasons for dispute:
- Fraud: When the cardholder did not authorize or participate in the transaction.
- Authorization: When a transaction required authorization but was completed by the merchant without it.
- Processing Error: When a transaction is incorrectly processed due to merchant error or not according to card network rules.
- Consumer: When the cardholder disputes issues related to the quality or receipt of goods or services.
Each card network has specific rules and reason codes that fit within these categories.
Dispute Questionnaire
When initiating a dispute, agents and cardholders respond to a tailored set of questions designed to simplify information gathering. Clear and straightforward questions help streamline the intake process, improving understanding and response accuracy. Configuration options allow customization of these questionnaires.
Dispute Decision Tables
Decision tables, such as those in the Dispute Rules Content Pack for Mastercard and Visa, provide logic for dispute processing. For example, the Reg E resolution days table sets resolution timeframes based on transaction type and country, with a default of 45 days. These tables ensure consistent and compliant decision-making.
Dispute Content Pack for US Regulations
The ServiceNow® Dispute Content Pack for US Regulations equips financial institutions to comply with US dispute management laws. It includes predefined rules and workflows aligned with Reg E and Reg Z, enabling issuers to track and manage disputes according to regulatory standards.
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
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, seeCreating a card dispute case.
This process includes various stages. For more details on these stages, see Managing dispute workflows.
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
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 Processing dispute intake.
Dispute decision tables
The following table lists the decision tables used in Dispute Rules Content Pack for Mastercard.
| 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. |
For more information on the Decision tables that provide the logic for processing card disputes, see Configuring dispute decision tables
About the Dispute Content Pack for US Regulations
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.