Dispute Management

Agentic AI streamlines ACH dispute resolution by automating merchant analysis, Nacha eligibility checks, ACH dispute return recommendations, and communications with customers or ODFI (Originating Depository Financial Institution). This solution enhances efficiency, accuracy, and conformance, enabling financial institutions to resolve ACH disputes faster, reduce errors, and improve customer satisfaction.

Review merchant response regarding the dispute. The merchant can choose to resolve the disputed transaction or decline to resolve, during the investigation stage.

Alert the merchant about a Visa card transaction dispute.

Alert the merchant about a card transaction dispute.

In the allocation workflow, dispute agents work to resolve fraud and authorization disputes. Acquirers can choose to initiate pre-arbitration and arbitration, and issuers can respond. This is a part of the allocation dispute workflow for the Chargeback stage.

The allocation workflow lets the acquirer initiate pre-arbitration and arbitration for fraud and authorization disputes.

List associated transactions identified by Visa after the chargeback creation. Review these transactions and associate them with the disputed transaction to help deflect and resolve the dispute in the next activity.

The billing cycle and statement generation day values are required for service level agreements (SLAs) to trigger on credit card dispute records. These values are stored in the Personal credit card account [sn_bom_credit_card] table and are accessible from the Account Parameters related list.

The Block and reissue new card task automatically triggers if a case's dispute category is Fraud.

The Card Data Security container enables secure handling of Payment Card Information (PCI) card data within Financial Services Operations card dispute workflows through integration with a tokenizer service. This allows users to work with sensitive card information without exposing PCI data directly.

Learn about the components and properties that are installed with Card Data Security.

The Card data security application embeds a tokenization service that enables Financial Services Operations (FSO) customers to configure the data that is tokenized and detokenized for Dispute Cases and Dispute Transactions to meet Payment Card Industry (PCI) requirements ("Card Data Security").

After a chargeback is initiated, the chargeback request is sent to Mastercard, which alerts the merchant. Mastercard requests collaboration from merchants, who either provide a voucher, refund, or First-Party Trust evidence as response. If the merchant doesn’t respond, the process escalates to formal chargeback procedures.

This stage enables you to report fraud, initiate chargeback, associate dispute transactions, and review merchant representment evidence, create and review pre-arbitration, and case filing. Visa transactions comprises of two workflows for pre-arbitration and arbitration: collaboration workflow and allocation workflow.

After you have completed all tasks in a card dispute case, you can add final details and close the case in the Closure playbook stage.

In the collaboration workflow, dispute agents work to resolve consumer disputes and processing errors. In this workflow, issuers can choose to initiate pre-arbitration and arbitration, and acquirers can respond to these events.

The collaboration workflow involves the issuer initiating pre-arbitration and arbitration for processing errors and consumer disputes.

Several types of components are installed with the activation of Card Data Security.

The Dispute Content Pack for US Regulations plugin installs components such as SLAs and additional plugins.

Several types of components are installed with the installation of the Dispute Rules Content Pack for Mastercard plugin, including tables.

Several types of components are installed with Dispute Rules Content Pack for Nacha.

Several types of components are installed with the installation of the Dispute Rules Content Pack for Visa plugin.

Configure the questionnaire that appears for dispute agents or account holders when they initiate a dispute.

Plan and configure your implementation of Card Data Security by following the tasks listed in this configuration overview.

If you have the admin role, you can configure Disputes intake via Virtual Agent in ServiceNow Otto for Financial Services Operations (FSO). This provides a conversational experience for your customers to submit card disputes.

Dispute Content Pack for US Regulations includes predefined Service Level Agreement (SLA) definitions that align with Regulation E and Regulation Z. SLA durations are calculated from key dates such as the dispute reported date, task creation date, statement date, and billing cycle date.

You can set up your implementation of the Dispute Rules Content Pack for Mastercard application by installing the application from the ServiceNow Store.

Convert the provisional credit that was issued previously to a customer to a final credit issuance.

Convert the provisional credit that was issued previously to a customer to a final credit issuance.

Convert provisional credit previously issued to a customer to a final credit issuance.

Generate a Java KeyStore (JKS) file for OAuth authentication setup. This process involves extracting the private key from a credentials JSON file and converting it through PEM format to create the required JKS file.

Configure a connection in Card Data Security using an API key for authentication.

Create a card disputes case request from the Customer or Consumer Service Portals by navigating to the service catalog.

Create an X.509 certificate record in ServiceNow by uploading a Java Key Store (JKS) file and configuring the certificate settings. This enables secure authentication and encryption for Card Data Security applications.

Create a dispute case and initiate the dispute for a transaction associated with an account. You can enter dispute information, fill out the dispute questionnaire, upload supporting documentation, and submit the case for investigation.

If you create a new HTTP method for a REST Message entry, you need to create an entry in the tokenizer resource configuration entry table. This maps the REST message function to the tokenization service endpoint.

Whether you're a contact or a consumer, you can create a dispute case with a step-by-step guidance for the case flow process in either the Customer Service Portal or Consumer Service Portal, respectively.

Configure settings in our tokenizer service and your ServiceNow instance to set up new tokenized connections, routes, and methods in Card Data Security.

Review and modify the Virtual Agent topic in Disputes intake via Virtual Agent. Learn how the conversation workflow functions, and modify it for your own needs.

The ServiceNow Dispute Content Pack for US Regulations enables issuers in the United States (US) to track dispute cases and conform with regulatory guidelines.

Learn about the components and properties that are installed with the Dispute Content Pack for US Regulations application.

Learn about the components and properties that are installed with the Dispute Rules Content Pack for Visa application.

The dispute intake process is designed to capture the relevant information required for capturing dispute details. This can be through the customer or consumer service portal, agent workspace, or via Disputes intake via Virtual Agent.

Learn about managing the archive dispute service case and the retention policy of inactive cases.

ServiceNow Dispute Management enables efficient card and non-card transaction dispute resolution, enhanced compliance, and streamlined customer experiences.

Dispute management helps agents create dispute cases for both personal and business debit and credit card accounts, as well as non-card (ACH) transactions, and automate the process of dispute routing and fraud-related activities.

The ServiceNow Dispute Rules Content Pack for Mastercard application provides your agents with questionnaires that they can use to intake dispute-related information for various dispute categories as per the Mastercard guidelines.

Learn about the components and properties that are installed with the Dispute Rules Content Pack for Mastercard application.

The ServiceNow Dispute Rules Content Pack for Nacha application provides your agents with a central reference for automated clearing house (ACH) return reason codes and the logic used to determine them, based on Nacha operating guidelines.

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.

If you have the admin role, you can install the Dispute Rules Content Pack for Nacha application.

Learn about the components and properties that are installed with the Dispute Rules Content Pack for Nacha application.

By using the Dispute Rules Content Pack for Nacha, your agents can help customers to determine the correct reason code for automated clearing house (ACH) transaction disputes based on Nacha operating guidelines. Agents use the predefined logic in the content pack, as well as a knowledge base article outlining the eligibility rules, required documentation, and timelines for each return code.

Manage the archive rule that is provisioned in the Card Disputes Service Case table of the Financial Services Card Operations application. With this rule, your organization can meet your dispute service case archiving requirements. By default, inactive cases that are more than two years old are automatically archived.

Disputes intake via Virtual Agent is an AI skill that uses a chat bot to collect card dispute information from customers. This streamlines the submission process and reduces workloads for live agents by using AI to infer answers and fill out dispute forms automatically.

If any conkeyrefs are broken, re-add them from the doc/source/reuse/domain-separation/domain-separation-overview.dita file.In the short description, edit the first sentence to state whether domain separation is supported or not and add the application name. Keep the conkeyref at the end that describes domain separation.Domain separation is supported for Card Data Security. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

Domain separation is unsupported for the Dispute Rules Content Pack for Mastercard application. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

Domain separation is unsupported for the Dispute Content Pack for US Regulations. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

If any conkeyrefs are broken, re-add them from the doc/source/reuse/domain-separation/domain-separation-overview.dita file.In the short description, edit the first sentence to state whether domain separation is supported or not and add the application name. Keep the conkeyref at the end that describes domain separation.Domain separation is unsupported for the Dispute Rules Content Pack for Visa. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

If any conkeyrefs are broken, re-add them from the doc/source/reuse/domain-separation/domain-separation-overview.dita file.In the short description, edit the first sentence to state whether domain separation is supported or not and add the application name. Keep the conkeyref at the end that describes domain separation.Domain separation is unsupported for Dispute Rules Content Pack for Nacha. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

Learn more about Card Data Security and how it can be used to tokenize sensitive card data, display and mask Primary Account Numbers (PANs), and manage sensitive attachments for Dispute Cases and Dispute Transactions.

Learn how the Dispute Content Pack for US Regulations application streamlines the dispute resolution process under United States (US) regulatory guidelines, including Regulation E (Reg E) and Regulation Z (Reg Z).

Learn how the Dispute Rules Content Pack for Nacha application helps ensure that your organization can properly categorize and process automated clearing house (ACH) disputes.

Learn how the Dispute Rules Content Pack for Mastercard application uses dispute mapping to ensure that your organization can properly categorize and process disputes.

Learn how the Dispute Rules Content Pack for Visa application leverages questionnaire and mapping to ensure proper categorization and processing of disputes.

Financial adjustments are tasks or activities displayed based on the policy of the transaction. In Mastercard, there are two types of financial adjustments: Financial adjustments 1 and Financial adjustments 2.

Use this agentic workflow to assist human agents with analyzing friendly fraud cases, selecting a course of action, and drafting a decision response to customers.

Initiate customer communication after the final decision on ACH dispute resolution is completed. When the dispute communication AI agent is enabled, it can automatically select an email template, draft the message, and let you review it before sending.

Reverse the temporary credit issued by the bank to the account holder.

Evaluate a merchant's credibility to determine whether the transaction is legitimate or potentially fraudulent before deciding on a resolution. When the ACH disputes AI agent workflow is enabled, an AI agent can perform this analysis automatically based on merchant reviews found through a web search and the merchant's past dispute history.

Evaluate the Nacha operating guidelines to ensure that the ACH dispute qualifies for potential reimbursement. When the Nacha operating guidelines check AI agent is enabled, it can verify eligibility automatically by checking required documentation, such as a valid Written Statement of Unauthorized Debit (WSUD), and confirming actions occur within the allowed time frames.

File a return to ODFI for a disputed transaction if it has been determined to be eligible for a refund.

Provide a temporary provisional credit to the account holder while the ACH dispute is investigated.

Review the ACH dispute information based on merchant analysis and Nacha eligibility recommendations and determine the final action. When the ACH dispute return recommendation AI agent is enabled, it can analyze past disputes with similar transaction values and recommend an action for you.

Complete the financial adjustment so the customer receives the correct funds after the dispute is resolved.

After following up with the customer to request further documentation about the dispute, verify the supporting documents that you received.

After following up with the Originating Depository Financial Institution (ODFI) to request further documentation about the dispute, verify the supporting documents that you received.

The 4-eyes policy, implemented in the case dispute flow, can enhance your dispute management process. This policy ensures that two authorized individuals handle the critical tasks and establish an efficient risk control mechanism.

Complete tasks such as initiating a chargeback, providing credit to a customer, and refunding a merchant.

This is a part of the collaboration dispute workflow for the Chargeback stage. Initiate a chargeback request for the card network issuer to credit the customer with the card network and await a response from the merchant.

This is a part of the allocation dispute workflow for the Chargeback stage. Initiate a chargeback request for the card network issuer to credit the card holder with the card network, and await a response from the merchant.

Initiate a request for the card network issuer to credit the customer.

Initiate a chargeback for Mastercard transaction disputes and request collaboration from merchants.

If you have the admin role, you can install the Card Data Security application (sn_data_sec).

If you have the admin role, you can install the Dispute Rules Content Pack for Visa application.

If you have the admin role, you can install the Dispute Content Pack for US Regulations application.

If you have the admin role, you can install the Dispute Rules Content Pack for Mastercard application.

Complete tasks such as determining a recovery option, writing off a disputed transaction amount, and provide immediate final credit, notify the merchant, initiate provisional credit, determine reversal of provisional credit, and investigate the transaction.

The Investigate stage involves tasks related to pursuing chargeback and initiate investigation of the dispute.

The Investigate stage displays the dispute tasks related to investigating the Mastercard transaction.

The Investigate stage of the card dispute includes activities such as issuing provisional credit, reviewing participating merchant alerts, and investigating the transaction.

Initiate temporary provisional credit to the Mastercard card holder.

Initiate temporary provisional credit to the Visa card holder.

Learn about the Form Data Collector. This application is used to assist with populating case form fields during a customer's interaction with a Virtual Agent chatbot.

Determine whether to initiate a chargeback for a transaction if the cardholder hasn’t yet received the final credit.

Learn how attachments in the contextual side panel are handled in Card Data Security.

You can modify the schema and connection properties in our tokenizer service. Manage the vault columns and properties, and customize the data sent and received from the Third-Party System, such as additional routes and field values.

The Tokenizer Resource Configurations table contains entries for each endpoint that sends and receives tokenized data. It defines which REST message function Card Data Security uses based on the API path, HTTP method, and target system.

Card data security integrates with a service to enable tokenization and detokenization of data configured for Dispute Cases and Dispute Transactions. Administrators can manage connections and create new routes and methods in the application.

Dispute management enables agents to create dispute cases for both personal and business debit and credit card accounts, as well as non-card ACH transactions, and automate the process of dispute routing and fraud-related activities. Learn how agents initiate, investigate, and resolve dispute cases for personal and commercial customers.

Create and manage dispute cases with various integrations such as Visa, Mastercard, or without any integrations.

If a merchant refuses a transaction dispute, the case may move to the manual investigation task.

If a merchant refuses a transaction dispute, the case may move to the manual investigation task.

The Dispute management workflow integration with Visa supports pre-arbitration and arbitration workflows. These workflows help resolve disputes between issuers and acquirers.

Email templates are pre-formatted files that you can use to start creating email notifications.

On the Processing tab of the card disputes playbook, all disputed transactions in an ACH dispute case are displayed on a dashboard. The tab also provides transaction information such as dispute amount, transaction date and time, merchant, transaction state, current activity, and activity SLA.

A dispute case moves through Initiate, Processing, and Closure stages. The case playbook displays disputed transaction details, including customer information, dispute amount, card details, merchant, transaction state, and activity SLA.

You can view all the transactions of the dispute in the Processing stage of the playbook. This stage provides transaction information such as dispute amount, transaction date and time, merchant name, transaction state, current activity, and activity SLA.

Issue immediate final credit to the card holder.

If a merchant's representment was not approved as sufficient supporting evidence by the issuing bank, the issuing bank upholds the chargeback.

Issue immediate final credit to the Visa card holder.

Issue immediate final credit to the card holder.

Initiate temporary provisional credit to the card holder.

Complete the Recovery option task to choose whether to pursue chargeback for a Visa transaction where final credit to the card customer will be provided.

Complete the Recovery option task to choose whether to pursue chargeback for a transaction where final credit to the card customer will be provided.

A merchant can be refunded if their representment evidence is approved.

Report potential fraud on a transaction to a card network.

Report potential fraud on a transaction to a card network.

Report potential fraud on a transaction to the Visa card network. If potential fraud was flagged for a transaction during manual investigation, a transaction includes the fraud reporting task within the workflow.

Report potential fraud on a transaction to a card network. If potential fraud was flagged for a transaction during manual investigation, a transaction includes the Fraud reporting task within the workflow

Provide a response and feedback to the customer for a decision made on a dispute, such as friendly fraud.

Detect friendly fraud and determine the course of action required depending on the amount being disputed, the customer relationship, and the outcome of the detection logic. When the Friendly fraud AI agent is enabled as part of the Help resolve friendly fraud disputes agentic workflow, the agent recommends an action and helps draft the customer response.

As an agent, you can resume a card dispute case when a customer leaves a Virtual Agent chat in Disputes intake via Virtual Agent without submitting the dispute. Pick up where the customer left off and complete the details of the dispute case.

Learn how a customer can resume a card dispute case in Disputes intake via Virtual Agent when they close a Virtual Agent chat before submitting the case.

Use the Card Data Security component to mask and reveal a PAN in the dispute workspace and transaction details record.

Reverse the temporary credit issued by the bank to the card holder.

Reverse the temporary credit issued by the bank to the card holder.

Reverse the temporary credit issued by the bank to the card holder.

Review dispute cases that customers submit through the dispute intake portal, or that contributors create in the intake workspace.

Review second presentment for the chargeback and initiate pre-arbitration or arbitration, as required for the dispute workflow of the Chargeback stage. For Mastercard transaction chargeback, you can skip raising the pre-arbitration and directly raise the arbitration request.

Review and respond to the pre-arbitration request created by the acquirer.

Review the arbitration response received from Mastercard and proceed to resolve the dispute. This step occurs in the Mastercard dispute process when you’ve escalated from pre‑arbitration to arbitration or skipped pre‑arbitration and moved directly into arbitration.

Review a case filing appeal and obtain an acknowledgment from Visa.

An appeal can be created by the issuer or acquirer if either party isn’t satisfied with the arbitration ruling from Visa. Review the case filing response and receive the decision letter from Visa.

Review a merchant’s response for the dispute and initiate pre-arbitration, if necessary for the collaboration dispute workflow for the Chargeback stage.

Review the incoming case filing created by the acquirer and create an appeal if required.

Retrieve a chat interaction between a customer and Disputes intake via Virtual Agent to review a transcript of the conversation and confirm responses.

Review the merchant’s response to the pre-arbitration and create a case filing.

After you raised a pre-arbitration request in the Chargeback stage of Mastercard transaction dispute, review the response and decide whether to accept, reject, or escalate the pre arbitration to arbitration.

Review the representment evidence provided by a merchant during a chargeback request. A representment is the process where a business can prove that a charge that is being questioned is valid and the consumer's charge should not be reversed.

The merchant responds to the collaboration by either providing a refund, a voucher, or a First-Party Trust evidence. If the collaboration isn’t successful, then the second presentment is awaited.

Configure a JWT key to enable secure authentication for Card Data Security. This is used to sign the authentication tokens that ServiceNow sends to external systems.

Configure a JWT Provider to enable secure token-based authentication for Card Data Security by setting up signing configurations and claim values. This provider generates JSON Web Tokens that authenticate requests to the tokenizer service using credentials from your tokenizer service JSON file.

To use tokenized data with a Third-Party System, update the endpoint URL for the Third-Party System's REST message entry in ServiceNow.

Configure a token signer to enable secure JWT-based authentication for tokenizer service integration. This task involves creating an OAuth entity profile with JWT Bearer grant type, setting up OAuth credentials, and establishing a connection alias that links to your tokenizer service endpoint.

Create a credential to enable secure authentication for Card Data Security integrations. This credential authenticates your ServiceNow instance with the tokenizer service gateway.

Configure an OAuth provider to enable secure authentication between ServiceNow and a third-party tokenizer service for Card Data Security. This setup establishes the necessary connection credentials and JWT configuration required for secure data tokenization operations.

You can set up your implementation of the Dispute Rules Content Pack for Visa application by installing the application from the ServiceNow Store.

After you configure your tokenizer service, follow these steps to set up OAuth connectivity with your ServiceNow instance. This connection is required to get file metadata and download URLs from files hosted in the tokenizer service vault.

Configure the Connection & Credential records for Card Data Security. This establishes the primary outbound connection that routes requests from ServiceNow to external APIs via the tokenizer service.

Configure the API REST message for your integration. This step points outbound REST messages to the correct tokenizer service endpoint.

For Verifi integrations, set up a dedicated Verifi connection alias for Card Data Security operations.

Configure Dispute Management to process card payment network and ACH disputes. Installation requirements vary by network provider.

Create a new dispute case using the Disputes intake via Virtual Agent skill in the ServiceNow Otto for Financial Services Operations (FSO) application. Customers can interact with a Virtual Agent chat, which collects and infers details from customer responses.

Generate a summary from the defined fields on the case record and quickly understand the case context by using the case summarization skill in the ServiceNow Otto for Financial Services Operations (FSO) application.

This reference topic provides troubleshooting steps to resolve a customer or contact being unable to sign or submit the Written Statement for Unauthorized Debit (WSUD) document.

Learn about features in Dispute Management that are currently not supported.

This reference topic provides troubleshooting steps to resolve a customer or contact seeing the Upload Document button instead of the Sign Document button in the Customer signature required playbook activity. This activity is for the Written Statement for Unauthorized Debit (WSUD) document verification task.

With Card Data Security installed and configured, dispute agents can reveal masked PANs and view sensitive documents at the transaction level in the Financial Services Operations workspace.

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.

By using the Dispute Rules Content Pack for Mastercard's questionnaire, your agents can help customers complete the reason code mapping for their disputes. This mapping enables the agents to categorize the dispute and determine the chargeback eligibility according to the Mastercard Chargeback Guide.

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.

Track the progress of card disputes case requests using the dispute tracker.

Work on an ACH dispute case to review case information, verify that any outstanding tasks are completed, and resolve the dispute.

Work on a dispute case to review case information, ensure that any outstanding tasks are completed, and resolve the service request.

The Dispute management workflow integrates with subflows that communicate with Visa, supporting an end-to-end dispute lifecycle from raising an initial dispute to final resolution. These subflows can help you meet Visa's chargeback deadlines and ensure successful dispute resolution.

The integration of Mastercard APIs into Dispute Management enables you to resolve card disputes faster and more efficiently.

The dispute agent workspace provides a single, streamlined, and consistent workflow for agents. This workspace offers alignment with back‑end process steps and easier decision‑making through each stage of a dispute. The landing page provides an overview of your cases and tasks, which helps to monitor your workload, focus on high-priority items, and track the status of disputes.

As a dispute manager, you can work on your assigned cases and coordinate real-time updates on your team's cases from the dispute manager workspace.

This reference topic provides troubleshooting steps to resolve the Customer Signature Required activity not appearing in the playbook. It also resolves the Written Statement for Unauthorized Debit (WSUD) document verification task not being generated.

This reference topic provides troubleshooting steps to resolve a Written Statement for Unauthorized Debit (WSUD) not being emailed to a customer during ACH dispute intake.

This reference topic provides troubleshooting topics for common issues in the Written Statement for Unauthorized Debit (WSUD) process. This includes customer signature activities, email notifications, and document verification tasks.