Dispute decision tables
Decision tables in Dispute Management provide decision logic for card dispute processing.
The following table lists the decision tables used in Dispute Management.
Note: The rules shown here are provided as example rules. Review and configure to reflect your own processing policy.
|
Decision table |
Description |
|---|---|
|
Card dispute rules for internal policy |
Determines the appropriate financial action based on the details of a dispute case. The results can be: - Immediate provisional credit
Note: You can extend the predefined rules based on your own policies. |
|
Derive Dispute Category without Content Pack |
Determines the chargeback dispute category based on the dispute category and dispute reason whenever a dispute content pack isn’t installed. |
|
Derive Disputes Case Priority |
Triages a dispute case based on the dispute category, transaction category, and SEC code (for ACH disputes). |
|
Derive Intake Answers from Chargeback Reason Code and Messages |
Determines answers to the following questions, based on the reason code:
The answer determines which questionnaire to render in the playbook. |
|
Determine chargeback dispute reason code |
Determines the chargeback reason code for Visa disputes based on the case categorization and the responses to the following questions:- What is incorrect about this transaction?
|
|
Determine Chargeback Subflow by Network ID |
Determines which chargeback eligibility subflows run based on the network ID of the disputed transaction. |
|
Determine dispute category |
Determines the Dispute Case category based on the responses to the following questions: - Do you recognize the merchant and the purchase?
|
|
Determine Dispute Category Options |
Determines the dispute category options that are displayed in the dispute questionnaire (based on the Network ID). |
|
Determine Dispute Reason Options |
Determines the dispute reason options that are displayed in the dispute questionnaire (based on the selected dispute category). |
|
Determine Dispute Transaction Outcome |
Determines the outcome status of the transaction based on the chargeback category, dispute service, and representment/response/appeal status. |
|
Determine Next Activity Status |
Determines the next activity in the card dispute workflow. |
|
Determine questionnaire table and view |
Used to determine the Dispute Case questionnaire based on persona, card network, and category. |
|
Determine Mastercard chargeback dispute reason code message |
Determines the chargeback reason code. |
|
Determine Reason Code and Category Subflow by Network ID |
Determines the reason code and category subflow based on the network ID of the disputed transaction. |
|
Dispute Document Rules |
Determines whether an ACH dispute requires a Written Statement of Unauthorized Debit (WSUD). |
Related topics
--- title: Dispute decision tables description: Decision tables in Dispute Management provide decision logic for card dispute processing. locale: en-US canonical_url: https://www.servicenow.com/docs/r/financial-services-operations/dispute-decision-tables.html release: brazil topic_type: concept last_updated: "2026-09-10" reading_time_minutes: 2 breadcrumb: [Card Disputes, Data Models, Explore, Financial Services Operations \(FSO\)] --- # Dispute decision tables Decision tables in Dispute Management provide decision logic for card dispute processing. The following table lists the decision tables used in Dispute Management. **Note:** The rules shown here are provided as example rules. Review and configure to reflect your own processing policy. <table id="table_u14_5q2_5cc"><thead><tr><th> Decision table </th><th> Description </th></tr></thead><tbody><tr><td> Card dispute rules for internal policy </td><td> Determines the appropriate financial action based on the details of a dispute case. The results can be: - Immediate provisional credit - Immediate final credit - Deny - No credit **Note:** You can extend the predefined rules based on your own policies. </td></tr><tr><td> Derive Dispute Category without Content Pack </td><td> Determines the chargeback dispute category based on the dispute category and dispute reason whenever a dispute content pack isn’t installed. </td></tr><tr><td> Derive Disputes Case Priority </td><td> Triages a dispute case based on the dispute category, transaction category, and SEC code \(for ACH disputes\). </td></tr><tr><td> Derive Intake Answers from Chargeback Reason Code and Messages </td><td> Determines answers to the following questions, based on the reason code: - What is this dispute due to? - What is incorrect about this transaction? The answer determines which questionnaire to render in the playbook. </td></tr><tr><td> Determine chargeback dispute reason code </td><td> Determines the chargeback reason code for Visa disputes based on the case categorization and the responses to the following questions:- What is incorrect about this transaction? - This dispute is due to? </td></tr><tr><td> Determine Chargeback Subflow by Network ID </td><td> Determines which chargeback eligibility subflows run based on the network ID of the disputed transaction. </td></tr><tr><td> Determine dispute category </td><td> Determines the Dispute Case category based on the responses to the following questions: - Do you recognize the merchant and the purchase? - Did you provide authorization for the transaction? - What is the issue that you’re experiencing? </td></tr><tr><td> Determine Dispute Category Options </td><td> Determines the dispute category options that are displayed in the dispute questionnaire \(based on the Network ID\). </td></tr><tr><td> Determine Dispute Reason Options </td><td> Determines the dispute reason options that are displayed in the dispute questionnaire \(based on the selected dispute category\). </td></tr><tr><td> Determine Dispute Transaction Outcome </td><td> Determines the outcome status of the transaction based on the chargeback category, dispute service, and representment/response/appeal status. </td></tr><tr><td> Determine Next Activity Status </td><td> Determines the next activity in the card dispute workflow. </td></tr><tr><td> Determine questionnaire table and view </td><td> Used to determine the Dispute Case questionnaire based on persona, card network, and category. </td></tr><tr><td> Determine Mastercard chargeback dispute reason code message </td><td> Determines the chargeback reason code. </td></tr><tr><td> Determine Reason Code and Category Subflow by Network ID </td><td> Determines the reason code and category subflow based on the network ID of the disputed transaction. </td></tr><tr><td> Dispute Document Rules </td><td> Determines whether an ACH dispute requires a Written Statement of Unauthorized Debit \(WSUD\). </td></tr></tbody> </table>**Parent Topic:**[Card Disputes data model](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/financial-services-operations/dispute-data-model.md) **Related topics** [Decision Tables](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/application-development/decision-table.md)
| title | Dispute decision tables |
| description | Decision tables in Dispute Management provide decision logic for card dispute processing. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/financial-services-operations/dispute-decision-tables.html |
| release | brazil |
| topic_type | concept |
| last_updated | 2026-09-10 |
| reading_time_minutes | 2 |
| breadcrumb | Card DisputesData ModelsExploreFinancial Services Operations \(FSO\) |