Financial Services Operations Integration with Verifi release notes

Release version: Australia
Updated April 3, 2026
2 minutes to read

The ServiceNow®Financial Services Operations Integration with Verifi application connects the Financial Services Operations (FSO) issuer dispute workflow to Verifi's Cardholder Dispute Resolution Network (CDRN) - a Visa owned pre-dispute settlement network. This integration enables issuers to automatically initiate structured negotiations with merchants before disputes escalate to costly chargebacks. Financial Services Operations Integration with Verifi is a new application in the Australia release.

About Financial Services Operations Integration with Verifi

  • A dispute agent proactively initiates dispute resolution without chargeback for the participating merchants.
  • System runs automated merchant eligibility check.
  • Reduced chargeback exposure for merchants.
  • Seamless API integration.

See Financial Services Operations Integration with Verifi for more information.

Activation and other requirements

Important:
Financial Services Operations Integration with Verifi is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
Activation information

Install by requesting it from the ServiceNow Store. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

Additional requirements

The system property sn_bom_credit_card.is_verifi_integration_enabled must be set to true, so that it will be shipped as false out of the box.

Australia

The ServiceNow®Financial Services Operations Integration with Verifi application connects the Financial Services Operations (FSO) issuer dispute workflow to Verifi's Cardholder Dispute Resolution Network (CDRN) - a Visa owned pre-dispute settlement network. This integration enables issuers to automatically initiate structured negotiations with merchants before disputes escalate to costly chargebacks. Financial Services Operations Integration with Verifi is a new application in the Australia release.

What's new

  • Avoids costly chargebacks: When a merchant accepts the dispute and offers a refund that is acceptable for the cardholder, the case is closed as resolved with no chargeback initiated.
  • Automates merchant eligibility checks: The system automatically checks merchant eligibility through the Verifi CDRN API before creating a case. Non-eligible merchants are routed to the standard dispute lifecycle without agent intervention.
  • Seamless closure of disputes: Merchants participating in CDRN can respond to dispute alerts directly through Verifi .
  • Seamless API integration: The four-subflow API sequence — eligibility check, case creation, polling, and acknowledgment handshake — is fully automated and requires no manual API interaction from agents or supervisors.

What's changed

  • Playbook actions:
    • Create alert case
    • Get case details
  • New fields:
    • Pre-dispute settlement eligibility: Indicates if a merchant is eligible for a CDRN settlement.
    • Customer decision: Indicates if a cardholder agrees or disagrees with the refund proposed by the merchant.
  • Create alert case
  • Get case details
  • Pre-dispute settlement eligibility: Indicates if a merchant is eligible for a CDRN settlement.
  • Customer decision: Indicates if a cardholder agrees or disagrees with the refund proposed by the merchant.