Financial Services Card Operations release notes
The ServiceNow® Financial Services Card Operations application enables dispute agents to expedite dispute resolutions by providing the required data and improve the overall experience. Financial Services Card Operations was enhanced and updated in the Zurich release.
Financial Services Card Operations highlights for the Zurich release
- Resolve disputes with a new dispute life cycle for Mastercard dispute transactions.
- Leverage a new workspace page in Financial Services Card Operations to resolve Mastercard disputes.
- Integrate Mastercard's Mastercom APIs into the Dispute Management workflow to resolve card disputes faster and more efficiently.
- Resolve ACH disputes faster with a guided, end-to-end workflow that unifies intake, investigation, and resolution—built on a framework ready for any non-card transaction.
- Streamline operations with a single, consistent intake process that applies across all dispute workflows.
See Overview of the Dispute Management workflow for more information.
Important:
Financial Services Card Operations is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
New in the Zurich release
- Overview of the Dispute Management workflow
- Resolve Mastercard disputes quickly with an enhanced end-to-end workspace that supports all stages of the dispute life cycle, including pre-arbitration and arbitration. Use comprehensive tools to simplify and accelerate the dispute management process.
- ACH disputes workflow
- Resolve ACH disputes faster with a guided, end-to-end workflow that unifies intake, investigation, and resolution—built on a framework ready for any non-card transaction. The unified intake now features a new dispute reason framework for accurate regulatory mapping and embedded WSUD signature collection for seamless authorization capture. The overall workflow centralizes data, applies real-time regulatory checks, and surfaces next best actions to reduce manual effort and speed decisioning, all on a modular design that can scale to additional non-card dispute types.
UI Changes
- Coral theme
- Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences.
Changed in this release
- Overview of the Dispute Management workflow
- Track the progress of the investigation workflow intuitively with a redesigned user interface that presents each transaction within a dispute case using a clear, process-based layout. This new layout visualizes the distinct stages of the investigation workflow, Investigate, Chargeback, and Closure, which enhances visibility and dispute management efficiency.
- Managing disputes integrated with Mastercard
- Integrate the Dispute Management workflow with subflows that communicate with Mastercom, supporting an end-to-end dispute life-cycle from raising an initial dispute to final resolution.
- Unified dispute intake experience
- The dispute intake process has been streamlined to provide a clear, intuitive experience for customers and dispute agents, resulting in faster resolution and reduced manual effort. A unified interface now allows cardholders, account holders, and agents to raise disputes for both card and non-card (ACH) transactions seamlessly.
- Updated chargeback eligibility questionnaire for May Store release
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New Mastercard-specific questions have been added to the chargeback eligibility questionnaire.
For Authorization disputes (all RC 4808 sub-categories): A new mandatory certification statement appears in the dispute information section. It displays after the dispute amount modification reason field. Dispute agents must confirm that authorization was required for the transaction but was not properly obtained before an Authorization chargeback can proceed.
For Consumer Dispute RC 4853 Failed Travel Merchant: Two new questions support the bond or insurance scheme reimbursement requirement:- When a bond or insurance scheme exists, agents are asked what response was received from the bonding authority or insurance scheme when reimbursement was requested.
- When no response has been received, agents are asked to provide the date on which the reimbursement request was submitted.
Questionnaire questions were updated including RC 4853 Failed Travel Merchant – Intra-EEA and Domestic European Transactions Only as an additional display condition.
- Updated dispute intake questionnaire for July Store release
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New questions have been added to the dispute intake questionnaire to support updated Mastercard chargeback ineligibility rule assessment.
- For Goods or Services Not Provided disputes (RC 4853): Dispute agents must select the applicable waiver and insurance status for merchandise delivery. Options are: a liability waiver was signed by the buyer; shipment insurance was declined by the buyer; both a liability waiver was signed and shipment insurance was declined; or neither applied. This question is mandatory for dispute agents and is also displayed to cardholders.
- For Authorization disputes (RC 4808): Dispute agents must identify the current account status. Options include: account closed; suspended or restricted; fraud or compromise; credit-related issue; or account active and in good standing. This question is specific to Mastercard and is not displayed to cardholders.
The following additional changes have been made to existing questionnaire questions in this release:- The What is the dispute about? question choice list has been updated: the Multiple Authorization Requests option has been removed from the RC 4808 Authorization list, and Late Presentment has been removed from the RC 4834 Processing Errors list. The following labels have been updated: CAT 3 Devices (formerly Cardholder-Activated Terminal); Transit First Ride Risk (FRR) and Transit First Ride Issuer Liability (FRIL) claims; Installment Billing Dispute-Participating Countries; Cardholder Dispute-Not Elsewhere Classified-United States Domestic (new).
- Display conditions have been updated for several existing RC 4853 Cardholder Disputes questions — including merchandise return date, date the cardholder first notified the issuer, and whether previous negotiation with the merchant occurred — to reflect the addition of the Cardholder Dispute-Not Elsewhere Classified- United States Domestic sub-category.
- For Refund Not Processed disputes (RC 4853): The question asking for the date the cardholder first notified the issuer of the dispute is displayed when the credit voucher or transaction receipt is not dated. This question applies to dispute agents only.
Accessibility information
- Dark theme
- The new Coral theme includes a dark theme option for web and mobile experiences. This option is commonly used to alleviate eye strain and improve readability.