--- sourceDocument: Australia Financial Services Operations sourceDocumentLink: https://www.servicenow.com/docs/r/australia/financial-services-operations Release : - australia ft:locale : - en-US ft:publication_title : - Australia Financial Services Operations ft:clusterId : - finso bundleId : - finso workflow : - Customer and Industry --- # Explore # Exploring Financial Services Operations Integration with Verifi application {#ariaid-title1} Release version: Australia Updated April 1, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Exploring Financial Services Operations Integration with Verifi application ServiceNow® Financial Services Operations (FSO) Integration with Verifi application enables issuers to streamline dispute management by connecting issuer dispute workflows with the Verifi Cardholder Dispute Resolution Network (CDRN). When a cardholder disputes a transaction, the issuer submits the case to Verifi CDRN, which routes it to the merchant. ServiceNow manages the issuer-side processes including case submission, monitoring updates, and closing cases upon merchant resolution, helping avoid chargebacks. Show full answer Show less ## User Roles and Responsibilities * **Dispute Agent:** Manages dispute cases via the Verifi UI, reviews merchant alerts, decides on eligibility, acts on merchant responses, and closes cases when appropriate resolutions are offered. * **System Administrator:** Configures and maintains the Verifi integration including API credentials, polling intervals, SLA thresholds, and decision tables mapping status codes to outcomes. * **Integration Developer:** Implements, extends, or troubleshoots the integration, handling API sequences (eligibility check, case creation, polling, acknowledgment) and debugging API errors. * **Cardholder:** The customer disputing a transaction, receiving timely resolution and communication of merchant responses. * **Merchant:** Responds to dispute alerts within 72 hours, offers resolutions to avoid chargebacks, and protects dispute ratios by resolving directly through Verifi CDRN. ## Benefits and Features * **Dispute Resolution without Chargebacks:** Merchants can offer refunds acceptable to cardholders, allowing disputes to close without chargebacks. * **Automated Merchant Eligibility:** The system automatically checks merchant eligibility via Verifi CDRN API, routing non-eligible merchants to standard dispute processes without agent involvement. * **Reduced Chargeback Exposure for Merchants:** Merchants participating in CDRN can resolve disputes directly with issuers, avoiding fees and protecting their dispute metrics. * **Seamless API Integration:** The integration automates the complete API workflow---eligibility check, case creation, polling, and acknowledgment---eliminating manual API handling for users. ## Next Steps To implement or optimize this integration, explore configuration guides and references such as "Configuring Financial Services Operations Integration with Verifi" and the "Verifi Spoke" within Financial Services Operations Integration with Visa resources. Learn how you can use ServiceNow® Financial Services Operations Integration with Verifi application to seamlessly connect FSO's issuer dispute workflow to Verifi CDRN. ## Overview of the application {#explore-fso-integration-with-verifi-cdrn__cf-exploring-parent-overview} Financial Services Operations Integration with Verifi lets issuers automatically negotiate with merchants before disputes move toward chargeback process. When a cardholder disputes a transaction, the issuer submits a case to CDRN, which routes it to the merchant. ServiceNow® manages the issuer-side workflow --- submitting cases, polling for updates, and closing cases when the merchant responds. ## Financial Services Operations Integration with Verifi application users {#explore-fso-integration-with-verifi-cdrn__cf-exploring-parent-users} {#explore-fso-integration-with-verifi-cdrn__table_yjh_r3f_53c__entry__3} | User | Role | Description | |-|-|-| | Dispute agent | Front-line operations staff who manages cardholder dispute cases through the Financial Services Operations Integration with Verifi UI. | * Review merchant alerts and determine eligibility for Verifi CDRN resolution. * Act on merchant responses by accepting or rejecting the proposed resolution. * Close dispute cases efficiently without escalating to chargeback when a valid merchant offer is available that is acceptable for the cardholder. {#explore-fso-integration-with-verifi-cdrn__ul_d1g_3jg_53c} | | System administrator | ServiceNow platform administrator responsible for configuring and maintaining the Verifi CDRN integration. | * Configure the polling interval and SLA thresholds for Verifi CDRN case monitoring. * Maintain the decision table that maps Verifi status codes to outcomes and descriptions. * Confirm the Verifi CDRN API credentials and connection settings are active and correctly configured. {#explore-fso-integration-with-verifi-cdrn__ul_fnq_3jg_53c} | | Integration developer | Implementation partner or internal developer who configures, extends, or troubleshoot the Verifi CDRN integration. | * Understand the API call sequence --- eligibility check, case creation, polling, and acknowledgment handshake --- to configure or extend subflows. * Debug failures at each API touchpoint, including HTTP 403, 409, and EXPORTING status handling. * Validate that the issuer acknowledgment PATCH is correctly closing cases in Verifi. {#explore-fso-integration-with-verifi-cdrn__ul_ws5_qjg_53c} | | Cardholder | The issuer's customer who initiated the dispute. | * Receive a timely resolution to their dispute. * Understand the outcome of the merchant's response when communicated by the agent. {#explore-fso-integration-with-verifi-cdrn__ul_lcf_vjg_53c} | | Merchant | The retailer or service provider whose transaction is being disputed by the cardholder. | * Respond to dispute alerts within the 72-hour window to avoid a chargeback. * Provide a resolution offer --- such as a full or partial refund --- that the cardholder will accept. * Avoid chargeback fees and protect their dispute ratio by resolving cases directly with the issuer through CDRN. | [Table 1. Users] {#explore-fso-integration-with-verifi-cdrn__table_yjh_r3f_53c} ## Financial Services Operations Integration with Verifi application benefits {#explore-fso-integration-with-verifi-cdrn__cf-exploring-parent-benefits} {#explore-fso-integration-with-verifi-cdrn__table_bkh_r3f_53c__entry__3} | Benefit | Feature | Users | |-|-|-| | Dispute resolution without chargeback. | 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. | Dispute agent, cardholder | | Automated merchant eligibility check. | 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. | Dispute agent | | Reduced chargeback exposure for merchants | Merchants participating in CDRN can respond to dispute alerts directly through Verifi and offer a resolution before a chargeback is filed, protecting their dispute ratio and avoiding chargeback fees. | Merchant | | 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. | Integration developer, system administrator | [ ] {#explore-fso-integration-with-verifi-cdrn__table_bkh_r3f_53c} ## What to explore next {#explore-fso-integration-with-verifi-cdrn__cf-exploring-parent-links} To learn more about configuring and using Financial Services Operations Integration with Verifi, see: * [Configuring Financial Services Operations Integration with Verifi](https://www.servicenow.com/docs/_8n0nKjK_cdvDS~mGJCmkw "Configure the connection between ServiceNow FSO Dispute Management application to the Verifi Cardholder Dispute Resolution Network (CDRN) API to enable end-to-end dispute case submission and resolution.") * [Verifi Spoke](https://www.servicenow.com/docs/access?context=verifi-spoke&version=australia&pubname=australia-integrate-applications&ft:locale=en-US) * [Financial Services Operations Integration with Visa reference](https://www.servicenow.com/docs/QOZXa~KmJuqshO9Ko1tg5g "Reference topics provide additional information on the installed components, including plugins,subflows, and system properties, that you use to configure and administer Financial Services Operations Integration with Visa application.") {#explore-fso-integration-with-verifi-cdrn__ul_ckh_r3f_53c}