Exploring Financial Services Operations Integration with Verifi application

  • Release version: Australia
  • Updated April 1, 2026
  • 2 minutes to read
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    Summary of Exploring Financial Services Operations Integration with Verifi application

    ServiceNow® Financial Services Operations (FSO) Integration with the Verifi application streamlines the issuer dispute workflow by connecting directly to Verifi’s Cardholder Dispute Resolution Network (CDRN). This integration allows issuers to automatically negotiate with merchants to resolve disputes before they escalate to chargebacks. When a cardholder disputes a transaction, the issuer submits the case to CDRN, which routes it to the merchant. ServiceNow manages the issuer-side workflow, including case submission, status polling, and case closure based on merchant responses.

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    User Roles and Responsibilities

    • Dispute Agent: Manages cardholder disputes via the Verifi UI, reviews merchant alerts for eligibility, responds to merchant offers, and closes disputes without chargeback when possible.
    • System Administrator: Configures and maintains the Verifi integration, including API credentials, polling intervals, SLA thresholds, and decision tables mapping Verifi status codes to outcomes.
    • Integration Developer: Implements, extends, and troubleshoots the Verifi API integration, manages the API call sequence (eligibility check, case creation, polling, acknowledgment), and resolves errors at each stage.
    • Cardholder: The customer initiating the dispute, receiving timely resolutions and communication through the issuer.
    • Merchant: Responds to dispute alerts within 72 hours via Verifi CDRN, offers resolutions (refunds), and avoids chargebacks and fees by resolving disputes directly with the issuer.

    Benefits and Key Features

    • Dispute Resolution Without Chargeback: Enables closing disputes when merchants offer refunds acceptable to cardholders, preventing chargebacks.
    • Automated Merchant Eligibility Check: Verifi API automatically verifies merchant eligibility before case creation, routing ineligible merchants to the traditional dispute process.
    • Reduced Chargeback Risk for Merchants: Merchants can avoid chargeback fees and protect their dispute ratios by responding directly and resolving cases through CDRN.
    • Seamless API Integration: Fully automated four-step API workflow (eligibility check, case creation, polling, acknowledgment handshake) reduces manual intervention and streamlines operations.

    Practical Application for ServiceNow Customers

    This integration empowers ServiceNow customers in financial services to enhance operational efficiency by automating issuer dispute workflows and improving collaboration with merchants. Customers can expect faster dispute resolution, reduced operational costs related to chargebacks, and improved customer satisfaction through timely communication. Administrators and developers benefit from configurable settings and robust API integration tools to tailor the solution to their environment and troubleshoot effectively.

    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

    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

    Table 1. Users
    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.
    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.
    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.
    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.
    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.

    Financial Services Operations Integration with Verifi application benefits

    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

    What to explore next

    To learn more about configuring and using Financial Services Operations Integration with Verifi, see: