Combined Financial Services Card Operations release notes for upgrades from Yokohama to Zurich

  • Release version: Zurich
  • Updated August 11, 2026
  • 5 minutes to read
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    Summary of Combined Financial Services Card Operations release notes for upgrades from Yokohama to Zurich

    This consolidated resource assists ServiceNow customers in preparing for upgrading their Financial Services Card Operations from the Yokohama release to Zurich. It details new features, changes, and important upgrade considerations spanning these release versions. The guide emphasizes streamlined dispute management for Visa, Mastercard, and ACH transactions, along with data model enhancements and workflow improvements designed to increase operational efficiency and accuracy.

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    Key Features

    • Friendly Fraud Detection (Yokohama): Incorporates predefined rules to detect and resolve friendly fraud in Visa disputes, enabling tailored actions such as credit issuance, denial, or chargebacks.
    • Enhanced Visa Disputes Playbook (Yokohama): Updates the end-to-end Visa dispute processing flow to support associated transactions, multiple transaction disputes, and stages including pre-arbitration, arbitration, and appeals.
    • Mastercard Disputes Workflow (Zurich): Introduces a comprehensive workspace supporting all phases of the Mastercard dispute life cycle with integrated Mastercom API subflows for faster resolution.
    • ACH Disputes Workflow (Zurich): Provides a guided, end-to-end dispute workflow unifying intake, investigation, and resolution for ACH and other non-card transactions, featuring regulatory mapping and embedded signature collection to streamline authorization capture.
    • Unified Dispute Intake Experience (Zurich): Simplifies dispute filing by enabling cardholders, account holders, and agents to raise disputes for both card and non-card transactions in a single interface, reducing manual effort and accelerating resolutions.
    • Financial Services Operations Core Integration (Yokohama): Reparents the Card Disputes Transaction table to the Financial Task table in Financial Services Operations Core, aligning the data model to leverage core platform enhancements while maintaining application functionality.

    Key Changes

    • Visa Resolve Online (VROL) Updates (Yokohama): Adjusts dispute intake table columns and updates domain value descriptions to align with VROL version 25.1 standards.
    • Investigation Workflow UI Redesign (Zurich): Enhances dispute case management by visually segmenting workflow stages—Investigate, Chargeback, Closure—improving clarity and operational efficiency.
    • Mastercard Dispute Integration (Zurich): Embeds Mastercom communication in the dispute management workflow, enabling an end-to-end lifecycle from initiation to resolution.
    • Streamlined Dispute Intake (Zurich): Refines the intake process for a more intuitive and faster user experience for both customers and agents.

    Upgrade Considerations

    • During the Yokohama upgrade, reparenting of dispute transaction tables may increase upgrade time if large data volumes exist.
    • Pre- and post-upgrade tasks should be reviewed and completed as instructed to ensure a smooth transition.
    • Activation involves requesting Financial Services Card Operations through the ServiceNow Store; no changes were noted for Zurich activation.

    Additional Information

    • No features or functionality were removed or deprecated between Yokohama and Zurich releases.
    • No updates to browser requirements, accessibility, localization, or additional requirements were introduced in these releases.

    By upgrading to Zurich, customers can expect enhanced dispute management capabilities across Visa, Mastercard, and ACH transactions, improved workflows, and a unified intake experience—all designed to reduce manual effort, accelerate resolution times, and leverage the core Financial Services Operations platform for optimal performance.

    Consolidated page of all release notes for Financial Services Card Operations from Yokohama to Zurich.

    How to use this page

    To help you prepare for your upgrade, we have combined the cross-family Financial Services Card Operations release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Yokohama to Zurich.

    Tip:
    If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release."

    Important information for upgrading Financial Services Card Operations to Zurich

    Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed.

    Release Release notes

    Yokohama

    During the upgrade to Yokohama, the Financial Services Card Operations plugin reparents the Card Disputes Transaction table [sn_bom_credit_card_disputes_transaction] to the Financial Task table [sn_bom_task] in Financial Services Operations Core.

    Reparenting leverages the benefits and advancements of ServiceNow® Financial Services Operations Core while preserving the functionality of existing applications.
    Note:
    If your instance uses the Card Disputes Transaction table [sn_bom_credit_card_disputes_transaction] and it contains a large amount of data, you may experience increased upgrade times.

    Zurich

    		 No updates for this release.

    New features

    Between your current release family and Zurich, new features were introduced for Financial Services Card Operations.

    Release Release notes

    Yokohama
    Detect friendly fraud
    Resolve friendly fraud disputes with predefined rules to ensure consistent and precise detection of friendly fraud in Visa disputed transactions. Agents can decline requests, issue credits, or proceed with chargebacks, allowing for tailored responses based on the situation.
    Enhanced Visa disputes playbook
    Leverage an updated card disputes processing flow to associate additional transactions, manage multiple transaction disputes, and handle pre-arbitration, arbitration, and appeal requests to Visa for allocation and collaboration chargeback workflows.

    Zurich
    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.

    Changes

    Between your current release family and Zurich, some changes were made to existing Financial Services Card Operations features.

    Release Release notes

    Yokohama
    Visa Resolve Online (VROL) version 25.1 updates
    Updated the following columns to align with release 25.1 revision changes:
    • The is_parcelado column has been removed from the dispute intake table.
    • The domain value description for the DisputeResponseReason column has been updated from Copy of ATM Cash Disbursement or Load Transaction to Copy of ATM Cash Disbursement.

    Zurich
    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.
    Resolving disputes 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.

    Removed

    Between your current release family and Zurich, some Financial Services Card Operations features or functionality were removed.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Deprecations

    Between your current release family and Zurich, some Financial Services Card Operations features or functionality were deprecated.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Activation information

    Review information on how to activate Financial Services Card Operations.

    Release Release notes

    Yokohama

    Install Financial Services Card Operations by requesting it from ServiceNow Store. Visit the ServiceNow Store website 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.

    Zurich

    		 No updates for this release.

    Additional requirements

    If any additional requirements were introduced or changed for Financial Services Card Operations we have noted them here.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Browser requirements

    If any specific browser requirements were introduced or changed for Financial Services Card Operations we have noted them here.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Accessibility information

    Review details on accessibility information for Financial Services Card Operations, such as specific requirements or compliance levels.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    Localization information

    If there are specific localization considerations for Financial Services Card Operations we have noted them here.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Highlight information

    If there are specific highlight considerations for Financial Services Card Operations we have noted them here.

    Release Release notes

    Yokohama
    • Resolve friendly fraud disputes by incorporating friendly fraud detection and resolution in the existing dispute flow for Visa transactions. You can take actions such as crediting the customer, denying the dispute, or initiating an exception process.
    • The Financial Services Card Operations data model is updated in this release with reparented tables to align the data and manage the dispute transactions more effectively. See Card Operations for more information.
    • Enhance the card disputes process with an updated end-to-end Visa disputes playbook that now includes support for reviewing associated transactions and handling pre-arbitration, arbitration, and appeals.
    • Manage and work on multiple disputed transactions for a case with individual playbooks for each disputed transaction.
    • Integrate new VROL subflows into the enhanced Visa card disputes playbook.

    Zurich
    • 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 Workflow for more information.