Supplier credit card enablement playbook

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Supplier credit card enablement playbook

    The Supplier credit card enablement playbook within the Source-to-Pay Workspace guides ServiceNow users through the process of managing supplier cases to initiate credit card acceptance requests. It provides a structured, step-by-step flow that helps supplier managers and fulfillers efficiently handle these requests, from initial review to case closure once the supplier accepts credit card payments.

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    Key Features

    • Customized supplier case flow: Includes distinct stages such as reviewing the case, creating tasks, notifying the supplier, and closing the case upon acceptance.
    • Propensity score review: Enables informed decision-making by reviewing a supplier’s propensity score to approve or cancel the credit card acceptance request.
    • Task creation and email notifications: Automatically generates a draft email with editable content to notify the supplier about the credit card acceptance benefits, while also creating tasks for supplier contacts to approve the request.
    • Supplier collaboration portal interaction: Allows suppliers to review, approve the request, provide terminal ID, and upload bank account proof documents.
    • Case management actions: Users can assign cases, update descriptions, start work, and close cases by marking them complete once the supplier accepts credit card payments.

    Practical Use and Outcomes

    This playbook empowers ServiceNow customers to streamline the credit card enablement process with suppliers, improving communication and tracking through automated tasks and notifications. It ensures that supplier managers can efficiently manage cases by leveraging the propensity score for decision-making and by maintaining clear, auditable workflows. As a result, customers can expect faster supplier onboarding for credit card payments, better collaboration, and clear closure criteria once the acceptance is confirmed.

    Source-to-Pay Workspace includes a playbook to complete the supplier cases for initiating credit card acceptance requests.

    The Supplier credit card enablement playbook provides step-by-step guidance for completing the request. The playbook includes a customized supplier case flow including reviewing the case by checking the propensity score, creating the credit card acceptance task for the supplier contact, and notifying the supplier through email. Once the supplier contact accepts the credit card as the payment method, the case can be closed. For more information, see Interact with Playbook.

    Supplier credit card enablement playbook stages and activities

    The playbook contains the following stages and activities.

    Table 1. Stages in the Supplier credit card enablement playbook
    Stage Activity Activity Details
    Review the case Assign case As a supplier manager or fulfiller, you can assign the case to a different person or keep the case assigned to you.
    You can do the following:
    1. In the Assigned to search field, search for and select the person that you want to assign the case to.
    2. In the Short description field, update the description for the case.
    3. Select one of the following actions:
      • Select Save to save your changes.
      • Select Start work to start working on the case.
    Supplier credit card enablement playbook assign and review step.
    Review supplier propensity score As a supplier manager or fulfiller, you can approve or cancel the case after reviewing the propensity score available for this supplier.

    Supplier credit card enablement playbook review propensity score step.
    Notify the supplier Create credit card acceptance task A draft email appears with pre-populated data in the To and Subject fields. The email body is pre-populated with the relevant text informing them about the benefits of accepting credit card payments. Ensure that the email template remains editable.

    Supplier credit card enablement playbook review propensity score step.

    Note:
    Do not modify the task button, as any changes may cause the link to stop functioning.
    Notify the supplier Send an email to the supplier informing that the credit card acceptance request has been initiated.

    Once the email is sent, a task is created for the supplier contact to review and approve the credit card acceptance request.
    Waiting for the supplier to decide on credit card acceptance Check the status The supplier contact reviews and approves the credit card acceptance request from the Supplier Collaboration Portal after providing the terminal ID and uploading the bank account proof document.

    Supplier accepts or rejects credit card request from Collaboration portal
    Process change request Close case You can select Mark complete and Complete case to close the request. Updates the case to Closed Completed.

    Supplier credit card enablement playbook review propensity score step.