Financial Services Operations Integration with Mastercard release notes

  • Release version: Zurich
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of Financial Services Operations Integration with Mastercard release notes

    TheFinancial Services Operations Integration with Mastercardapplication, introduced in the Zurich release, enables financial institutions to efficiently manage the entire Mastercard dispute process. This integration supports dispute agents in handling transaction searches, claim and chargeback creation and updates, pre-arbitration, arbitration, and fraud reporting. It aims to accelerate dispute resolution and reduce manual efforts by leveraging predefined subflows.

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    Key Features

    • Mastercom Subflows for Disputes: A comprehensive integration layer with predefined subflows and a supporting data model to facilitate smooth execution of Mastercard dispute management actions (Mastercom spoke actions). These subflows cover a wide range of dispute lifecycle activities such as looking up transaction details, creating claims and fraud reports, managing chargebacks, and processing various queues related to dispute workflows.
    • Additional Mastercom Subflows: An extended set of subflows that further enhance dispute management capabilities by allowing actions like looking up authorization transaction details, claim details, handling existing claims, and managing pending queues.
    • UI Enhancements: The new default Coral theme offers a refreshed, brand-neutral visual experience for portal, web, and mobile interfaces with Next Experience or Core UI enabled. A dark theme option is also available to improve readability and reduce eye strain.

    Activation and Accessibility

    The application can be installed by requesting it from the ServiceNow Store. Customers can view available apps and submit requests through the ServiceNow Store website. The Coral theme’s dark mode enhances accessibility by reducing eye strain for web and mobile users.

    Related Applications and Features

    • Playbooks for Customer Service Management: Visualizes business process workflows for consistent customer service responses.
    • Financial Services Card Operations: Automates credit card application processing and card transaction disputes.
    • Financial Services Credit Operations: Manages credit cases and tasks within ServiceNow Financial Services Operations workflows.
    • Integration Hub and Spokes: Provides components and prebuilt flows/actions to automate integrations, requiring a separate subscription.

    The ServiceNow® Financial Services Operations Integration with Mastercard application enables financial institutions to manage the entire Mastercard dispute process. Financial Services Operations Integration with Mastercard is a new application in the Zurich release.

    Financial Services Operations Integration with Mastercard highlights for the Zurich release

    • Enable dispute agents to efficiently handle the full dispute life cycle, including transaction searches, claim creation, chargeback creation and updates, pre-arbitration, arbitration, and fraud reporting.
    • Accelerate dispute resolution and reduce manual effort using predefined subflows.

    See Financial Services Operations Integration with Mastercard for more information.

    Important:
    Financial Services Operations Integration with Mastercard is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

    Financial Services Operations Integration with Mastercard new features

    ​ Mastercom subflows for disputes
    An integration layer that provides predefined subflows and a supporting data model to enable seamless execution of Mastercom spoke actions for dispute management. This layer includes the following subflows:
    • Mastercom - Look up Transaction Details
    • Mastercom - Look up Clearing Transaction Details
    • Mastercom - Create Fraud Report
    • Mastercom - Create Claim
    • Mastercom - Look up Chargeback Details
    • Mastercom - Look up Second Presentment Details
    • Mastercom - Look up Case Filing Details
    • Mastercom - Validate Claim Response Details
    • Mastercom - Create Chargeback
    • Mastercom - Acknowledge Chargeback
    • Mastercom - Update Chargeback
    • Mastercom - Look up Chargeback Documents
    • Mastercom - Look up Chargeback Documents Status
    • Mastercom - Process Pending Documentation Queue
    • Mastercom - Process Issuer Worked Queue
    • Mastercom - Process Reject Queue
    • Mastercom - Process Issuer Re-presentment Unworked Queue
    • Mastercom - Process Sender Case Filing Queue
    • Mastercom - Create Case Filing
    • Mastercom - Take Action on Case
    • Mastercom - Look up Case Documents
    • Mastercom - Look up Case Documents Status
    • Mastercom - Look up List of Claims
    Additional Mastercom subflows for disputes
    New set of subflows to promote execution of Mastercom spoke actions for dispute management. This set includes the following subflows:
    • Mastercom - Look up Authorization Transaction Details
    • Mastercom - Look up Claim Details
    • Mastercom - Take Action on Existing Claim
    • Mastercom - Process Pending Queue
    • Mastercom - Look up Chargebacks Related Information
    • Mastercom - Look up Fraud Related Information
    • Mastercom - Reverse Chargeback

    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.

    Activation information

    Install Financial Services Operations Integration with Mastercard by requesting it from the 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.

    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.

    Related ServiceNow applications and features

    Playbooks for Customer Service Management
    Playbooks for ServiceNow® Customer Service Management provides a way to visualize business process workflows in a simple, task-oriented view for consistent responses to commonly encountered situations.
    Financial Services Card Operations
    The ServiceNow® Financial Services Card Operations application digitizes and automates the card operations of your financial institution, enabling quick processing of credit card applications and card transaction disputes.
    Financial Services Credit Operations
    The ServiceNow® Financial Services Credit Operations application enables the management of credit cases and tasks that are used in ServiceNow® Financial Services Operations workflows.
    Integration Hub
    Automate integration tasks by using ServiceNow components for ServiceNow® Workflow Studio, or develop custom integrations. A separate subscription is required.
    Integration Hub available spokes
    Activate spokes to improve your Workflow Studio experience with integration-specific content. Use prebuilt flows and actions to automate your integrations or create your own integration automation.