Combined Financial Services Card Operations release notes for upgrades from Vancouver to Xanadu

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 Vancouver to Xanadu.

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 Xanadu

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


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.

New features

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


Release	Release notes
Vancouver	Pre-configured email templates for customer communication Send communications to your customer during various stages of the dispute flow by using pre-configured email templates. This feature streamlines your communication with your customer and ensures that you use consistent messaging throughout the process. Dispute manager workspace Use the workspace for dispute manager to make critical decisions and approvals at strategic points in the workflow. By using this workspace, you can make your dispute management more efficient and reduce the risk of incorrect decisions being made.
Washington DC	User experience enhancements in dispute agent workspace The enhanced workspace enables dispute agents to review detailed summaries of disputed transactions. The upgraded interface helps agents comprehend the case's progression and enables them to update forms on the same page without navigating to different sections. Additionally, it empowers agents to effectively multitask by opening details of various activities in different tabs. Enhancements for dispute agent and dispute manager landing pages Added the ability to view and monitor card disputes and have created additional reports for: Debit card dispute cases Credit card cases with incorrect billing
Xanadu	Playbook enhancements for dispute These enhancements enable the cardholders to do the following: Initiate disputes directly through the portal by selecting your financial account and the transactions that you want to dispute. Simplify the process of initiating and tracking disputes with the user-friendly dispute portal interface. Collect detailed information about the dispute through a questionnaire on the portal. Enable cardholders to attach relevant documents to their dispute cases. Receive real-time updates on your case through the dispute tracker on the portal. Submit the dispute through the portal to land on a review page, where the agent can review and modify the details for the case as required before submitting it for investigation. Card disputes enhancements Added a common dispute questionnaire table with questions relevant to various card networks for both agents and cardholders. Moved the reason code field to the card dispute transaction table. Updated the logic to determine the reason code from the case to the card dispute transaction table.

Changes

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


Release	Release notes
Vancouver	Implementing 4-eyes principle in dispute management Enhance your dispute management by implementing the 4-eyes principle. This principle ensures that two authorized individuals handle the critical tasks and establish an efficient risk control mechanism.
Washington DC	Enhancements to card disputes playbook Starting with the Washington DC release, the following playbook enhancements have been made to the card disputes: Merged the playbook Record generator with the Enter dispute details activity. Removed the Write off from the UI and moved its functionality to the Set recovery option task. Changed the approval logic for: Immediate final credit cases where the dispute gets denied Investigate transactions task when a transaction is ineligible for a chargeback but a chargeback route is still pursued Review representment tasks when merchant should not be provided a credit Added a Closure lane so that agents can manually close the case by filling in the Resolution code and Resolution remarks details. Updated labels of Issue final credit and Choose recovery option to Set recovery option and Issue credit, respectively.
Xanadu	Updated data model Introduced the following two new tables for questionnaire intake: Dispute Intake [sn_bom_credit_card_dispute_intake] Cardholder Dispute Intake [sn_bom_credit_card_cardholder_dispute_intake] Updated Card disputes transaction table Removed the following fields from the Card disputes case table: Account status as of transaction date Dispute amount modification reason Reason code Reason code message Suggested reason code Visa Resolve Online (VROL) version 25.1 updates 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.

Removed

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


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	Moved the reason code for Late Presentment from the processing error decision question to the authorization category. Updated the 12.1 chargeback rules to 11.3, aligning with VROL’s latest release revision 24.2. Removed the is_parcelado column from the dispute intake table, in alignment with VROL’s latest release revision 24.2.

Deprecations

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


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Activation information

Review information on how to activate Financial Services Card Operations.


Release	Release notes
Vancouver	Install Financial Services Card Operations 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.
Washington DC	No updates for this release.
Xanadu	Install Financial Services Card Operations 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.

Additional requirements

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


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	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
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	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
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Localization information

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


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	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
Vancouver	Use pre-configured email templates to send customer communications at different stages of the dispute management process. Leverage the new landing page experience for dispute managers. Implement the 4-eyes principle to review and approve critical stages in the dispute management process. See Financial Services Card Operations for more information.
Washington DC	Implement a horizontal playbook that provides agents with a complete view of the entire process and their current position within it. Agents can utilize the playbook to monitor their overall progress while working on cases. Record essential information, such as case details and transaction status, on the left side of the page to confirm constant accessibility. Enhance the user experience by implementing a playbook activity that utilizes a list and form format. See Financial Services Card Operations for more information.
Xanadu	Enable cardholders to create and track disputes with a dispute playbook experience on the portal. Enhance navigation with intuitive transitions between different role-based landing pages. Permit scoped admins to modify landing pages with extensive capabilities, confirming that content aligns with the specific needs and preferences of their user base. See Financial Services Card Operations for more information.