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

  • Release version: Yokohama
  • Updated July 20, 2026
  • 6 minutes to read
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    Summary of Combined Financial Services Card Operations Release Notes for Upgrades from Xanadu to Yokohama

    This consolidated release notes document guides ServiceNow customers through the upgrade from Financial Services Card Operations version Xanadu to Yokohama. It highlights new features, changes, and important upgrade considerations to help you prepare and optimize your use of the product.

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    The Yokohama release introduces significant enhancements to dispute management, fraud detection, and the underlying data model, all designed to leverage ServiceNow Financial Services Operations Core capabilities while preserving existing functionality.

    Important Upgrade Information

    • During the Yokohama upgrade, the Card Disputes Transaction table is reparented to the Financial Task table in Financial Services Operations Core, improving data alignment and operational efficiency.
    • Instances with large volumes of dispute transaction data may experience longer upgrade times due to this reparenting process.

    New Features

    • Dispute Playbook Enhancements (Xanadu): Cardholders can initiate disputes directly via the portal by selecting transactions and providing detailed information through questionnaires. They can also upload supporting documents, track case progress in real-time, and submit disputes for agent review.
    • Card Disputes Enhancements: Introduction of a common dispute questionnaire shared across card networks, relocation of reason code logic to the card dispute transaction table for better accuracy.
    • Friendly Fraud Detection (Yokohama): Automated detection and resolution of friendly fraud in Visa disputes with predefined rules, allowing agents to decline requests, issue credits, or proceed with chargebacks.
    • Enhanced Visa Disputes Playbook (Yokohama): Updated workflow supports association of multiple transactions, management of pre-arbitration, arbitration, and appeals, and incorporates new Visa Resolve Online (VROL) subflows for improved dispute processing.

    Changes

    • Introduction of new tables to capture dispute intake questionnaires, improving data intake and management.
    • Removal of several fields from the Card Disputes Case table to streamline data, with their logic moved to the Card Disputes Transaction table.
    • Updates to Visa Resolve Online (VROL) integration, including column adjustments and domain value descriptions to align with VROL version 25.1 standards.

    Removed Features

    • Reason code for Late Presentment moved within dispute categorization for clearer processing.
    • Chargeback rules updated to align with the latest VROL release revisions.
    • Removal of the isparcelado column from the dispute intake table to maintain consistency with VROL updates.

    Activation and Installation

    Financial Services Card Operations can be installed or requested from the ServiceNow Store. Customers should refer to the ServiceNow Store for the latest app versions and cumulative release notes.

    Additional Considerations

    • No new browser, accessibility, or localization requirements were introduced in these releases.
    • Scoped administrators have enhanced capabilities to customize landing pages for different roles, improving user experience and content relevance.

    Key Outcomes for ServiceNow Customers

    • Improved dispute management with a user-friendly portal experience that simplifies initiation, tracking, and review of card disputes.
    • Enhanced fraud detection capabilities, particularly for friendly fraud in Visa transactions, enabling more precise and consistent case handling.
    • Streamlined data model leveraging Financial Services Operations Core tables for better scalability and maintainability.
    • Expanded Visa disputes handling workflows supporting complex dispute scenarios including multiple transactions and escalation stages.

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

    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 Xanadu to Yokohama.

    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 Yokohama

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

    Release Release notes

    Xanadu

    		 No updates for this release.

    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.

    New features

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

    Release Release notes

    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.

    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.

    Changes

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

    Release Release notes

    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.

    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.

    Removed

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

    Release Release notes

    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.

    Yokohama

    		 No updates for this release.

    Deprecations

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

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Activation information

    Review information on how to activate Financial Services Card Operations.

    Release Release notes

    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.

    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.

    Additional requirements

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

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 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

    Xanadu

    		 No updates for this release.

    Yokohama

    		 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

    Xanadu

    		 No updates for this release.

    Yokohama

    		 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

    Xanadu

    		 No updates for this release.

    Yokohama

    		 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

    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.

    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.