Financial Services Card Operations release notes
Summarize
Summary of Financial Services Card Operations release notes
The Financial Services Card Operations application on the ServiceNow platform supports dispute agents by providing critical data to accelerate dispute resolutions and enhance customer experience. The Yokohama release introduces significant enhancements, focused on improving the handling of Visa card disputes, including friendly fraud detection and updated workflows.
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Key Features
- Friendly Fraud Detection and Resolution: The application now includes predefined rules to detect and resolve friendly fraud within Visa dispute transactions. Agents can take appropriate actions such as crediting customers, denying disputes, or initiating exceptions, ensuring consistent and precise fraud management.
- Enhanced Visa Disputes Playbook: The end-to-end Visa disputes process has been updated to support review of associated transactions, management of multiple disputed transactions per case with individual playbooks, and handling of pre-arbitration, arbitration, and appeals. This facilitates comprehensive dispute lifecycle management.
- Integration of Visa Resolve Online (VROL) Subflows: New VROL 25.1 subflows have been integrated into the Visa disputes playbook to align with the latest Visa dispute processing standards.
- Data Model Updates: The Card Disputes Transaction table has been reparented to the Financial Task table within Financial Services Operations Core to improve data alignment and dispute transaction management capabilities.
Important Upgrade Information
Upgrading to the Yokohama release involves reparenting the Card Disputes Transaction [snbomcreditcarddisputestransaction] table to the Financial Task [snbomtask] table. This change leverages enhancements in Financial Services Operations Core while maintaining existing functionality. Customers with large datasets in the disputes transaction table should anticipate longer upgrade times.
Activation and Related Applications
The Financial Services Card Operations application is available through the ServiceNow Store and requires installation via a request. It extends capabilities from the Financial Services Operations Core application and integrates with the Dispute Rules Content Pack for Visa to apply chargeback eligibility rules and determine dispute reason codes within the Visa disputes playbook.
The ServiceNow® Financial Services Card Operations application supports dispute agents by providing the necessary data to expedite dispute resolutions and improve the overall experience. Financial Services Card Operations was enhanced and updated in the Yokohama release.
Financial Services Card Operations highlights for the Yokohama release
- 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 Financial Services 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.
Important information for upgrading Financial Services Card Operations to 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.
New in the Yokohama release
- 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.
Changed in this release
- Visa Resolve Online (VROL) version 25.1 updates
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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.
Activation information
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.