Financial Services Card Operations release notes
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Summary of Financial Services Card Operations Release Notes
The ServiceNow® Financial Services Card Operations application has been enhanced in the Zurich release, enabling dispute agents to expedite dispute resolutions. This update focuses on improving the overall experience for handling card disputes, particularly those related to Mastercard and ACH transactions.
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Key Features
- New Dispute Life Cycle: A dedicated life cycle for Mastercard dispute transactions has been introduced, allowing for quicker resolutions.
- Enhanced Workspace: A new workspace page facilitates the resolution of Mastercard disputes, supporting all stages from pre-arbitration to arbitration.
- Mastercom API Integration: Integration with Mastercard's Mastercom APIs speeds up the dispute management workflow.
- Guided ACH Dispute Workflow: A unified end-to-end workflow for ACH disputes enhances the intake, investigation, and resolution process.
- Streamlined Intake Process: A consistent intake process across all dispute workflows simplifies operations and reduces manual effort.
- Coral Theme: The new default theme enhances user experience with a fresh look and a dark mode option.
Key Outcomes
Customers can expect improved efficiency in managing disputes through a more intuitive user interface, which clearly visualizes the investigation stages. The integration of regulatory checks and next best actions helps in faster decision-making, ultimately leading to a more streamlined dispute resolution process for both card and non-card transactions.
The ServiceNow® Financial Services Card Operations application enables dispute agents to expedite dispute resolutions by providing the required data and improve the overall experience. Financial Services Card Operations was enhanced and updated in the Zurich release.
Financial Services Card Operations highlights for the Zurich release
- Resolve disputes with a new dispute life cycle for Mastercard dispute transactions.
- Leverage a new workspace page in Financial Services Card Operations to resolve Mastercard disputes.
- Integrate Mastercard's Mastercom APIs into the Dispute Management workflow to resolve card disputes faster and more efficiently.
- Resolve ACH disputes faster with a guided, end-to-end workflow that unifies intake, investigation, and resolution—built on a framework ready for any non-card transaction.
- Streamline operations with a single, consistent intake process that applies across all dispute workflows.
See Overview of the Dispute Management workflow for more information.
Important:
Financial Services Card Operations is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
New in the Zurich release
- Overview of the Dispute Management workflow
- Resolve Mastercard disputes quickly with an enhanced end-to-end workspace that supports all stages of the dispute life cycle, including pre-arbitration and arbitration. Use comprehensive tools to simplify and accelerate the dispute management process.
- ACH disputes workflow
- Resolve ACH disputes faster with a guided, end-to-end workflow that unifies intake, investigation, and resolution—built on a framework ready for any non-card transaction. The unified intake now features a new dispute reason framework for accurate regulatory mapping and embedded WSUD signature collection for seamless authorization capture. The overall workflow centralizes data, applies real-time regulatory checks, and surfaces next best actions to reduce manual effort and speed decisioning, all on a modular design that can scale to additional non-card dispute types.
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.
Changed in this release
- Overview of the Dispute Management workflow
- Track the progress of the investigation workflow intuitively with a redesigned user interface that presents each transaction within a dispute case using a clear, process-based layout. This new layout visualizes the distinct stages of the investigation workflow, Investigate, Chargeback, and Closure, which enhances visibility and dispute management efficiency.
- Managing disputes integrated with Mastercard
- Integrate the Dispute Management workflow with subflows that communicate with Mastercom, supporting an end-to-end dispute life-cycle from raising an initial dispute to final resolution.
- Unified dispute intake experience
- The dispute intake process has been streamlined to provide a clear, intuitive experience for customers and dispute agents, resulting in faster resolution and reduced manual effort. A unified interface now allows cardholders, account holders, and agents to raise disputes for both card and non-card (ACH) transactions seamlessly.
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.