0
2.0.0
Zurich
The ServiceNow Financial Services Operations Integration with Mastercard offers a streamlined and efficient solution for financial institutions to manage Mastercard disputes. By integrating with Mastercard's spoke actions, the application facilitates key dispute lifecycle events, including transaction search, chargeback creation, pre-arbitration, arbitration, and fraud reporting. This framework supports various dispute resolution use cases within ServiceNow, with out-of-the-box sub-flows for core integrations and the flexibility to extend the integration layer for custom business needs. The application's adapter layer simplifies the connection to dispute workflows, enabling effective and efficient dispute resolution.
- Manage dispute lifecycle with events like claim creation, initiate chargeback, submit pre-arbitration/arbitration amongst others
- Data model elements to capture the information used at sub-flows
- New
- Added New Subflows: Look Up Claim Details, Update Claim, Pending Queue, Load Data for Fraud and Chargeback, Look Up Authorization Details and Reverse Chargeback subflows.
- Created New Adapter Subflows: Multiple Mastercom adapter subflows added to enable seamless integration with Mastercard's system for automated dispute management.
- Enhanced Fraud and Dispute Flows: Integrated account status field from intake into the Report Fraud subflow, supporting more accurate reporting and downstream processing.
- Changed
- Dispute Intake and Task Handling: Set dispute intake fields to read-only and updated task state mappings for improved data integrity and user experience.
- SLA and Event Queue Enhancements: Enhanced Mastercard dispute life cycle with new SLA definitions and event queue handling for merchant responses, ensuring timely processing and better tracking.
- Fixed
- Fixed chargeback document execution failures when unsupported files are uploaded.
Permissions and roles:
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- System administrator (admin) role is needed for the installation