Exploring Financial Services Operations Integration with Verifi application
Learn how you can use ServiceNow® Financial Services Operations Integration with Verifi application to seamlessly connect FSO's issuer dispute workflow to Verifi CDRN.
Overview of the application
Financial Services Operations Integration with Verifi lets issuers automatically negotiate with merchants before disputes move toward chargeback process. When a cardholder disputes a transaction, the issuer submits a case to CDRN, which routes it to the merchant. ServiceNow® manages the issuer-side workflow — submitting cases, polling for updates, and closing cases when the merchant responds.
Financial Services Operations Integration with Verifi application users
| User | Role | Description |
|---|---|---|
| Dispute agent | Front-line operations staff who manages cardholder dispute cases through the Financial Services Operations Integration with Verifi UI. | - Review merchant alerts and determine eligibility for Verifi CDRN resolution. - Act on merchant responses by accepting or rejecting the proposed resolution. - Close dispute cases efficiently without escalating to chargeback when a valid merchant offer is available that is acceptable for the cardholder. |
| System administrator | ServiceNow platform administrator responsible for configuring and maintaining the Verifi CDRN integration. | - Configure the polling interval and SLA thresholds for Verifi CDRN case monitoring. - Maintain the decision table that maps Verifi status codes to outcomes and descriptions. - Confirm the Verifi CDRN API credentials and connection settings are active and correctly configured. |
| Integration developer | Implementation partner or internal developer who configures, extends, or troubleshoot the Verifi CDRN integration. | - Understand the API call sequence — eligibility check, case creation, polling, and acknowledgment handshake — to configure or extend subflows. - Debug failures at each API touchpoint, including HTTP 403, 409, and EXPORTING status handling. - Validate that the issuer acknowledgment PATCH is correctly closing cases in Verifi. |
| Cardholder | The issuer's customer who initiated the dispute. | - Receive a timely resolution to their dispute. - Understand the outcome of the merchant's response when communicated by the agent. |
| Merchant | The retailer or service provider whose transaction is being disputed by the cardholder. | - Respond to dispute alerts within the 72-hour window to avoid a chargeback. - Provide a resolution offer — such as a full or partial refund — that the cardholder will accept. - Avoid chargeback fees and protect their dispute ratio by resolving cases directly with the issuer through CDRN. |
Financial Services Operations Integration with Verifi application benefits
| Benefit | Feature | Users |
|---|---|---|
| Dispute resolution without chargeback. | When a merchant accepts the dispute and offers a refund that is acceptable for the cardholder, the case is closed as resolved with no chargeback initiated. | Dispute agent, cardholder |
| Automated merchant eligibility check. | The system automatically checks merchant eligibility through the Verifi CDRN API before creating a case. Non-eligible merchants are routed to the standard dispute lifecycle without agent intervention. | Dispute agent |
| Reduced chargeback exposure for merchants | Merchants participating in CDRN can respond to dispute alerts directly through Verifi and offer a resolution before a chargeback is filed, protecting their dispute ratio and avoiding chargeback fees. | Merchant |
| Seamless API integration | The four-subflow API sequence — eligibility check, case creation, polling, and acknowledgment handshake — is fully automated and requires no manual API interaction from agents or supervisors. | Integration developer, system administrator |
What to explore next
To learn more about configuring and using Financial Services Operations Integration with Verifi, see:
- Configuring Financial Services Operations Integration with Verifi
- Verifi Spoke
- Financial Services Operations Integration with Visa reference
Parent Topic:Financial Services Operations Integration with Verifi