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Visa Disputes Management: Consolidated Release Notes

timothychang
ServiceNow Employee

46m ago

Visa Disputes Management: Enhancement Overview

Objective

This article provides a consolidated, release by release overview of enhancements delivered to Visa disputes management within Financial Services Operations (FSO), covering the Yokohama release (February 2025) through the Australia release (September 2026). It is intended for existing FSO Disputes customers, administrators, and implementers who need to track what changed in each release, including new integrations, data model updates, workspace changes, and compliance updates that may affect existing configurations or customizations. Each release is broken out below into the individual changes it delivered, drawing on source control history where prior summaries described related changes in aggregate. If you are new to FSO Disputes, start with Getting Started with FSO Disputes for foundational context before working through the releases below. Use the table of contents to jump directly to a release or application.

Release: Yokohama (February to September 2025)

App: Visa Spoke

Visa Stop Payment Service (VSPS), new spoke actions

A new set of spoke actions was added for Visa's Stop Payment Service (VSPS), letting agents place, manage, and search stop payment instructions directly from FSO.

  • Look Up Stop Payment Instruction. Retrieves the details of an existing stop payment instruction from VSPS by its instruction ID.
  • Look Up Stopped Transactions by PAN. Returns any stop payment instructions on file for a given primary account number (PAN), so an agent can confirm whether a card already has an active stop in place.
  • Look Up Stopped Transactions by Stop ID. Returns the transaction history associated with a specific stop payment instruction, identified by its stop ID.
  • Look Up Eligible Transactions. Checks whether a given transaction qualifies for a VSPS stop payment instruction before one is created.
  • Add PAN to Stop Payment Instruction. Adds an additional primary account number to an existing stop payment instruction, so a single instruction can cover more than one card.
  • Add Merchant Category Code (MCC) to Stop Payment Instruction. Adds a merchant category code to a stop payment instruction, letting issuers stop future charges from a category of merchant rather than a single merchant.
  • Update Merchant on Stop Payment Instruction. Updates the merchant identified on an existing VSPS stop payment instruction.
  • Update Merchant Category Code on Stop Payment Instruction. Updates the merchant category code on an existing stop payment instruction.
  • Cancel Stop Payment Instruction. Cancels an active VSPS stop payment instruction, stopping it from blocking future transactions.
  • Search Stop Payment Instructions. Searches VSPS for stop payment instructions matching a set of agent supplied criteria, for cases where the exact instruction ID isn't known.

Visa Resolve Online (VROL) 25.1 compliance

The following Visa Spoke actions were updated to align with the VROL 25.1 API revision.

  • Submit Fraud Report. Updated the fraud report submission action to align with the VROL 25.1 revision, including a new field for prediction and note detail on the fraud report.
  • Look Up Dispute Details. Updated the dispute detail lookup action for the VROL 25.1 revision.
  • Look Up Fraud Report Details. Updated the fraud report detail lookup action for the VROL 25.1 revision.
  • Submit Dispute Questionnaire. Updated the dispute questionnaire submission action for the VROL 25.1 revision.

Visa Resolve Online (VROL) 25.2 compliance (late Yokohama)

  • Hypersearch. Added a new Hypersearch action, letting agents run a broader, criteria based search across VROL disputes and transactions rather than looking up a single case at a time.
  • Submit Dispute Questionnaire. Updated the dispute questionnaire submission action for the VROL 25.2 revision.

App: FSO Integration with Visa

New subflows

A set of new subflows was added connecting the Visa Spoke actions to the FSO dispute workflow.

  • Accept Dispute subflow. Lets an agent accept a Visa dispute filing directly from the case, submitting the acceptance to VROL.
  • Cardholder Purchase Inquiry subflow. Submits a cardholder purchase inquiry to VROL, letting an agent request additional transaction detail from the merchant before a dispute is filed.
  • Look Up Dispute Response Details subflow. Retrieves the merchant's response detail for a filed Visa dispute from VROL.
  • Create Dispute Pre-Arbitration subflow. Files a pre-arbitration request with VROL when a Visa dispute response is unsatisfactory.
  • Look Up Dispute Pre-Arbitration Details subflow. Retrieves the current status and detail of a pre-arbitration request from VROL.
  • Submit Dispute Filing subflow. Submits a new Visa dispute filing to VROL.
  • Look Up Dispute Filing Details subflow. Retrieves the status and detail of a submitted Visa dispute filing from VROL.
  • Mark Batch Queue Item as Read subflow. Marks an incoming VROL batch queue item as read once an agent has reviewed it, so it no longer shows as outstanding.

VROL 25.1 compliance

  • Submit Dispute Questionnaire subflow. Updated the dispute questionnaire submission subflow to match the VROL 25.1 revision, including retirement of elements no longer supported by the API.
  • Submit Fraud Report subflow. Updated the fraud report submission subflow for the VROL 25.1 revision.

App: Dispute Rules Content Pack for Visa

Questionnaire

  • Dispute questionnaire, VROL 25.2 alignment. Updated the Visa dispute questionnaire to match the changes introduced in the VROL 25.2 revision. This alignment work began at the end of Yokohama and continued into the Zurich release.

App: FSO Card Operations

  • Friendly fraud detection and resolution for Visa disputes. Adds predefined detection rules that flag a Visa dispute as likely friendly fraud, with agent actions to credit the customer, deny the dispute, or initiate an exception case for further review.
  • Enhanced end to end Visa disputes playbook. Extends the Visa disputes playbook to support multiple associated transactions on one case, run an individual playbook per disputed transaction on multi transaction cases, and handle pre-arbitration, arbitration, and appeal requests.
  • Card Disputes Transaction realigned onto shared Financial Task table. Moves Card Disputes Transaction records onto the shared FSO Core Financial Task table. Customers with a large existing transaction table should plan for this as an upgrade step.
  • Field and label updates for VROL 25.1. Several field and label updates were applied to the Visa disputes playbook to match VROL 25.1 terminology.

App: Ethoca Spoke (new application)

  • Create Transaction Alert. Submits a new transaction alert to Ethoca, giving issuers an early warning signal on a potentially disputed transaction before it becomes a chargeback.
  • Look Up Transaction Alert Status by Batch. Checks the status of a batch of previously submitted transaction alerts.
  • Look Up Alert Status. Checks the status of an individual Ethoca alert.
  • Look Up Alert Outcome by Batch Stream. Retrieves alert outcomes from Ethoca's batch data stream. Requires the platform's Data Stream action step plugin to be activated.

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Release: Zurich (October 2025 to March 2026)

App: Visa Spoke

Visa Resolve Online (VROL) 25.2 compliance

  • Submit Dispute Questionnaire. Further VROL 25.2 revision updates applied to the dispute questionnaire submission action.
  • Hypersearch. VROL 25.2 revision updates applied to the Hypersearch action.
  • Create Dispute Pre-Arbitration. VROL 25.2 revision updates applied to the pre-arbitration creation action.
  • Look Up Dispute Pre-Arbitration Details. VROL 25.2 revision updates applied to the pre-arbitration lookup action.
  • Look Up Dispute Details. VROL 25.2 revision updates applied to the dispute detail lookup action.
  • Look Up Dispute Response Details. VROL 25.2 revision updates applied to the dispute response detail lookup action.
  • Look Up Dispute Pre-Arbitration Response Details. VROL 25.2 revision updates applied to the pre-arbitration response lookup action.
  • Dispute Intelligence, AI powered Probability of Success scoring. As part of the same VROL 25.2 revision changes, select Visa Spoke actions now return a Dispute Intelligence object in their output: a Probability of Success score plus a ranked list of Key Factors (name and value pairs) explaining what's driving that score. This lets a consuming app surface Visa's own AI generated win likelihood assessment for a dispute to help decide whether to fight or accept it, without a separate integration.

App: FSO Card Operations

  • "Enable Cardholder Purchase Inquiry" system property. Adds a system property that lets administrators turn the Cardholder Purchase Inquiry API integration on or off in the Visa dispute playbook.
  • Unified card and non-card (ACH) dispute intake. Introduces a single intake experience covering both card disputes, including Visa, and non-card ACH disputes, plus a guided end to end workflow for ACH cases, on the same shared framework Visa disputes use.
  • Investigate, Chargeback, Closure workspace redesign. Reorganizes the dispute investigation workflow around three clear stages, Investigate, Chargeback, and Closure, improving visibility into where a case stands for all card networks, including Visa.

App: Dispute Rules Content Pack for Visa

  • Dispute questionnaire, VROL 25.2 alignment (carried into Zurich). The VROL 25.2 questionnaire alignment that began at the end of Yokohama continued into the Zurich release notes for this application.
  • "Visa, Determine Chargeback Reason Code and Dispute Category" decision table and subflow. A new decision table and subflow derive the correct chargeback reason code and dispute category for a Visa case automatically from the case's dispute details, rather than requiring an agent to select them manually.

App: FSO Core

  • Payment Card application (new, shared infrastructure). Introduces a card lifecycle data model spanning issuance through servicing, with tokenized value support and Deny Unless access control lists for FSO tables. Underpins the Card Data Security tokenization work below.
  • Payment Card field added to Financial Transaction. The Financial Transaction table gains a Payment Card field, linking transactions to the new card data model.

App: Card Data Security (new application)

  • Card data tokenization for FSO dispute workflows. Tokenizes sensitive card data, primary account numbers and related values, across FSO dispute workflows through a configurable tokenizer service integration. Ships with predefined connections for Visa and Mastercard, and supports Mastercom, Mastercom Extended, Ethoca, Verifi, and the Visa Stop Payment Service.

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Release: Australia (April to September 2026)

App: Visa Spoke

Visa Resolve Online (VROL) 26.1 compliance

  • VROL 26.1 compliance, dispute, fraud report, transaction, and pre-arbitration actions. A revision wave updated the Visa Spoke and FSO Integration with Visa actions and subflows across the dispute, fraud report, transaction, and pre-arbitration action families for the VROL 26.1 API revision.

Card Data Security integration, Visa Spoke action updates

  • Look Up Associated Transaction List (Request Builder / Response Parser). Split into a dedicated request builder and response parser so the action can route transaction attachments through Card Data Security; the prior combined action is deprecated.
  • Look Up Image (Request Builder / Response Parser). Split into a request builder and response parser so image attachments retrieved from Visa can be tokenized through Card Data Security rather than stored directly in the instance.
  • Look Up Report Output (Request Builder / Response Parser). Split into a request builder and response parser for the same Card Data Security tokenization support.
  • Download and Attach Image (Request Builder / Response Parser). Split into a request builder and response parser so downloaded images are attached to the case through the tokenized Card Data Security path.

Visa Resolve Online (VROL) 26.2 compliance

  • Look Up Dispute Financial Details. Updated the dispute financial details lookup action for the VROL 26.2 revision, adding Virtual Account Number, Virtual Card Code, and Funding Account Number fields.
  • Look Up Transaction Details. Updated the transaction detail lookup action for the VROL 26.2 revision: adds the same Virtual Account Number, Virtual Card Code, and Funding Account Number fields, plus 3-D Secure and Compelling Evidence 3.0 detail fields and a new Deferred OCT domain value, and removes the Authentication Program field.
  • Look Up Queue. Updated the queue lookup action for the VROL 26.2 revision, adding a Compelling Evidence (CE) Indicator field.
  • Look Up Batch Queue. Updated the batch queue lookup action for the VROL 26.2 revision, adding the same Compelling Evidence (CE) Indicator field.
  • Look Up Dispute Details. Updated the dispute detail lookup action for the VROL 26.2 revision, adding hotel checkout date and Compelling Evidence Transaction Details fields, the largest change in this wave.
  • Submit Dispute Questionnaire. Updated the dispute questionnaire submission action for the VROL 26.2 revision, adding facilities withdrawn date, hotel checkout date, and Compelling Evidence Transaction Details submission fields, paired with the Look Up Dispute Details update above.
  • Create Dispute Pre-Arbitration Response. Updated the pre-arbitration response action for the VROL 26.2 revision, removing the merchant contact name field.

App: FSO Integration with Visa

Card Data Security integration

  • Look Up Associated Transaction List subflow. Updated to route attachments through Card Data Security's tokenized document path.
  • Look Up Dispute Pre-Arbitration Details subflow. Updated to use the reusable subflow that attaches tokenized documents via Card Data Security.
  • Look Up Dispute Pre-Arbitration Response Details subflow. Updated to use the same reusable, tokenized attachment subflow.
  • Look Up Dispute Filing Details subflow. Updated to integrate with the reusable subflow that saves tokenized attachments via Card Data Security.
  • Look Up Dispute Response Details subflow. Updated for the Card Data Security integration.

App: Dispute Rules Content Pack for Visa

Digital asset transaction support

  • Special Condition Indicator field. A new field on the Financial Transaction record flags non-fiat currency, NFT, and related digital asset transactions. The chargeback rules engine uses it to apply the correct eligibility conditions for reason codes 10.4, 13.1, and 13.3.
  • New questionnaire question, suspected fraudulent digital asset transfer. Adds a fraud dispute questionnaire question asking whether the dispute involves a suspected fraudulent transfer of non-fiat currency or an NFT.
  • New questionnaire question, RC 13.3 digital asset value guarantee. Adds a Not as Described (RC 13.3) questionnaire question asking whether the merchant guaranteed that a digital asset would increase in value.

Questionnaire

  • New agent facing questions, authorization and consumer dispute categories. Four new agent facing questionnaire questions were added spanning the authorization (RC 11.1 to 11.3) and consumer dispute (RC 13.6 to 13.7) categories, alongside the VROL 26.1 questionnaire update.

Chargeback eligibility rules (Visa Chargeback Guide v1.1)

Eligibility criteria across the following reason codes were updated to reflect the Visa Chargeback Guide v1.1.

  • RC 10.1, EMV Liability Shift Counterfeit Fraud. Eligibility criteria updated to reflect the Visa Chargeback Guide v1.1.
  • RC 10.2, EMV Liability Shift Non-Counterfeit Fraud. Eligibility criteria updated to reflect the Visa Chargeback Guide v1.1.
  • RC 10.3, Other Fraud, Card Present Environment. Eligibility criteria updated to reflect the Visa Chargeback Guide v1.1.
  • RC 10.4, Other Fraud, Card Absent Environment. Eligibility criteria updated to reflect the Visa Chargeback Guide v1.1; this is also one of the three reason codes the new Special Condition Indicator field feeds into.
  • RC 13.1, Merchandise or Services Not Received. Eligibility criteria updated to reflect the Visa Chargeback Guide v1.1; also fed by the new Special Condition Indicator field.
  • RC 13.2, Cancelled Recurring Transaction. Eligibility criteria updated to reflect the Visa Chargeback Guide v1.1.
  • RC 13.3, Not as Described or Defective Merchandise or Services. Eligibility criteria updated to reflect the Visa Chargeback Guide v1.1; also fed by the new Special Condition Indicator field and the new digital asset questionnaire question above.
  • RC 13.4, Counterfeit Merchandise. Eligibility criteria updated to reflect the Visa Chargeback Guide v1.1.

App: FSO Card Operations

  • Visa dispute workspace consolidation. Visa dispute management moves onto a single page workspace, replacing the previous playbook based experience and covering investigation, collaboration, and allocation in one view.
  • Associated transactions view on the case form. Agents can view associated Visa transactions directly on the dispute task form without navigating to a separate related list.
  • Inline pre-arbitration questionnaire. The Visa pre-arbitration questionnaire is now accessible inline from the workspace, with status tracking, instead of requiring a separate form.
  • Tokenized document attachment (shared, via Card Data Security). A new subflow and action pair let agents attach documents, including tokenized documents, to any table record through Card Data Security. Built alongside Mastercard's automated document submission and validation work, but applicable across networks, including Visa.
  • Policy rules evaluate on dispute amount. Internal policy rules now evaluate against the (possibly agent adjusted) dispute amount rather than the original transaction amount.
  • Friendly fraud activity edit fix. Previously, a playbook version mismatch made friendly fraud activities read only, requiring a browser cache and cookie workaround. Agents can now edit friendly fraud activities directly again.

App: FSO Core

  • CSM case type selector uptake. The case type selector now uses the standard Customer Service Management (CSM) implementation instead of the previous FSO specific override. Existing agent criteria and customer condition data migrate automatically on upgrade, with no manual steps required.
  • Deprecated: Service Definition Customer Condition table. This FSO specific table is deprecated in favor of the standard CSM case type selector equivalent. Existing customizations on it continue to work but are no longer maintained.
  • Deprecated: Service Definition Agent Criteria table. This FSO specific table is deprecated in favor of the standard CSM case type selector equivalent, for the same reason.
  • Deprecated: "Show in Interceptor" field. This field on the Service Definition table is deprecated as part of the same CSM case type selector migration.

App: Card Data Security

  • Document vault viewing. External documents from card networks, acquirers, and merchants are displayed directly in the workspace container without being stored in the instance.
  • PAN display, masking, and redaction. The workspace container adds primary account number display, masking, and redaction controls.
  • Attachments panel update. The transaction level attachments panel is updated to work with the new document vault and PAN handling controls.
  • Visa and Mastercard document download integration. Visa and Mastercard integrations are updated to support document download through the tokenized Card Data Security path.

App: FSO Integration with Verifi CDRN (new application)

  • Verifi Cardholder Dispute Resolution Network (CDRN) integration. Connects the FSO issuer dispute workflow to Verifi's CDRN, a Visa owned pre-dispute settlement network, through a fully automated eligibility check, case creation, polling, and acknowledgment handshake sequence. Lets agents proactively resolve eligible disputes with participating merchants without initiating a chargeback, reducing chargeback exposure for both issuers and merchants. Ships disabled by default via a system property.

App: Verifi Spoke

  • Card Data Security (tokenization) support. Card Data Security tokenization support was added to the Verifi integration.

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Key Visa Integration Terms

The sections above reference several Visa specific systems and integrations. For readers less familiar with the Visa side of FSO Disputes, here is brief context on each.

  • Visa Resolve Online (VROL). Visa's dispute management system. FSO's Visa Spoke and FSO Integration with Visa applications submit and retrieve dispute, fraud report, transaction, and pre-arbitration data through VROL's API, which Visa revises periodically (for example, the 25.1, 25.2, 26.1, and 26.2 revisions referenced above).
  • Visa Stop Payment Service (VSPS). A Visa service that lets issuers place a stop payment instruction against a card or merchant, blocking future transactions before they occur, distinct from disputing a transaction that has already posted.
  • Ethoca. A Mastercard owned collaboration network that shares early warning transaction alerts between merchants and issuers, letting issuers flag a potentially disputed transaction before it becomes a formal chargeback.
  • Verifi CDRN. Verifi's Cardholder Dispute Resolution Network, a Visa owned pre-dispute settlement network that lets issuers and merchants resolve an eligible dispute directly, without an issuer having to initiate a chargeback.
  • Card Data Security (tokenization). An FSO application that replaces sensitive card data, primary account numbers and related values, and card document content, with tokens through a configurable tokenizer service, so that data is not stored directly in the ServiceNow instance.

What's Next

Related FSO Disputes articles for additional context and product documentation links:

Get Involved:

Have questions about Visa dispute filing, VROL compliance updates, or Card Data Security tokenization? Comment below.

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