Dispute Rules Content Pack for Visa release notes

  • Release version: Store
  • Updated May 5, 2026
  • 2 minutes to read
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    Summary of Dispute Rules Content Pack for Visa Release Notes

    The Dispute Rules Content Pack for Visa is a ServiceNow Store application designed to streamline and automate dispute resolution processes for Visa transactions. It incorporates Visa’s chargeback eligibility rules, dispute categories, and questionnaires to help organizations manage disputes efficiently and in compliance with Visa guidelines.

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    Key Features

    • Automated Chargeback Eligibility Rules: The content pack includes automated decision tables and subflows that derive chargeback reason codes and dispute categories based on intake questions, reducing manual effort and ensuring consistent rule application.
    • Visa Dispute Questionnaire Integration: Supports comprehensive intake of dispute-related information across multiple categories such as Fraud, Authorization, Processing Error, and Consumer Dispute, aligned with Visa’s core and product-specific rules.
    • Regular Updates and Compliance: The content pack is continuously updated to reflect Visa’s evolving chargeback rules and reason codes, including the addition of new fraud categories and removal of obsolete rules to maintain compliance.
    • Data Model Enhancements: Includes updates to intake tables and fields, with improved data types and controlled agent access to ensure data integrity and security.
    • Localization and Visibility: Enhancements include localization support and application visibility improvements within the ServiceNow Store.

    Key Outcomes for ServiceNow Customers

    • Streamlined Dispute Processing: Automated decision-making tools reduce manual categorization errors and accelerate dispute resolution workflows.
    • Compliance with Visa Regulations: Regular version updates ensure your dispute handling aligns with the latest Visa chargeback eligibility rules and dispute categories.
    • Improved Data Accuracy and Access Control: Updated data structures and restricted edit access help maintain high-quality, secure dispute data.
    • Enhanced User Experience: Integrated questionnaires and refined flows simplify the intake process for agents handling cardholder disputes.
    • Reduced Operational Risk: By adhering to Visa's updated rules and automating compliance checks, organizations minimize the risk of incorrect dispute handling and potential financial losses.

    Version history for the Dispute Rules Content Pack for Visa application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 6.0.0 - May 2026
    • New:
      • Added Visa chargeback eligibility rules for fraud dispute categories including:
        • Reason Code 10.2 (EMV Liability Shift – Non-Counterfeit Fraud)
        • Reason Code 10.3 (Other Fraud – Card-Present Environment)
    Version 5.5.1 - March 2026
    Fixed: Fixed chargeback eligibility logic for the Yes case in the subflows
    Version 5.5.0 - December 2025
    New: Visa - Determine Chargeback Reason Code and Dispute Category: Introduced an automated decision table and subflow that intelligently derives chargeback reason codes and dispute categories for Visa transactions based on dispute intake questions. This enhancement streamlines the dispute resolution process by eliminating manual categorization and ensuring consistent application of Visa's dispute rules.
    Version 5.3.0 - April 2025
    Removed chargeback eligibility rules that are no longer required to align with Visa's business updates effective April 2025.
    Version 5.2.0 - March 2025
    • Fixed: Chargeback eligibility reason NULL issue for single result
    • New: Added type filter for flows/subflows querying Dispute intake to query only Dispute Request type intake
    Version 5.1.0 - February 2025
    • Removed: Removed Visa Dispute Intake, Visa Dispute Cardholder Intake and CRB region tables.
    • Changed: Updated references of old intake tables with new intake tables from Financial Services Card Operations.
    Version 5.0.0 - November 2024
    • Changed: Updated references of Visa Dispute Intake table with Dispute Intake table
    • Removed: Removed Visa Dispute Intake, Visa Dispute Cardholder Intake and CRB region tables.
    Version 4.1.1 - October 2024
    • Updated:
      • Enabled app visibility on store
      • Updated chargeback rules to support Visa 24.2 revision
      • Migrated 12.1 chargeback rules to 11.3
    Version 4.0.3 - September 2024
    • Fixed:
      • Updated the trigger condition to avoid conflict with a business rule and published "Populate dispute transaction to questionnaire" flow
      • Updated sys_policy for cardholder script includes to make them readonly
    Version 4.0.1 - August 2024
    • New:
      • Added chargeback eligibility rules for new questions and chargeback eligibility rules for reason codes 13.1 / 13.5 / 10.1 / 10.3
      • Added a new table for Visa disputes cardholder intakeModified the type of the below fields from Boolean to String
    • Changed:
      • Changed label of table 'Visa Dispute Questionnaire' to 'Visa Dispute Intake' and limited edit access only to agents
      • Changed the type of the below fields from Boolean to String
        • authorization_request_declined_valid_data_ind
        • cardholder_deceased
        • cardholder_denies_authorizing_ind
        • cardholder_opt_in_ind
        • contact_method_merchant_call_center_ind
        • contact_method_merchant_email_ind
        • contact_method_merchant_in_person_ind
        • contact_method_merchant_mail_ind
        • contact_method_merchant_sms_ind
        • contact_method_merchant_webform_ind
        • contact_method_with_merchant_ind
        • does_credit_transaction_exist
        • merchant_facilities_withdrawn
        • other_form_of_payment_ind
        • two_transaction_exist_with_same_authcode
    Version 2.0.0 - May 2024
    • New:
      • Added a new Visa Dispute Questionnaire table
      • Integrated visa questionnaire for all the categories (Fraud, Authorization, Processing Error, and Consumer Dispute) in the Card dispute flow
      • Added chargeback eligibility rules for Fraud and Authorization and reason codes 13.7 and 13.9
    • Changed:
      • Modified existing chargeback eligibility rules for reason codes in Processing error and Consumer dispute categories
      • Replaced decision trees with Visa Dispute Questionnaire table for questionnaires
      • Modified the decision tables for chargeback eligiblity rules and made it read-only
      • Modified configuration for localization support
    Version 1.0.0 - February 2024
    The application provides questionnaire for intake of dispute related information under various dispute categories as per Visa guidelines. Evaluate dispute condition rules based on the Visa core rules and visa product and services rules.