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 the management of Visa chargeback disputes. It provides a structured questionnaire intake and evaluates dispute conditions based on Visa's core and product-specific rules. The content pack enhances dispute resolution by applying Visa's chargeback eligibility rules and categorization logic consistently and automatically.

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    Key Features

    • Automated Chargeback Reason Code and Dispute Category Determination: Introduced in version 5.5.0, this feature uses decision tables and subflows to derive appropriate Visa chargeback reason codes and dispute categories based on intake questions, reducing manual effort and improving accuracy.
    • Support for Visa Chargeback Eligibility Rules: The pack regularly updates eligibility rules to stay aligned with Visa's evolving business and regulatory requirements, including new fraud dispute categories such as Reason Codes 10.2 and 10.3 added in version 6.0.0.
    • Visa Dispute Questionnaire Integration: A comprehensive questionnaire framework was added in version 2.0.0 to capture detailed dispute intake data across categories like Fraud, Authorization, Processing Error, and Consumer Dispute, replacing decision trees for more structured data collection.
    • Table and Data Model Updates: Over multiple releases, the application has updated and consolidated intake tables (e.g., replacing Visa Dispute Intake with Dispute Intake tables) and adjusted field types and access controls for improved data integrity and usability.
    • Localization and Visibility Enhancements: The app supports localization and has improved visibility settings on the ServiceNow Store to facilitate easier adoption and configuration.

    Practical Benefits for ServiceNow Customers

    • Enables automated, policy-compliant dispute categorization and chargeback eligibility assessment, reducing manual processing errors and speeding resolution times.
    • Ensures alignment with the latest Visa rules and reason codes, helping customers maintain compliance and reduce risk in handling chargebacks.
    • Simplifies dispute data collection through structured questionnaires and streamlined intake tables, enhancing data consistency and operational efficiency.
    • Offers ongoing updates reflecting Visa’s business changes, ensuring the dispute management process stays current without requiring manual rule updates.

    Version Management and Compatibility

    Customers should review the application listing on the ServiceNow Store for detailed system requirements and compatibility with their ServiceNow platform version. The content pack is actively maintained with periodic releases that introduce new rules, fix issues, and remove deprecated elements to align with Visa’s latest dispute management standards.

    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.