--- sourceDocument: australia Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/australia/delta-zurich-australia Release : - australia ft:locale : - en-US ft:publication_title : - australia Combined Product Files ft:clusterId : - delta3az bundleId : - delta3az --- # Combined Dispute Rules Content Pack for Visa release notes for upgrades from Zurich to Australia # Combined Dispute Rules Content Pack for Visa release notes for upgrades from Zurich to Australia {#ariaid-title1} Release version: Australia Updated November 5, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 11 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Combined Dispute Rules Content Pack for Visa Release Notes for Upgrades from Zurich to Australia This consolidated guide provides important information for ServiceNow customers upgrading the Dispute Rules Content Pack for Visa from the Zurich release family to the Australia release family. It highlights new features, changes, updated eligibility rules, and enhancements across both releases to help you prepare for a smooth transition and ensure compliance with the latest Visa chargeback requirements. Show full answer Show less ## New Features * **Special Condition Indicator Field:** Introduced on the Financial Transaction record to identify transactions involving non-fiat currency, non-fungible tokens (NFTs), and related digital assets. This field enables the chargeback eligibility rules engine to correctly apply dispute conditions for reason codes (RC) 10.4, 13.1, and 13.3. * **New Dispute Intake Questions for Digital Asset Transactions:** Added conditional questions in the Visa dispute intake questionnaire for fraud disputes and consumer disputes involving NFTs or non-fiat currency. These questions help determine if the cardholder was deceived or if there is evidence the merchant guaranteed asset value increases, supporting accurate eligibility evaluation. * **Expanded Transaction Data Fields (Australia Release):** Added 38 new fields on the Financial Transaction record to support enhanced chargeback rule evaluation, including detailed shipping address components, authentication indicators, device fingerprinting, login IDs, and more. These additions improve the precision of dispute eligibility assessments for reason codes 10.4 and 11.3. * **Coral Theme and Dark Mode:** The new default Coral theme offers a modern, brand-neutral appearance for portals and mobile experiences, with an optional dark mode to enhance readability and reduce eye strain. * **Visa Resolve Online (VROL) Version 26.1 Updates:** The dispute questionnaire aligns with the latest VROL 26.1 revision, ensuring that dispute handling conforms with updated Visa guidelines. ## Key Changes * **Updated Chargeback Eligibility Rules:** Rules for Visa reason codes 10.1, 10.2, 10.3, 10.4, 13.1, 13.2, 13.3, and 13.4 have been refined to align with Visa Chargeback Guide v1.1. The rules engine automatically flags ineligible disputes before submission, simplifying case evaluation and reducing manual effort. * **Enhanced Fraud and RC 13.3 Questionnaires:** The intake questionnaires for fraud disputes and RC 13.3 (Not as Described) disputes now include targeted questions related to digital asset transactions, improving dispute accuracy without requiring agents to manually identify digital asset types. * **Refined Reason Code 10.4 Fraud and Address Verification Conditions:** New region-specific Address Verification Service (AVS) conditions have been phased in for key markets including Canada, US, UK, Europe, select Latin America and Caribbean countries, Australia, New Zealand, and Singapore. Additional conditions address QR code-initiated transactions (Kazakhstan) and cross-transaction device fingerprint and login ID matches. * **Updated Reason Code 11.3 Authorization and Clearing Rules:** Revised timeframe conditions and added country-specific processing windows and permitted variance rules for certain merchant categories and transaction types, improving the accuracy of authorization-related dispute assessments. * **New Reason Code 13.3 Price Discrepancy Ineligibility Condition:** Disputes based solely on price discrepancies are now marked ineligible under reason code 13.3, focusing dispute processing on legitimate description or defect issues. * **Chargeback Documentation Message Updates:** Messages for key reason codes have been updated to reflect the latest Visa Chargeback Guide language, assisting agents in providing accurate documentation. * **Additional Agent-Facing Dispute Questions:** Four new questions were added covering authorization and consumer dispute categories to improve data collection for specific reason codes (11.1, 11.2, 11.3, 13.6, 13.7). ## Activation and Requirements The Dispute Rules Content Pack for Visa is available through the ServiceNow Store. Customers should request installation via the store and refer to the version history release notes for cumulative updates. No new additional requirements or browser-specific changes were introduced in these releases. ## Accessibility and Localization The new Coral theme includes a dark mode option to improve accessibility and user comfort. No other localization or accessibility changes were reported. ## What This Means for ServiceNow Customers * Upgrading to the Australia release family ensures compliance with the latest Visa chargeback rules and dispute intake requirements, especially for digital asset-related transactions. * The enhanced data fields and refined eligibility logic provide more precise automated dispute evaluations, reducing manual review and improving dispute resolution accuracy. * Updated questionnaires and documentation messages support agents in gathering appropriate information efficiently, improving case handling and customer experience. * The refreshed user interface with Coral theme and dark mode offers a modern and accessible user experience across portals and mobile devices. Consolidated page of all release notes for Dispute Rules Content Pack for Visa from Zurich to Australia. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Dispute Rules Content Pack for Visa release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Zurich to Australia. Tip: If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release." ## Important information for upgrading Dispute Rules Content Pack for Visa to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-disputerulescontentpackforvisa-summary__entry__2} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## New features Between your current release family and Australia, new features were introduced for Dispute Rules Content Pack for Visa. {#dfrn3-disputerulescontentpackforvisa-summary__entry__8} | Release | Release notes | |-|-| | Zurich | [Special Condition Indicator field](https://www.servicenow.com/docs/access?context=dispute-rules-content-pack-for-visa-landing-page-1&family=zurich&ft:locale=en-US) : A new Special Condition Indicator field on the Financial Transaction record identifies transactions involving non-fiat currency, non-fungible tokens (NFTs), and related digital assets. The chargeback eligibility rules engine uses this field to apply the correct dispute conditions for RC 10.4, RC 13.1, and RC 13.3. [New dispute intake questions for digital asset transactions](https://www.servicenow.com/docs/access?context=dispute-rules-content-pack-for-visa-landing-page-1&family=zurich&ft:locale=en-US) : Two new questions have been added to the Visa dispute intake questionnaire to support the updated eligibility rules for non-fiat currency and NFT transactions. * For fraud disputes where the Special Condition Indicator is 2, 3, 4, or 7: ask whether the cardholder claims they were deceived into sending non-fiat currency or an NFT to a fraudulent recipient. * For consumer disputes filed under RC 13.3 (Not as Described) involving a non-fiat currency or NFT purchase: ask whether the cardholder has evidence that the merchant guaranteed or promised the asset would increase in value. | | Australia | [New transaction data fields for chargeback rule evaluation](https://www.servicenow.com/docs/access?context=dispute-rules-content-pack-for-visa-landing-page-1&family=australia&ft:locale=en-US) : Added 38 new fields to the Financial Transaction record to support the updated Visa chargeback eligibility rules for reason codes 10.4 and 11.3. Reason code 10.4 fields: * Account funding source * Type of cryptogram received * Authentication solution indicator * Issuer BIN country code * Purchase order number from 3-D Secure * Order ID from merchant * Device fingerprint * Customer account login ID from merchant * Customer account login ID from 3-D Secure * Customer account login ID from agentic * Shipping address 1 from 3-D Secure * Shipping address 2 from 3-D Secure * Shipping address 3 from 3-D Secure * Shipping city from 3-D Secure * Shipping country code from 3-D Secure * Shipping postal code from 3-D Secure * Shipping state from 3-D Secure * Shipping address line 1 from merchant * Shipping address line 2 from merchant * Shipping street name from merchant * Shipping building number from merchant * Shipping postal code from merchant * Shipping city from merchant * Shipping country code from merchant * Shipping address 1 from agentic * Shipping address 2 from agentic * Shipping address 3 from agentic * Shipping city from agentic * Shipping country code from agentic * Shipping postal code from agentic * Shipping state from agentic Reason code 11.3 fields: * Partial authorization eligible * Source settlement amount (USD) * Authorization amount (USD) * Initiating party indicator * Merchant initiated transaction class * Local cashback amount * PAN reference ID [Special Condition Indicator field](https://www.servicenow.com/docs/access?context=dispute-rules-content-pack-for-visa-landing-page-1&family=australia&ft:locale=en-US) : A new Special Condition Indicator field on the Financial Transaction record identifies transactions involving non-fiat currency, non-fungible tokens (NFTs), and related digital assets. The chargeback eligibility rules engine uses this field to apply the correct dispute conditions for RC 10.4, RC 13.1, and RC 13.3. [New dispute intake questions for digital asset transactions](https://www.servicenow.com/docs/access?context=dispute-rules-content-pack-for-visa-landing-page-1&family=australia&ft:locale=en-US) : Two new questions have been added to the Visa dispute intake questionnaire to support the updated eligibility rules for non-fiat currency and NFT transactions. * For fraud disputes where the Special Condition Indicator is 2, 3, 4, or 7: ask whether the cardholder claims they were deceived into sending non-fiat currency or an NFT to a fraudulent recipient. * For consumer disputes filed under RC 13.3 (Not as Described) involving a non-fiat currency or NFT purchase: ask whether the cardholder has evidence that the merchant guaranteed or promised the asset would increase in value. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing Dispute Rules Content Pack for Visa features. {#dfrn3-disputerulescontentpackforvisa-summary__entry__14} | Release | Release notes | |-|-| | Zurich | [Updated chargeback eligibility rules for Visa reason codes 10.1, 10.2, 10.3, 10.4, 13.1, 13.2, 13.3, and 13.4](https://www.servicenow.com/docs/access?context=dispute-rules-content-pack-for-visa-landing-page-1&family=zurich&ft:locale=en-US) : The chargeback eligibility rules for eight Visa reason codes have been updated to reflect Visa Chargeback Guide v1.1. The rules engine evaluates disputes automatically against the updated criteria; no manual configuration is required. Disputes that do not meet the updated eligibility criteria are flagged as ineligible before submission. [Updated dispute intake questionnaire for fraud disputes involving non-fiat currency and NFTs](https://www.servicenow.com/docs/access?context=dispute-rules-content-pack-for-visa-landing-page-1&family=zurich&ft:locale=en-US) : The fraud dispute intake questionnaire now includes a conditional question for disputes involving non-fiat currency or NFT transactions, such as cryptocurrency and digital token purchases. When the transaction is identified as a digital asset purchase, dispute agents and cardholders are asked to confirm whether the cardholder claims they were deceived into sending the asset to a fraudulent recipient. The question is shown only when relevant and is cleared automatically when it does not apply. This supports accurate eligibility evaluation without requiring agents to manually identify digital asset transaction types. [Updated dispute intake questionnaire for RC 13.3 (Not as Described) disputes involving non-fiat currency and NFTs](https://www.servicenow.com/docs/access?context=dispute-rules-content-pack-for-visa-landing-page-1&family=zurich&ft:locale=en-US) : The consumer dispute intake questionnaire for RC 13.3 now includes an additional question for disputes involving non-fiat currency or NFT purchases. After confirming whether the asset received matched the description at the time of purchase, dispute agents and cardholders are asked whether there is evidence that the merchant guaranteed or promised the asset would increase in value. This question determines whether a specific dispute right applies, and appears only after the preceding NFT description question is answered. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Visa Resolve Online (VROL) version 26.1 updates](https://www.servicenow.com/docs/access?context=visa-spoke&family=zurich&ft:locale=en-US) : Updated the dispute questionnaire provided through the Dispute Rules Content Pack for Visa to align with Visa Resolve Online (VROL) release 26.1 revision changes. | | Australia | Updated reason code 10.4 fraud and address verification eligibility conditions : Refined the invalid-dispute conditions for reason code 10.4 (Other Fraud -- Card-Absent Environment), including new region-specific Address Verification Service (AVS) conditions phased in for Canada, US, and UK domestic transactions through October 23, 2026, then extended to Europe and select Latin America and Caribbean countries, and to Australia, New Zealand, and Singapore starting April 24, 2027. Added a Kazakhstan-specific condition for transactions initiated by reading a QR code, and a new condition (effective October 24, 2026) that evaluates device fingerprint, login ID, and delivery address matches across prior undisputed transactions. Updated reason code 11.3 authorization and clearing timeframe rules : Revised the No Authorization/Late Presentment conditions for ATM deposit and cash disbursement adjustments, removing outdated timeframe conditions and adding country-specific processing windows for India, Nepal, Japan, and Malaysia domestic transactions. Added new permitted-variance rules between authorization and clearing amounts for specific merchant category codes, including restaurants, cruise lines, lodging, and vehicle rental merchants, and for card-absent cardholder-initiated transactions. Added deferred-authorization timeframe conditions, including a Denmark-specific rule. Added reason code 13.3 price-discrepancy ineligibility condition : Added a new condition marking reason code 13.3 (Not as Described or Defective Merchandise/Services) disputes ineligible when the dispute is based on a price discrepancy rather than a description or defect issue. Refined chargeback documentation messages : Updated the required-documentation messages shown to dispute agents for reason codes 12.6 (Duplicate Processing/Paid by Other Means), 13.1 (Merchandise/Services Not Received), 13.2 (Cancelled Recurring Transaction), 13.5 (Misrepresentation), and 13.6 (Credit Not Processed) to align with the April 2026 Visa Chargeback Guide wording. [Updated chargeback eligibility rules for Visa reason codes 10.1, 10.2, 10.3, 10.4, 13.1, 13.2, 13.3, and 13.4](https://www.servicenow.com/docs/access?context=dispute-rules-content-pack-for-visa-landing-page-1&family=australia&ft:locale=en-US) : The chargeback eligibility rules for eight Visa reason codes have been updated to reflect Visa Chargeback Guide v1.1. The rules engine evaluates disputes automatically against the updated criteria; no manual configuration is required. Disputes that do not meet the updated eligibility criteria are flagged as ineligible before submission. [Updated dispute intake questionnaire for fraud disputes involving non-fiat currency and NFTs](https://www.servicenow.com/docs/access?context=dispute-rules-content-pack-for-visa-landing-page-1&family=australia&ft:locale=en-US) : The fraud dispute intake questionnaire now includes a conditional question for disputes involving non-fiat currency or NFT transactions, such as cryptocurrency and digital token purchases. When the transaction is identified as a digital asset purchase, dispute agents and cardholders are asked to confirm whether the cardholder claims they were deceived into sending the asset to a fraudulent recipient. If confirmed, this claim supports accurate eligibility evaluation. The question is shown only when relevant and is cleared automatically when it does not apply. This supports accurate eligibility evaluation without requiring agents to manually identify digital asset transaction types. [Updated dispute intake questionnaire for RC 13.3 (Not as Described) disputes involving non-fiat currency and NFTs](https://www.servicenow.com/docs/access?context=dispute-rules-content-pack-for-visa-landing-page-1&family=australia&ft:locale=en-US) : The consumer dispute intake questionnaire for RC 13.3 now includes an additional question for disputes involving non-fiat currency or NFT purchases. After confirming whether the asset received matched the description at the time of purchase, dispute agents and cardholders are asked whether there is evidence that the merchant guaranteed or promised the asset would increase in value. This question determines whether a specific dispute right applies, and appears only after the preceding NFT description question is answered. [Updated questions for the dispute questionnaire](https://www.servicenow.com/docs/access?context=exploring-the-dispute-rules-content-pack-for-visa&family=australia&ft:locale=en-US) : Added four new agent-facing questions to the dispute questionnaire under the authorization (11) and consumer disputes (13) categories. These questions map to the following reason codes: * 11.1 - Card recovery bulletin or exception file * 11.2 - Declined authorization * 11.3 - No authorization or late presentment * 13.6 - Credit not processed * 13.7 - Cancelled merchandise or services [Visa Resolve Online (VROL) version 26.1 updates](https://www.servicenow.com/docs/access?context=dispute-rules-content-pack-for-visa-landing-page-1&family=australia&ft:locale=en-US) : Updated the dispute questionnaire provided through the Dispute Rules Content Pack for Visa to align with Visa Resolve Online (VROL) release 26.1 revision changes. | [ ] ## Removed Between your current release family and Australia, some Dispute Rules Content Pack for Visa features or functionality were removed. {#dfrn3-disputerulescontentpackforvisa-summary__entry__20} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Deprecations Between your current release family and Australia, some Dispute Rules Content Pack for Visa features or functionality were deprecated. {#dfrn3-disputerulescontentpackforvisa-summary__entry__26} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Activation information Review information on how to activate Dispute Rules Content Pack for Visa. {#dfrn3-disputerulescontentpackforvisa-summary__entry__32} | Release | Release notes | |-|-| | Zurich | Activation information : Install Dispute Rules Content Pack for Visa by requesting it from ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=zurich&ft:locale=en-US). Important: Dispute Rules Content Pack for Visa is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Australia | Activation information : Install Dispute Rules Content Pack for Visa by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=australia&ft:locale=en-US). Important: Dispute Rules Content Pack for Visa is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Dispute Rules Content Pack for Visa we have noted them here. {#dfrn3-disputerulescontentpackforvisa-summary__entry__38} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for Dispute Rules Content Pack for Visa we have noted them here. {#dfrn3-disputerulescontentpackforvisa-summary__entry__44} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Dispute Rules Content Pack for Visa, such as specific requirements or compliance levels. {#dfrn3-disputerulescontentpackforvisa-summary__entry__50} | Release | Release notes | |-|-| | Zurich | Accessibility information : Dark theme : The new Coral theme includes a dark theme option for web and mobile experiences. This option is commonly used to alleviate eye strain and improve readability. | | Australia | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for Dispute Rules Content Pack for Visa we have noted them here. {#dfrn3-disputerulescontentpackforvisa-summary__entry__56} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for Dispute Rules Content Pack for Visa we have noted them here. {#dfrn3-disputerulescontentpackforvisa-summary__entry__62} | Release | Release notes | |-|-| | Zurich | Applied Visa Resolve Online (VROL) release 26.1 revision changes to Dispute Rules Content Pack for Visa questionnaire and updated chargeback rules based on the Visa Chargeback Guide v1.1. See [Dispute Rules Content Pack for Visa](https://www.servicenow.com/docs/access?context=dispute-rules-content-pack-for-visa-landing-page-1&family=zurich&ft:locale=en-US) for more information. | | Australia | Applied Visa Resolve Online (VROL) release 26.1 revision changes to the Dispute Rules Content Pack for Visa questionnaire and updated chargeback rules based on the Visa Chargeback Guide v1.1. See [Dispute Rules Content Pack for Visa](https://www.servicenow.com/docs/access?context=dispute-rules-content-pack-for-visa-landing-page-1&family=australia&ft:locale=en-US) for more information. | [ ]