--- 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 Financial Services Card Operations release notes for upgrades from Zurich to Australia # Combined Financial Services Card Operations 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) 13 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 Financial Services Card Operations Release Notes for Upgrades from Zurich to Australia This consolidated release notes document guides ServiceNow customers through the upgrade process for Financial Services Card Operations from the Zurich release to Australia. It compiles all relevant updates, new features, changes, deprecations, and activation information to help you prepare and implement the upgrade effectively. Show full answer Show less The document emphasizes important pre- and post-upgrade tasks and highlights enhancements spanning dispute workflows, user interface improvements, and automation capabilities across card and non-card transactions. ## Key Features * **Enhanced Dispute Workflows:** * ACH disputes now benefit from a guided, end-to-end workflow that unifies intake, investigation, and resolution, enabling faster handling of non-card transactions. * Mastercard disputes feature an improved workspace supporting all dispute lifecycle stages, including pre-arbitration and arbitration with comprehensive tools to accelerate dispute management. * Visa dispute management is streamlined into a single-page workspace, consolidating tasks from investigation, collaboration, to allocation, enhancing user efficiency. * **New Dispute Intake Enhancements:** * Additional Mastercard fraud type options allow more precise classification during card dispute intake. * New questions capture region-specific regulatory requirements, such as Colombian payment reversion claims and dates related to facility withdrawal or hotel check-out for certain dispute reasons. * Updated questionnaires reflect Mastercard chargeback ineligibility rules and include mandatory certifications and insurance or bond reimbursement queries for relevant dispute types. * Internal policy rules now evaluate based on the dispute amount rather than the original transaction amount, improving accuracy in eligibility determination. * **User Interface and Theming:** * The new Coral theme is the default for portal, web, and mobile experiences, providing a modern, brand-neutral design with an optional dark mode to enhance readability and reduce eye strain. * Investigation workflows feature a redesigned UI that clearly presents dispute stages and transaction details, improving visibility and management efficiency. * UI policy updates control the display of merchant voucher questions based on merchant category codes, ensuring relevant information is collected for chargeback eligibility. * **Automation and Integration:** * Document submission to Mastercard during dispute resolution is automated with attachment validation for file type and size, reducing manual effort and rejection risk. * Integration with Mastercard's Mastercom APIs supports a seamless end-to-end dispute lifecycle within the Dispute Management workflow. * New subflows support attaching documents securely in Card Data Security processes. * **Deprecations and Model Updates:** * The Now LLM Service has deprecated older AI models starting September 2026, introducing Gemma 4 and other open-weight models hosted with ServiceNow governance. Older models remain available for existing applications but cannot be used for new developments. ## Activation and Requirements Financial Services Card Operations is available through the ServiceNow Store. Customers should request installation or upgrades via the Store and review activation instructions included in the release notes. There are no new browser or additional requirements introduced between Zurich and Australia releases. ## Accessibility and Localization The new Coral theme includes a dark mode option to support accessibility by reducing eye strain and improving readability. No changes in localization or accessibility compliance were noted between releases. ## Practical Benefits for ServiceNow Customers * Faster and more accurate dispute resolution through unified, guided workflows and enhanced automation. * Improved user experience with streamlined interfaces, consistent intake processes across card and non-card disputes, and updated questionnaires aligned with regulatory needs. * Reduced manual effort and errors via automated document validation and enhanced integration with Mastercard APIs. * Greater flexibility with new fraud classification options and precise regulatory data capture for international markets. * Ongoing support for innovation with updated AI models for related services under Now LLM Service. Consolidated page of all release notes for Financial Services Card Operations from Zurich to Australia. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Financial Services Card Operations 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 Financial Services Card Operations to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-financialservicescardoperations-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 Financial Services Card Operations. {#dfrn3-financialservicescardoperations-summary__entry__8} | Release | Release notes | |-|-| | Zurich | [ACH disputes workflow](https://www.servicenow.com/docs/access?context=work-dispute-ach&family=zurich&ft:locale=en-US) : Resolve ACH disputes faster with a guided, end-to-end workflow that unifies intake, investigation, and resolution---built on a framework ready for any non-card transaction. The unified intake now features a new dispute reason framework for accurate regulatory mapping and embedded WSUD signature collection for seamless authorization capture. The overall workflow centralizes data, applies real-time regulatory checks, and surfaces next best actions to reduce manual effort and speed decisioning, all on a modular design that can scale to additional non-card dispute types. [Workflow](https://www.servicenow.com/docs/access?context=dispute-management-workflows&family=zurich&ft:locale=en-US) : Resolve Mastercard disputes quickly with an enhanced end-to-end workspace that supports all stages of the dispute life cycle, including pre-arbitration and arbitration. Use comprehensive tools to simplify and accelerate the dispute management process. | | Australia | Additional Mastercard fraud type options : Classify Mastercard fraud disputes more precisely by selecting from three additional fraud type options during card dispute intake: * 53 - Testing-issuer * 54 - Undetermined * 57 - First-party misuse Colombia payment reversion claim question : Capture the information that Colombian regulations require for Mastercard fraud disputes. When a Mastercard dispute uses reason code 4837, 4870, or 4871, the merchant is located in Colombia, and the cardholder billing currency is the Colombian Peso, the dispute intake form asks whether the cardholder has filed a reversion of payment claim under Colombian law. An answer is required. Date facilities were withdrawn : Dispute agents and cardholders can now record the date facilities were withdrawn by answering the question "Date of the facilities were withdrawn." This question displays only after answering Yes to "Certification that the facilities were withdrawn," and supports chargeback eligibility evaluation for reason code 13.2 (Cancelled Recurring Transaction). Date cardholder checked out from hotel : Dispute agents and cardholders can now record the date a cardholder checked out from a hotel by answering the question "Date cardholder checked out from hotel." This question displays only for disputes filed as Not as Described (reason code 13.3) or for a services dispute, where the merchant is categorized under a hotel or lodging merchant category code (MCC 7011, or the 3501-3856 hotel-chain range). CE Transaction Details : View compelling-evidence transaction details as a read-back field when reviewing Visa dispute details. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing Financial Services Card Operations features. {#dfrn3-financialservicescardoperations-summary__entry__14} | Release | Release notes | |-|-| | Zurich | [Updated dispute intake questionnaire for July Store release](https://www.servicenow.com/docs/access?context=dispute-rules-content-pack-for-mastercard-landing-page&family=zurich&ft:locale=en-US) : New questions have been added to the dispute intake questionnaire to support updated Mastercard chargeback ineligibility rule assessment. * For Goods or Services Not Provided disputes (RC 4853): Dispute agents must select the applicable waiver and insurance status for merchandise delivery. Options are: a liability waiver was signed by the buyer; shipment insurance was declined by the buyer; both a liability waiver was signed and shipment insurance was declined; or neither applied. This question is mandatory for dispute agents and is also displayed to cardholders. * For Authorization disputes (RC 4808): Dispute agents must identify the current account status. Options include: account closed; suspended or restricted; fraud or compromise; credit-related issue; or account active and in good standing. This question is specific to Mastercard and is not displayed to cardholders. The following additional changes have been made to existing questionnaire questions in this release: * The What is the dispute about? question choice list has been updated: the Multiple Authorization Requests option has been removed from the RC 4808 Authorization list, and Late Presentment has been removed from the RC 4834 Processing Errors list. The following labels have been updated: CAT 3 Devices (formerly Cardholder-Activated Terminal); Transit First Ride Risk (FRR) and Transit First Ride Issuer Liability (FRIL) claims; Installment Billing Dispute-Participating Countries; Cardholder Dispute-Not Elsewhere Classified-United States Domestic (new). * Display conditions have been updated for several existing RC 4853 Cardholder Disputes questions --- including merchandise return date, date the cardholder first notified the issuer, and whether previous negotiation with the merchant occurred --- to reflect the addition of the Cardholder Dispute-Not Elsewhere Classified- United States Domestic sub-category. * For Refund Not Processed disputes (RC 4853): The question asking for the date the cardholder first notified the issuer of the dispute is displayed when the credit voucher or transaction receipt is not dated. This question applies to dispute agents only. [Updated chargeback eligibility questionnaire for May Store release](https://www.servicenow.com/docs/access?context=dispute-rules-content-pack-for-mastercard-landing-page&family=zurich&ft:locale=en-US) : New Mastercard-specific questions have been added to the chargeback eligibility questionnaire. For Authorization disputes (all RC 4808 sub-categories): A new mandatory certification statement appears in the dispute information section. It displays after the dispute amount modification reason field. Dispute agents must confirm that authorization was required for the transaction but was not properly obtained before an Authorization chargeback can proceed. For Consumer Dispute RC 4853 Failed Travel Merchant: Two new questions support the bond or insurance scheme reimbursement requirement: * When a bond or insurance scheme exists, agents are asked what response was received from the bonding authority or insurance scheme when reimbursement was requested. * When no response has been received, agents are asked to provide the date on which the reimbursement request was submitted. Questionnaire questions were updated including RC 4853 Failed Travel Merchant -- Intra-EEA and Domestic European Transactions Only as an additional display condition. [Resolving disputes with Mastercard](https://www.servicenow.com/docs/access?context=work-on-disputes-integrated-with-mc&family=zurich&ft:locale=en-US) : Integrate the Dispute Management workflow with subflows that communicate with Mastercom, supporting an end-to-end dispute life-cycle from raising an initial dispute to final resolution. [Unified dispute intake experience](https://www.servicenow.com/docs/access?context=dispute-intake-overview&family=zurich&ft:locale=en-US) : The dispute intake process has been streamlined to provide a clear, intuitive experience for customers and dispute agents, resulting in faster resolution and reduced manual effort. A unified interface now allows cardholders, account holders, and agents to raise disputes for both card and non-card (ACH) transactions seamlessly. 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. [Workflow](https://www.servicenow.com/docs/access?context=dispute-management-workflows&family=zurich&ft:locale=en-US) : Track the progress of the investigation workflow intuitively with a redesigned user interface that presents each transaction within a dispute case using a clear, process-based layout. This new layout visualizes the distinct stages of the investigation workflow, Investigate, Chargeback, and Closure, which enhances visibility and dispute management efficiency. | | Australia | UI policy update for the merchant voucher question on Refund Not Processed disputes : The Mastercard-specific merchant voucher question in the dispute questionnaire displays for Refund Not Processed disputes when the transaction has one of the following merchant category codes (MCCs): 3000 through 3999, 4411, 4511, 4722, 6513, 7011, 7512, 7519, or 7922. The UI policy Field: TransactionMerchantVoucherFutureUseInd - Show/Hide/Mandatory (Consumer) controls this display. Before this release, the UI policy displayed the question for Goods or Services Not Provided disputes and for Travel and Entertainment disputes where the merchant issued a voucher. The question and the MCC list are unchanged. Dispute agents answer whether the merchant provided a voucher for future use and disclosed it in its terms and conditions. When Dispute Rules Content Pack for Mastercard is installed, the answer determines whether a chargeback for reason code (RC) 4853 is eligible. Price-discrepancy question for Visa consumer disputes : An existing question, originally used under the Processing Errors dispute category, has been repurposed for consumer disputes filed under reason code 13.3 (Not as Described or Defective Merchandise/Services). Dispute agents are asked "Is the dispute due to the difference between the quoted price and the actual charges made by the merchant?" and cardholders are asked "Is the dispute related to a discrepancy between the quoted price and the actual charges made by the merchant?" A Yes answer marks the dispute ineligible for reason code 13.3, since a price discrepancy is not a valid basis for that reason code under the Visa Chargeback Guide. [Visa dispute management on the one-pager workspace](https://www.servicenow.com/docs/access?context=work-on-a-dispute-case-integrated-with-visa&family=australia&ft:locale=en-US) : All Visa dispute tasks across the investigation, collaboration, and allocation stages are available in a single-page workspace, replacing the previous playbook-based experience. Dispute agents can view associated transactions from the Visa network directly on the task form and access the pre-arbitration questionnaire inline, with status tracking. [Updated dispute intake questionnaire for July Store release](https://www.servicenow.com/docs/access?context=installed-with-card-operations&family=australia&ft:locale=en-US) : New questions have been added to the dispute intake questionnaire to support updated Mastercard chargeback ineligibility rule assessment. * For Goods or Services Not Provided disputes (RC 4853): Dispute agents must select the applicable waiver and insurance status for merchandise delivery. Options are: a liability waiver was signed by the buyer; shipment insurance was declined by the buyer; both a liability waiver was signed and shipment insurance was declined; or neither applied. This question is mandatory for dispute agents and is also displayed to cardholders. * For Authorization disputes (RC 4808): Dispute agents must identify the current account status. Options include: account closed; suspended or restricted; fraud or compromise; credit-related issue; or account active and in good standing. This question is specific to Mastercard and is not displayed to cardholders. The following additional changes have been made to existing questionnaire questions in this release: * The What is the dispute about? question choice list has been updated: the Multiple Authorization Requests option has been removed from the RC 4808 Authorization list, and Late Presentment has been removed from the RC 4834 Processing Errors list. The following labels have been updated: CAT 3 Devices (formerly Cardholder-Activated Terminal); Transit First Ride Risk (FRR) and Transit First Ride Issuer Liability (FRIL) claims; Installment Billing Dispute-Participating Countries; Cardholder Dispute-Not Elsewhere Classified-United States Domestic (new). * Display conditions have been updated for several existing RC 4853 Cardholder Disputes questions --- including merchandise return date, date the cardholder first notified the issuer, and whether previous negotiation with the merchant occurred --- to reflect the addition of the Cardholder Dispute-Not Elsewhere Classified- United States Domestic sub-category. * For Refund Not Processed disputes (RC 4853): The question asking for the date the cardholder first notified the issuer of the dispute is displayed when the credit voucher or transaction receipt is not dated. This question applies to dispute agents only. [Internal policy rule evaluation using dispute amount](https://www.servicenow.com/docs/access?context=dispute-decision-tables&family=australia&ft:locale=en-US) : Internal policy rules in the Card dispute rules for internal policy decision table now evaluate using the dispute amount instead of the original transaction amount. Previously, if a cardholder or agent modified the disputed amount while answering additional transactional questions during intake, policy rules still evaluated against the original transaction value. Rules now use the dispute amount field (sn_bom_credit_card_disputes_transaction.dispute_amount), so any amount adjustments made during intake are correctly reflected in rule outcomes. [Updated chargeback eligibility questionnaire for May Store release](https://www.servicenow.com/docs/access?context=installed-with-card-operations&family=australia&ft:locale=en-US) : New Mastercard-specific questions have been added to the chargeback eligibility questionnaire. For Authorization disputes (all RC 4808 sub-categories): A new mandatory certification statement appears in the dispute information section. It displays after the dispute amount modification reason field. Dispute agents must confirm that authorization was required for the transaction but was not properly obtained before an Authorization chargeback can proceed. For Consumer Dispute RC 4853 Failed Travel Merchant: Two new questions support the bond or insurance scheme reimbursement requirement: * When a bond or insurance scheme exists, agents are asked what response was received from the bonding authority or insurance scheme when reimbursement was requested. * When no response has been received, agents are asked to provide the date on which the reimbursement request was submitted. Questionnaire questions were updated including RC 4853 Failed Travel Merchant -- Intra-EEA and Domestic European Transactions Only as an additional display condition. [Automated document submission in Mastercard transaction dispute process](https://www.servicenow.com/docs/access?context=chargeback-stage-mastercard&family=australia&ft:locale=en-US) : Streamline the submission of supporting documents to Mastercard in the Mastercard Dispute Management workflow through document attachment and validation. Attached files are automatically checked against Mastercard requirements for file type and size. This update reduces the need for manual intervention, minimizes rework, and helps avoid rejection risk. [New subflow and action to support Card data security](https://www.servicenow.com/docs/access?context=card-data-security&family=australia&ft:locale=en-US) : Support attaching documents to a specified table record using the following subflow and action in Card data security: * Attach Document to Table Record * Attach Tokenized Document to Table Record | [ ] ## Removed Between your current release family and Australia, some Financial Services Card Operations features or functionality were removed. {#dfrn3-financialservicescardoperations-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 Financial Services Card Operations features or functionality were deprecated. {#dfrn3-financialservicescardoperations-summary__entry__26} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | Now LLM Service deprecation notice : Starting with the September 2026 release, Gemma 4 joins our growing portfolio of open-weight models available through Now LLM Service. The latest industry advancements are available alongside sovereignty-focused options. All models are hosted and governed by ServiceNow with the same infrastructure and data protections. Older models will remain available for existing published AI skills, agents, and agentic workflows, but will no longer be available for new development or configuration. For details, see the [KB3066214: ServiceNow Otto Model Upgrades](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB3066214) article in the Now Support Knowledge Base. | [ ] ## Activation information Review information on how to activate Financial Services Card Operations. {#dfrn3-financialservicescardoperations-summary__entry__32} | Release | Release notes | |-|-| | Zurich | Important: Financial Services Card Operations is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Australia | Activation information : Install Financial Services Card Operations 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: Financial Services Card Operations 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 Financial Services Card Operations we have noted them here. {#dfrn3-financialservicescardoperations-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 Financial Services Card Operations we have noted them here. {#dfrn3-financialservicescardoperations-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 Financial Services Card Operations, such as specific requirements or compliance levels. {#dfrn3-financialservicescardoperations-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 Financial Services Card Operations we have noted them here. {#dfrn3-financialservicescardoperations-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 Financial Services Card Operations we have noted them here. {#dfrn3-financialservicescardoperations-summary__entry__62} | Release | Release notes | |-|-| | Zurich | * Resolve disputes with a new dispute life cycle for Mastercard dispute transactions. * Leverage a new workspace page in Financial Services Card Operations to resolve Mastercard disputes. * Integrate Mastercard's Mastercom APIs into the Dispute Management workflow to resolve card disputes faster and more efficiently. * Resolve ACH disputes faster with a guided, end-to-end workflow that unifies intake, investigation, and resolution---built on a framework ready for any non-card transaction. * Streamline operations with a single, consistent intake process that applies across all dispute workflows. See [Workflow](https://www.servicenow.com/docs/access?context=dispute-management-workflows&family=zurich&ft:locale=en-US) for more information. | | Australia | * Work on Visa dispute transactions and associated transactions from a unified Dispute Workspace for all active transactions. * Streamline dispute document submission to Mastercard with the document attachment and validation enhancement. * Improve dispute resolution accuracy with updated internal policy rules that evaluate the dispute amount rather than the original transaction amount. See [Card Operations](https://www.servicenow.com/docs/access?context=card-ops-landing-page&family=australia&ft:locale=en-US) for more information. | [ ]