Combined Dispute Rules Content Pack for Visa release notes for upgrades from Zurich to Australia

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Combined Dispute Rules Content Pack for Visa release notes for upgrades from Zurich to Australia

Release version: Australia

Updated August 11, 2026

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Summary of Combined Dispute Rules Content Pack for Visa Release Notes for Upgrades from Zurich to Australia

This consolidated release notes document outlines the key updates, new features, changes, and important upgrade information for the Dispute Rules Content Pack for Visa as customers upgrade from the Zurich release family to the Australia release family. It aims to help ServiceNow customers prepare for their upgrade by summarizing enhancements related to dispute eligibility rules, questionnaires, and integration with Visa Resolve Online (VROL).

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Key Features

Special Condition Indicator Field: Introduced on the Financial Transaction record to identify transactions involving non-fiat currencies, non-fungible tokens (NFTs), and related digital assets. This enables precise application of dispute eligibility rules for reason codes RC 10.4, RC 13.1, and RC 13.3.
Enhanced Dispute Intake Questionnaire: Added new targeted questions to support updated eligibility rules for digital asset transactions:
- For fraud disputes with certain Special Condition Indicator values, cardholders are asked if they were deceived into sending non-fiat currency or NFTs to fraudulent recipients.
- For consumer disputes under RC 13.3 (Not as Described) involving digital asset purchases, cardholders are asked if there is evidence the merchant guaranteed asset value increases.
Visa Resolve Online (VROL) 26.1 Alignment: The dispute questionnaire and chargeback eligibility rules have been updated to align with VROL release 26.1 revisions and Visa Chargeback Guide v1.1, ensuring automatic evaluation of disputes against current criteria without manual configuration.
Additional Agent-Facing Questions (Australia Release): Four new questions have been added under authorization and consumer dispute categories, mapping to reason codes 11.1, 11.2, 11.3, 13.6, and 13.7 to support more comprehensive dispute handling.

Changes

Updated chargeback eligibility rules for multiple Visa reason codes (10.1, 10.2, 10.3, 10.4, 13.1, 13.2, 13.3, 13.4) to reflect the latest Visa Chargeback Guide v1.1.
Conditional display of questions in the dispute intake questionnaire based on transaction type to improve accuracy and efficiency for agents and cardholders.

Activation and Requirements

To activate the Dispute Rules Content Pack for Visa, customers should request installation from the ServiceNow Store.
There are no new additional requirements, browser requirements, deprecations, or removals introduced in this upgrade.

Important Upgrade Considerations

Review and complete pre- and post-upgrade tasks as outlined before upgrading to the Australia release family.
Note that no updates were made specifically in the Zurich or Australia releases for removals, deprecations, accessibility, or localization.

Key Outcomes for ServiceNow Customers

Improved support for managing disputes involving digital assets and NFTs through enhanced data fields and tailored questionnaire logic.
Automated and accurate eligibility evaluation aligned with the latest Visa chargeback rules, reducing manual effort and errors.
Enhanced alignment with Visa’s VROL platform ensures smoother dispute processing and compliance with updated standards.
Expanded questionnaire capabilities allow dispute agents to capture more detailed information, improving dispute resolution outcomes.

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.


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.


Release	Release notes
Zurich	Special Condition Indicator field 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 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	Special Condition Indicator field 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 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.


Release	Release notes
Zurich	Visa Resolve Online (VROL) version 26.1 updates 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. 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 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 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 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.
Australia	Updated questions for the dispute questionnaire 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 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. 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 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 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 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.

Removed

Between your current release family and Australia, some Dispute Rules Content Pack for Visa features or functionality were removed.


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.


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.


Release	Release notes
Zurich	Install Dispute Rules Content Pack for Visa by requesting it from ServiceNow Store.
Australia	Install Dispute Rules Content Pack for Visa by requesting it from the ServiceNow Store. Visit the ServiceNow Store 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.

Additional requirements

If any additional requirements were introduced or changed for Dispute Rules Content Pack for Visa we have noted them here.


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.


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.


Release	Release notes
Zurich
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.


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.


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 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 for more information.