Dispute Rules Content Pack for Mastercard release notes

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read
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    Summary of Dispute Rules Content Pack for Mastercard release notes

    The ServiceNow® Dispute Rules Content Pack for Mastercard application streamlines the intake and management of dispute-related information based on Mastercard guidelines. The Australia release, updated March 12, 2026, introduces enhanced chargeback eligibility rules and an updated questionnaire to ensure dispute cases comply with Mastercard core rules.

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    Key Features

    • Enhanced Eligibility Rules: New and refined chargeback eligibility rules, including additional ineligibility conditions for Authorization sub-categories and expanded rules for various fraud dispute reason codes.
    • Updated Questionnaire: Introduction of new Mastercard-specific questions, including mandatory certification for Authorization disputes and additional questions supporting bond or insurance scheme reimbursement for Consumer Dispute RC 4853.
    • New Data Fields: Addition of 14 new data fields to the Authorization and Financial Transaction tables, sourced from Mastercard authorization and clearing APIs, to support expanded eligibility rules.
    • Hard Stop Alerts: Modified questionnaire questions incorporate alerts to guide dispute agents effectively.

    Practical Implications for ServiceNow Customers

    • Ensure compliance with Mastercard dispute requirements through automated eligibility checks based on updated technical formulas.
    • Improve dispute intake accuracy and efficiency with the enhanced questionnaire tailored for Mastercard-specific scenarios.
    • After upgrading, verify that new data fields are present and correctly populated within your instance to utilize the enhanced eligibility features fully.
    • Note that the application requires the Financial Services Card Operations (snbomcreditcard) to be installed and is available for installation via the ServiceNow Store.

    Next Steps

    • Request and install the Dispute Rules Content Pack for Mastercard from the ServiceNow Store.
    • Confirm the presence and population of new data fields post-upgrade to support the expanded eligibility rules.
    • Leverage related applications such as Financial Services Card Operations, Financial Services Credit Operations, and Customer Service Management to enhance card dispute processes and workflows further.

    The ServiceNow® Dispute Rules Content Pack for Mastercard application provides a questionnaire for intake of dispute-related information under various dispute categories according to Mastercard guidelines. Dispute Rules Content Pack for Mastercard was enhanced and updated in the Australia release.

    Dispute Rules Content Pack for Mastercard highlights for the Australia release

    • Verify that dispute cases are compliant with Mastercard core rules through refined chargeback eligibility rules.
    • Streamline dispute intake process through an updated questionnaire.

    See Dispute Rules Content Pack for Mastercard for more information.

    Important:
    Dispute Rules Content Pack for Mastercard is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

    Important information for upgrading Dispute Rules Content Pack for Mastercard to Australia

    The Australia release adds 14 new data fields to the Authorization and Financial Transaction tables to support the new eligibility rules. The transactionAmountLocal field already exists in the Financial Transaction table but is being extended to the Financial Transaction Authorization table in this release. No other pre-existing fields are affected. After upgrading, confirm that the new fields are available and populated on your instance. For a full list of new fields, see New in this release.

    New in the Australia release

    New data fields for Mastercard chargeback eligibility rules

    New data fields sourced from the Mastercard authorization API and Mastercard clearing API have been added to support the expanded eligibility rules. Fields sourced from the Mastercard authorization API are available on the Financial Transaction Authorization table. Fields sourced from the Mastercard clearing API are available on the Financial Transaction table.

    New eligibility questionnaire questions

    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.

    Changed in this release

    Dispute Rules Content Pack for Mastercard chargeback eligibility rules updates
    Determine the eligibility of a selected transaction for chargeback through chargeback eligibility rules transformed into technical formulas.
    New ineligibility conditions have been added across all five existing RC 4808 Authorization sub-categories:
    • Required Authorization Not Obtained (RANO)
    • Expired Chargeback Protection Period (ECPP)
    • Stand-in or X-Code Approval after Issuer Decline (SIXCAID)
    • CAT 3 Devices (CAT3D)
    • Transit First Ride Risk Framework Claims (TFRR)
    Expanded eligibility rules for the following fraud dispute reason codes:
    • RC 4837 (No Cardholder Authorization)
    • RC 4849 (Questionable Merchant Activity)
    • RC 4870 (Chip Liability Shift)
    • RC 4871 (Chip Liability Shift – Lost/Stolen/NRI Fraud)
    Dispute Rules Content Pack for Mastercard intake questionnaire updates
    Benefit from the dispute questionnaire provided through Dispute Rules Content Pack for Mastercard with some modified questions and added hard stop alerts. Questionnaire questions include RC 4853 Failed Travel Merchant – Intra-EEA and Domestic European Transactions Only as an additional display condition.

    Activation information

    Install Dispute Rules Content Pack for Mastercard 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

    This application requires Financial Services Card Operations (sn_bom_credit_card) to be installed.

    Related ServiceNow applications and features

    Financial Services Card Operations
    The ServiceNow® Financial Services Card Operations application digitizes and automates the card operations of your financial institution, enabling quick processing of credit card applications and card transaction disputes.
    Financial Services Credit Operations
    The ServiceNow® Financial Services Credit Operations application enables the management of credit cases and tasks that are used in ServiceNow® Financial Services Operations workflows.
    Customer Service Management
    Enable the extension of tables from the Customer Service Management (CSM) application into the Financial Services Card Operations application.
    Playbook capabilities
    Visualize business process workflows in a simple, task-oriented view with the Playbooks for Customer Service Management (CSM) to verify consistent responses to commonly encountered situations.