Dispute Rules Content Pack for Visa release notes
Summarize
Summary of Dispute Rules Content Pack for Visa release notes
The Dispute Rules Content Pack for Visa in ServiceNow offers structured questionnaires to capture dispute-related information aligned with Visa guidelines. The Zurich release updates this content pack with enhancements based on Visa Resolve Online (VROL) version 26.1 and the Visa Chargeback Guide v1.1. This ensures automated and accurate evaluation of chargeback eligibility across multiple Visa reason codes, particularly for transactions involving digital assets such as non-fiat currency and NFTs.
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Key Features
- Special Condition Indicator Field: A new field on Financial Transaction records identifies transactions involving digital assets (non-fiat currency, NFTs), enabling precise chargeback eligibility handling for specific Visa reason codes (RC 10.4, 13.1, 13.3).
- Updated Dispute Intake Questionnaires: Two new questions support digital asset disputes, including fraud claims about deceptive transfers and consumer claims regarding merchant guarantees on asset value increases.
- Visa Resolve Online (VROL) 26.1 Alignment: Questionnaires and chargeback rules are updated to reflect the latest Visa dispute guidelines, automating eligibility checks and flagging ineligible disputes before submission.
- UI Enhancements: The Coral theme is now default for new portal, web, and mobile interfaces, featuring brand-neutral visuals and a dark mode option to improve accessibility and user experience.
Activation and Related Applications
Customers can install the Dispute Rules Content Pack for Visa from the ServiceNow Store by submitting a request. This content pack integrates effectively with related ServiceNow products such as:
- Playbooks for Customer Service Management: To visualize and manage dispute workflows consistently.
- Financial Services Card Operations: To digitize and automate card transaction disputes and credit card processing.
- Financial Services Credit Operations: To manage credit cases and tasks within financial workflows.
- Integration Hub: For automating integrations that support and extend dispute and card operations workflows.
This release enhances dispute handling efficiency by automating eligibility assessment for Visa chargebacks, especially those involving emerging digital asset transaction types, ensuring compliance and streamlined dispute resolution within ServiceNow.
The ServiceNow® Dispute Rules Content Pack for Visa application provides questionnaires for dispute-related information intake under various dispute categories according to Visa guidelines. Dispute Rules Content Pack for Visa was enhanced and updated in the Zurich release.
Dispute Rules Content Pack for Visa highlights for the Zurich release
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.
New in the Zurich release
- Special Condition Indicator field
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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
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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.
UI Changes
- 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.
Changed in this release
- 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.
Activation information
Install Dispute Rules Content Pack for Visa by requesting it from ServiceNow Store. Visit the ServiceNow Store 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.
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.