--- sourceDocument: zurich Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/delta-xanadu-zurich Release : - zurich ft:locale : - en-US ft:publication_title : - zurich Combined Product Files ft:clusterId : - delta3zx bundleId : - delta3zx --- # Combined Dispute Rules Content Pack for Mastercard release notes for upgrades from Xanadu to Zurich # Combined Dispute Rules Content Pack for Mastercard release notes for upgrades from Xanadu to Zurich {#ariaid-title1} Release version: Zurich Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 8 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 Mastercard Release Notes for Upgrades from Xanadu to Zurich The Combined Dispute Rules Content Pack for Mastercard provides ServiceNow customers with a consolidated view of enhancements, changes, and important upgrade information from the Xanadu release family through to Zurich. This content pack streamlines Mastercard dispute processing by incorporating decision tables that validate transaction details and questionnaire answers against Mastercard's eligibility and ineligibility chargeback rules. Show full answer Show less This release notes summary helps customers prepare for upgrade tasks, understand new features, changes, removals, and activation instructions, ensuring a smooth transition and continued compliance with Mastercard chargeback processes. ## Key Features * **Decision Tables for Eligibility and Ineligibility:** Introduced in Xanadu and refined through Zurich, these automate validation of Mastercard transaction data and questionnaire responses against chargeback rules. * **New Data Fields:** Zurich adds the programRegistrationId field to the Financial Transaction table, sourced from Mastercard clearing API, enabling more precise evaluation of chargeback ineligibility for specific sub-categories. * **Expanded Input Variables:** New computed decision inputs support updated chargeback ineligibility rules, including transit-related transaction sums, authorization timing, and amount differences. * **New Mastercard Dispute Sub-Categories:** Zurich introduces new dispute reasons such as Installment Billing Dispute (RC 4850) and Cardholder Dispute-Not Elsewhere Classified (RC 4854 US Domestic), enhancing dispute categorization accuracy. * **Updated Chargeback Eligibility Rules:** Technical formulas now determine transaction eligibility more precisely, with expanded rules covering authorization sub-categories and various fraud-related reason codes. * **Improved Intake Questionnaires:** Updated and new questions enhance data collection for dispute processing accuracy. * **Coral Theme and Dark Mode:** The default user interface theme updated to "Coral," providing a fresh, brand-neutral look with an optional dark theme to improve user experience and accessibility. ## Key Changes * **Reference Updates:** Transitioned from questionnaire tables to intake tables within Card Operations for improved data handling. * **Chargeback Ineligibility Rules Updates:** Zurich July Store release aligns processing error sub-category conditions with the latest Mastercard Chargeback Guide, including adjustments for currency errors and documentation requirements. * **Cardholder Dispute Rules Updates:** Added or refined ineligibility conditions for various cardholder dispute sub-categories per updated Mastercard guidelines. * **Removal of Sub-Category:** RC 4834 -- Late Presentment sub-category was removed in Zurich. ## Upgrade and Activation Guidance * Before upgrading to Zurich, review and complete pre- and post-upgrade tasks to ensure a smooth transition. * Dispute Rules Content Pack for Mastercard requires Financial Services Card Operations (snbomcreditcard) to be installed. * Installation and activation of the content pack are done via the ServiceNow Store by requesting the application. * Continuous updates and cumulative release notes are available through the ServiceNow Store version history. ## Accessibility and Localization * The Coral theme supports a dark mode option to reduce eye strain and improve readability across web and mobile platforms. * No new localization changes or specific browser requirements were introduced with this release. ## What Customers Can Expect * Enhanced automation and accuracy in Mastercard dispute processing through updated decision tables and eligibility rules. * Improved data capture and dispute categorization with new fields and questionnaire updates aligned with Mastercard's latest chargeback guidelines. * A modernized user interface experience with the Coral theme and dark mode option to support usability and accessibility. * Clear upgrade pathways with detailed release notes supporting pre- and post-upgrade preparations. Consolidated page of all release notes for Dispute Rules Content Pack for Mastercard from Xanadu to Zurich. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Dispute Rules Content Pack for Mastercard release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Xanadu to Zurich. 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 Mastercard to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-disputerulescontentpackformastercard-summary__entry__2} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## New features Between your current release family and Zurich, new features were introduced for Dispute Rules Content Pack for Mastercard. {#dfrn3-disputerulescontentpackformastercard-summary__entry__10} | Release | Release notes | |-|-| | Xanadu | [Decision tables](https://www.servicenow.com/docs/access?context=decision-designer-overview&family=xanadu&ft:locale=en-US) : Streamline dispute processing by validating Mastercard transaction details and questionnaire answers against the eligibility rules in the decision tables that are included in this application. | | Yokohama | No updates for this release. | | Zurich | [July Store Release: New data field for Mastercard chargeback ineligibility rule assessment](https://www.servicenow.com/docs/access?context=dispute-rules-content-pack-for-mastercard-landing-page&family=zurich&ft:locale=en-US) : A new Mastercard data field `programRegistrationId` has been added to the Financial Transaction table to support chargeback ineligibility rule evaluation for RC 4853 Cardholder Disputes sub-categories. The field is sourced from the Mastercard clearing API. This field identifies the program registration associated with a clearing transaction. The field displays both the program code and its description. Supported values include codes for person-to-person transfers, business disbursements, government and non-profit disbursements, merchant-presented QR transactions, and other Mastercard Send program types. [July Store Release: New input variables for Mastercard chargeback ineligibility rule assessment decision tables](https://www.servicenow.com/docs/access?context=dispute-rules-content-pack-for-mastercard-landing-page&family=zurich&ft:locale=en-US) : New input variables have been added to support updated chargeback ineligibility rule evaluation for RC 4808 Authorization sub-categories. The following computed values are used as decision inputs across the Required Authorization Not Obtained, Expired Chargeback Protection Period, Stand-in or X-Code Approval after Issuer Decline, CAT 3 Devices, and Transit First Ride Risk Framework Claims decision tables: * `transit_clearing_amount_sum` --- the sum of local transaction amounts for matching transit clearing transactions, used to evaluate UK domestic contactless transit split-clearing ineligibility conditions. * `cpd_minus_declined_transit_auth_date_time` --- the number of days between a declined transit authorization and the chargeback protection date (CPD), used to assess TFRR/FRIL eligibility windows. * `financial_local_txn_amt_minus_auth_local_txn_amt` --- the difference between the financial and authorization local transaction amounts, used for RANO authorization amount difference conditions. [July Store Release: New Mastercard dispute sub-categories](https://www.servicenow.com/docs/access?context=dispute-rules-content-pack-for-mastercard-landing-page&family=zurich&ft:locale=en-US) : The following new Mastercard dispute sub-categories are available: * Installment Billing Dispute-Participating Countries (RC 4850) * Cardholder Dispute-Not Elsewhere Classified-United States Domestic (RC 4854) [New data fields for Mastercard chargeback eligibility rules](https://www.servicenow.com/docs/access?context=dispute-rules-content-pack-for-mastercard-landing-page&family=zurich&ft:locale=en-US) : 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. [Decision tables for Mastercard dispute processing](https://www.servicenow.com/docs/access?context=dispute-decision-tables&family=zurich&ft:locale=en-US) : Streamline dispute processing by validating Mastercard transaction details and questionnaire answers against the eligibility rules in this application's decision tables. | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing Dispute Rules Content Pack for Mastercard features. {#dfrn3-disputerulescontentpackformastercard-summary__entry__18} | Release | Release notes | |-|-| | Xanadu | [Updated references from questionnaire tables to intake tables in Card Operations](https://www.servicenow.com/docs/access?context=components-installed-with-dispute-rules-content-pack-for-mastercard&family=xanadu&ft:locale=en-US) : Updated references from the old questionnaire tables to the new intake tables in Card Operations. | | Yokohama | No updates for this release. | | Zurich | [July Store Release: Build and update Mastercard chargeback ineligibility rules --- Processing Errors](https://www.servicenow.com/docs/access?context=dispute-rules-content-pack-for-mastercard-landing-page&family=zurich&ft:locale=en-US) : Ineligibility rule conditions have been updated across the RC 4834 Processing Errors sub-categories to align with the latest Mastercard Chargeback Guide. Updated sub-categories include Transaction Amount Differs, Currency Errors, Cardholder Debited More than Once for the Same Goods or Services, ATM Funds Not Dispensed, Charges for Loss, Theft, or Damages, Merchant Refund Correcting Error Resulted in Cardholder Currency Exchange Loss, Improper Merchant Surcharge, Unreasonable Amount, and Cash was not properly provided from a Purchase with Cash Back transaction. For Currency Errors: A new ineligibility condition has been added. CE is not applicable for ATM transactions (MCC 6011) where either the card was issued outside Europe or the terminal is located outside Europe. For Transaction Amount Differs: The documentation requirements for this sub-category have been updated. For Maestro cards issued in Europe used at terminals outside Europe, no documentation is required. Brazil domestic disputes involving gratuity amounts now have explicit documentation requirements. [July Store Release: Build and update Mastercard chargeback ineligibility rules --- Cardholder Disputes](https://www.servicenow.com/docs/access?context=dispute-rules-content-pack-for-mastercard-landing-page&family=zurich&ft:locale=en-US) : Ineligibility rule conditions have been added or updated across the following RC 4853 Cardholder Disputes sub-categories to align with the latest Mastercard Chargeback Guide: * Addendum Dispute * Cardholder Dispute of a Recurring Transaction * Counterfeit Goods * Digital Goods Purchase of USD/EUR 25 or Less * Goods or Services Not Provided * Goods or Services Were Either Not as Described or Defective * No-Show Hotel Charge * Refund Not Processed * Refund Posted as a Purchase * Timeshares * Transaction Did Not Complete * Travel/Entertainment Services Not Provided/Not as Described and Merchant Voucher Issued New ineligibility rule conditions have also been added for the Cardholder Dispute-Not Elsewhere Classified-United States Domestic (RC 4854) sub-category. 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. [Dispute Rules Content Pack for Mastercard chargeback eligibility rules updates](https://www.servicenow.com/docs/access?context=dispute-rules-content-pack-for-mastercard-landing-page&family=zurich&ft:locale=en-US) : Transformed chargeback eligibility rules into technical formulas to determine the eligibility or ineligibility of a selected transaction for chargeback. 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](https://www.servicenow.com/docs/access?context=dispute-rules-content-pack-for-mastercard-landing-page&family=zurich&ft:locale=en-US) : Updated the dispute questionnaire provided through Dispute Rules Content Pack for Mastercard by adding new questions and updating existing questions. | [ ] ## Removed Between your current release family and Zurich, some Dispute Rules Content Pack for Mastercard features or functionality were removed. {#dfrn3-disputerulescontentpackformastercard-summary__entry__26} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Deprecations Between your current release family and Zurich, some Dispute Rules Content Pack for Mastercard features or functionality were deprecated. {#dfrn3-disputerulescontentpackformastercard-summary__entry__34} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | For July store release, the sub-category RC 4834 --- Late Presentment has been removed. | [ ] ## Activation information Review information on how to activate Dispute Rules Content Pack for Mastercard. {#dfrn3-disputerulescontentpackformastercard-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | Install Dispute Rules Content Pack for Mastercard by requesting it from the 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=xanadu&ft:locale=en-US). | | Yokohama | No updates for this release. | | Zurich | Activation information : Install Dispute Rules Content Pack for Mastercard 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 Mastercard 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 Mastercard we have noted them here. {#dfrn3-disputerulescontentpackformastercard-summary__entry__50} | Release | Release notes | |-|-| | Xanadu | This application requires Financial Services Card Operations (sn_bom_credit_card). | | Yokohama | No updates for this release. | | Zurich | Additional requirements : This application requires Financial Services Card Operations (sn_bom_credit_card) to be installed. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for Dispute Rules Content Pack for Mastercard we have noted them here. {#dfrn3-disputerulescontentpackformastercard-summary__entry__58} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Dispute Rules Content Pack for Mastercard, such as specific requirements or compliance levels. {#dfrn3-disputerulescontentpackformastercard-summary__entry__66} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | 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. | [ ] ## Localization information If there are specific localization considerations for Dispute Rules Content Pack for Mastercard we have noted them here. {#dfrn3-disputerulescontentpackformastercard-summary__entry__74} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for Dispute Rules Content Pack for Mastercard we have noted them here. {#dfrn3-disputerulescontentpackformastercard-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | * Run chargeback eligibility rules based on Mastercard rules. * Determine the chargeback eligibility for Mastercard transactions by using the provided decision tables. The eligibility is based on the reason code, intake responses, and transaction data from the dispute. See [Dispute Rules Content Pack for Mastercard](https://www.servicenow.com/docs/access?context=dispute-rules-content-pack-for-mastercard-landing-page&family=xanadu&ft:locale=en-US) for more information. | | Yokohama | No updates for this release. | | Zurich | * Developed and refined chargeback eligibility rules to validate dispute cases against Mastercard core rules. * Updated the intake questionnaire for various dispute categories. See [Dispute Rules Content Pack for Mastercard](https://www.servicenow.com/docs/access?context=dispute-rules-content-pack-for-mastercard-landing-page&family=zurich&ft:locale=en-US) for more information. | [ ]