--- 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 Visa release notes for upgrades from Xanadu to Zurich # Combined Dispute Rules Content Pack for Visa 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) 7 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 Visa Release Notes for Upgrades from Xanadu to Zurich This consolidated release notes page provides ServiceNow customers with detailed information about the upgrades and changes to the Dispute Rules Content Pack for Visa, specifically covering the transition from the Xanadu release family through Yokohama to Zurich. It is intended to help customers prepare for and understand the enhancements, changes, and activation requirements associated with upgrading to Zurich. Show full answer Show less ## Key Features * **Special Condition Indicator Field (Zurich):** A new field on Financial Transaction records flags transactions involving non-fiat currencies, NFTs, and related digital assets. This enables the chargeback eligibility rules engine to apply accurate dispute conditions for relevant Visa reason codes (RC 10.4, 13.1, and 13.3). * **New Dispute Intake Questions:** Additional questions have been introduced to support eligibility assessments for disputes involving digital asset transactions, including fraud and consumer disputes related to NFTs and non-fiat currencies. * **Updated Chargeback Eligibility Rules:** The Zurich release updates eligibility rules for eight Visa reason codes (10.1, 10.2, 10.3, 10.4, 13.1, 13.2, 13.3, 13.4) based on Visa Chargeback Guide v1.1. The rules engine automates eligibility evaluation, flagging ineligible disputes before submission. * **Dispute Questionnaire Alignment with Visa Resolve Online (VROL):** The questionnaire has been updated to align with VROL versions 24.2, 25.2, and 26.1, ensuring compliance with the latest dispute handling protocols. * **Data Model Enhancements:** The content pack has refined data structures by moving Visa-specific intake tables to more generic Financial Services Card Operations tables for new customers, improving data management and reuse. * **Coral Theme Introduction:** A new default UI theme named Coral enhances the portal, web, and mobile experiences with a modern, brand-neutral design and includes a dark theme option to improve accessibility and reduce eye strain. ## Key Outcomes * **Improved Dispute Processing Accuracy:** Automated evaluation of dispute eligibility reduces manual errors and helps avoid penalties by ensuring only eligible disputes are submitted to Visa networks. * **Support for Digital Asset Transactions:** Enhanced questionnaire and eligibility rules enable accurate handling of disputes involving emerging transaction types such as cryptocurrencies and NFTs. * **Up-to-Date Alignment with Visa Standards:** Continuous updates to chargeback rules and questionnaires ensure compliance with the latest Visa Resolve Online releases and chargeback guides. * **Streamlined Upgrade Experience:** Clear pre- and post-upgrade tasks and activation instructions guide customers through a smooth transition to the Zurich release with no deprecated or removed features noted. * **Enhanced User Experience:** The introduction of the Coral theme with a dark mode option improves usability and accessibility across platforms. ## Activation and Additional Information * Dispute Rules Content Pack for Visa is available for installation via the ServiceNow Store. Customers should request installation through the store and refer to the version history for cumulative release details. * No additional browser or localization requirements have been introduced in the Zurich release. * Accessibility improvements include the new dark theme option to support user comfort and readability. ## Summary Guidance for ServiceNow Customers When upgrading to the Zurich release of the Dispute Rules Content Pack for Visa, customers can expect enhanced automation and accuracy in dispute eligibility evaluation, especially for digital asset transactions. The updated questionnaire and chargeback rules align with the latest Visa standards, facilitating compliance and reducing risk. Activation is straightforward via the ServiceNow Store, and the improved UI themes provide a modernized experience. Customers should review the pre- and post-upgrade tasks to ensure a seamless transition. Consolidated page of all release notes for Dispute Rules Content Pack for Visa 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 Visa 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 Visa to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-disputerulescontentpackforvisa-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 Visa. {#dfrn3-disputerulescontentpackforvisa-summary__entry__10} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | [Special Condition Indicator field](https://www.servicenow.com/docs/access?context=dispute-rules-content-pack-for-visa-landing-page-1&family=zurich&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=dispute-rules-content-pack-for-visa-landing-page-1&family=zurich&ft:locale=en-US) : 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 Zurich, some changes were made to existing Dispute Rules Content Pack for Visa features. {#dfrn3-disputerulescontentpackforvisa-summary__entry__18} | Release | Release notes | |-|-| | Xanadu | [Questionnaire and chargeback eligibility ruless](https://www.servicenow.com/docs/access?context=reason-codes-supported-in-dispute-rules-content-pack-for-visa&family=xanadu&ft:locale=en-US) : * Added new chargeback eligibility rules to reflect the latest dispute conditions from Visa. * Updated the dispute questionnaire to support the following reason codes: * 10.3 (Other fraud---card-present environment) * 13.1 (Merchandise/services not received) * 13.5 (Misrepresentation) [Visa Resolve Online (VROL) 24.2 revision Alignment](https://www.servicenow.com/docs/access?context=reason-codes-supported-in-dispute-rules-content-pack-for-visa&family=xanadu&ft:locale=en-US) : * Updated chargeback reason codes and dispute questionnaire with VROL's latest release revision 24.2. * Updated 12.1 chargeback rules to 11.3. [Visa Resolve Online (VROL) 25.2 revision Alignment](https://www.servicenow.com/docs/access?context=reason-codes-supported-in-dispute-rules-content-pack-for-visa&family=xanadu&ft:locale=en-US) : The chargeback eligibility rule under the 12.6 reason code that validates Is the other transaction paid by other means? == N has been removed, [Updated references in Card Operations tables](https://www.servicenow.com/docs/access?context=components-installed-with-dispute-rules-content-pack-for-visa&family=xanadu&ft:locale=en-US) : Updated references from the old questionnaire tables to the new intake tables in Card Operations. [Updated data model](https://www.servicenow.com/docs/access?context=dispute-data-model&family=xanadu&ft:locale=en-US) : * Enhanced Dispute Rules Content Pack for Visa to support the updated chargeback eligibility conditions and the fields used for validating disputed transactions. * Moved the following tables as generic intake tables, from Dispute Rules Content Pack for Visa \[sn_bom_visa_cp\] to Financial Services Card Operations \[sn_bom_credit_card\]: * Visa Dispute Intake \[sn_bom_visa_cp_visa_dispute_questionnaire\] → Dispute Intake \[sn_bom_credit_card_dispute_intake\] * Visa Dispute Cardholder Intake \[sn_bom_visa_cp_visa_dispute_cardholder_intake\] → Cardholder Dispute Intake \[sn_bom_credit_card_cardholder_dispute_intake\] Note: These tables have been moved only for new customers, but they are still available in the Dispute Rules Content Pack for Visa for existing customers. | | Yokohama | [Visa Resolve Online (VROL) version 25.2 updates](https://www.servicenow.com/docs/access?context=visa-spoke&family=yokohama&ft:locale=en-US) : Updated the dispute questionnaire provided through Dispute Rules Content Pack for Visa to align with Visa Resolve Online (VROL) release 25.2 revision changes. | | Zurich | [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](https://www.servicenow.com/docs/access?context=dispute-rules-content-pack-for-visa-landing-page-1&family=zurich&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=dispute-rules-content-pack-for-visa-landing-page-1&family=zurich&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=dispute-rules-content-pack-for-visa-landing-page-1&family=zurich&ft:locale=en-US) : 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. 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. [Visa Resolve Online (VROL) version 26.1 updates](https://www.servicenow.com/docs/access?context=visa-spoke&family=zurich&ft:locale=en-US) : 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. | [ ] ## Removed Between your current release family and Zurich, some Dispute Rules Content Pack for Visa features or functionality were removed. {#dfrn3-disputerulescontentpackforvisa-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 Visa features or functionality were deprecated. {#dfrn3-disputerulescontentpackforvisa-summary__entry__34} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Activation information Review information on how to activate Dispute Rules Content Pack for Visa. {#dfrn3-disputerulescontentpackforvisa-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | Install Dispute Rules Content Pack for Visa 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 | Activation information : Install Dispute Rules Content Pack for Visa 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=yokohama&ft:locale=en-US). | | Zurich | Activation information : Install Dispute Rules Content Pack for Visa 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 Visa 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 Visa we have noted them here. {#dfrn3-disputerulescontentpackforvisa-summary__entry__50} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | 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. {#dfrn3-disputerulescontentpackforvisa-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 Visa, such as specific requirements or compliance levels. {#dfrn3-disputerulescontentpackforvisa-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 Visa we have noted them here. {#dfrn3-disputerulescontentpackforvisa-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 Visa we have noted them here. {#dfrn3-disputerulescontentpackforvisa-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | * Optimize the chargeback process by identifying eligibility immediately, prior to submitting the dispute to the card payment network. * Avoid penalties by identifying ineligible transactions that are based on the reason code and transaction data. See [Dispute Rules Content Pack for Visa](https://www.servicenow.com/docs/access?context=dispute-rules-content-pack-for-visa-landing-page-1&family=xanadu&ft:locale=en-US) for more information. | | Yokohama | Apply Visa Resolve Online (VROL) release 25.2 revision changes to Dispute Rules Content Pack for Visa questionnaire. See [Dispute Rules Content Pack for Visa](https://www.servicenow.com/docs/access?context=dispute-rules-content-pack-for-visa-landing-page-1&family=yokohama&ft:locale=en-US) for more information. | | 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](https://www.servicenow.com/docs/access?context=dispute-rules-content-pack-for-visa-landing-page-1&family=zurich&ft:locale=en-US) for more information. | [ ]