--- 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 Financial Services Card Operations release notes for upgrades from Xanadu to Zurich # Combined Financial Services Card Operations 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) 10 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 Financial Services Card Operations Release Notes for Upgrades from Xanadu to Zurich This consolidated release notes document guides ServiceNow customers through the upgrade path and feature evolution of Financial Services Card Operations from the Xanadu release through to Zurich. It highlights important pre- and post-upgrade tasks, key new features, changes, removals, and activation details to ensure a smooth and informed upgrade process. Show full answer Show less ## Key Features * **Dispute Playbook Enhancements (Xanadu):** Cardholders can initiate disputes directly via a user-friendly portal, attach documents, and track real-time case updates. Agents review and manage disputes efficiently. * **Card Disputes Improvements:** Introduction of a common dispute questionnaire table and relocation of the reason code field to improve data handling and processing accuracy. * **Friendly Fraud Detection (Yokohama):** Automated detection and resolution of friendly fraud in Visa transactions with tailored agent actions such as credit issuance or chargebacks. * **Enhanced Visa Disputes Playbook (Yokohama):** Supports managing multiple disputed transactions per case, pre-arbitration, arbitration, and appeals with integrated Visa Resolve Online (VROL) subflows. * **ACH Disputes Workflow (Zurich):** A unified, end-to-end workflow for ACH disputes streamlines intake, investigation, and resolution with regulatory checks and WSUD signature capture, designed to scale to other non-card transactions. * **Mastercard Disputes Workspace (Zurich):** An enhanced workspace supports all dispute lifecycle stages, integrating Mastercard Mastercom APIs for faster dispute resolution. * **Unified Dispute Intake Experience:** A streamlined intake interface for cardholders, account holders, and agents to raise disputes seamlessly for card and non-card transactions. * **Coral Theme:** Introduces a fresh, brand-neutral default theme with a dark mode option for web and mobile interfaces, improving user experience and accessibility. * **Updated Questionnaires and Regulatory Compliance:** New and revised dispute intake questions support Mastercard chargeback rules and improve data accuracy for dispute assessments. ## Changes and Removals * Data model updates include new tables for dispute questionnaire intake and removal of certain fields from the card disputes case table to align with current processing standards. * Removal of the `isparcelado` column from the dispute intake table to maintain consistency with VROL version updates. * Reason code field for Late Presentment moved from processing error decision to authorization category. * Dispute playbook and chargeback rules updated to align with VROL release revisions. * No new features or removals were introduced in Zurich release for existing functionalities. ## Upgrade Considerations * During the Yokohama upgrade, the Card Disputes Transaction table is reparented to Financial Task table in Financial Services Operations Core to leverage core platform benefits. Instances with large datasets may experience longer upgrade times. * Pre- and post-upgrade tasks are vital to ensure compatibility and functionality preservation. ## Activation and Additional Information * Financial Services Card Operations must be requested and installed from the ServiceNow Store. * The product is now available with streamlined activation and installation via the store for all supported releases. * No additional browser or localization requirements were introduced between Xanadu and Zurich. * Accessibility improvements include support for a dark theme option to enhance readability and reduce eye strain. ## What to Expect Upgrading to Zurich delivers a comprehensive, scalable dispute management experience, including enhanced workflows for Visa, Mastercard, and ACH disputes, a unified intake process, improved user interfaces, and compliance-aligned questionnaires. These enhancements enable faster dispute resolution, improved agent and cardholder experiences, and integration with external dispute systems such as Mastercom and VROL. Consolidated page of all release notes for Financial Services Card Operations from Xanadu to Zurich. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Financial Services Card Operations 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 Financial Services Card Operations to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-financialservicescardoperations-summary__entry__2} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | Upgrade information : During the upgrade to Yokohama, the Financial Services Card Operations plugin reparents the Card Disputes Transaction table \[sn_bom_credit_card_disputes_transaction\] to the Financial Task table \[sn_bom_task\] in Financial Services Operations Core. Reparenting leverages the benefits and advancements of ServiceNow® Financial Services Operations Core while preserving the functionality of existing applications. Note: If your instance uses the Card Disputes Transaction table \[sn_bom_credit_card_disputes_transaction\] and it contains a large amount of data, you may experience increased upgrade times. | | Zurich | No updates for this release. | [ ] ## New features Between your current release family and Zurich, new features were introduced for Financial Services Card Operations. {#dfrn3-financialservicescardoperations-summary__entry__10} | Release | Release notes | |-|-| | Xanadu | [Playbook enhancements for dispute](https://www.servicenow.com/docs/access?context=dispute-playbook-for-portal&family=xanadu&ft:locale=en-US) : These enhancements enable the cardholders to do the following: * Initiate disputes directly through the portal by selecting your financial account and the transactions that you want to dispute. * Simplify the process of initiating and tracking disputes with the user-friendly dispute portal interface. * Collect detailed information about the dispute through a questionnaire on the portal. * Enable cardholders to attach relevant documents to their dispute cases. * Receive real-time updates on your case through the dispute tracker on the portal. * Submit the dispute through the portal to land on a review page, where the agent can review and modify the details for the case as required before submitting it for investigation. [Card disputes enhancements](https://www.servicenow.com/docs/access?context=dispute-management&family=xanadu&ft:locale=en-US) : * Added a common dispute questionnaire table with questions relevant to various card networks for both agents and cardholders. * Moved the reason code field to the card dispute transaction table. * Updated the logic to determine the reason code from the case to the card dispute transaction table. | | Yokohama | [Detect friendly fraud](https://www.servicenow.com/docs/access?context=resolve-friendly-fraud&family=yokohama&ft:locale=en-US) : Resolve friendly fraud disputes with predefined rules to ensure consistent and precise detection of friendly fraud in Visa disputed transactions. Agents can decline requests, issue credits, or proceed with chargebacks, allowing for tailored responses based on the situation. [Enhanced Visa disputes playbook](https://www.servicenow.com/docs/access?context=managing-card-disputes&family=yokohama&ft:locale=en-US) : Leverage an updated card disputes processing flow to associate additional transactions, manage multiple transaction disputes, and handle pre-arbitration, arbitration, and appeal requests to Visa for allocation and collaboration chargeback workflows. | | Zurich | [ACH disputes workflow](https://www.servicenow.com/docs/access?context=work-dispute-ach&family=zurich&ft:locale=en-US) : Resolve ACH disputes faster with a guided, end-to-end workflow that unifies intake, investigation, and resolution---built on a framework ready for any non-card transaction. The unified intake now features a new dispute reason framework for accurate regulatory mapping and embedded WSUD signature collection for seamless authorization capture. The overall workflow centralizes data, applies real-time regulatory checks, and surfaces next best actions to reduce manual effort and speed decisioning, all on a modular design that can scale to additional non-card dispute types. [Workflow](https://www.servicenow.com/docs/access?context=dispute-management-workflows&family=zurich&ft:locale=en-US) : Resolve Mastercard disputes quickly with an enhanced end-to-end workspace that supports all stages of the dispute life cycle, including pre-arbitration and arbitration. Use comprehensive tools to simplify and accelerate the dispute management process. | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing Financial Services Card Operations features. {#dfrn3-financialservicescardoperations-summary__entry__18} | Release | Release notes | |-|-| | Xanadu | [Updated data model](https://www.servicenow.com/docs/access?context=installed-with-card-operations&family=xanadu&ft:locale=en-US) : Introduced the following two new tables for questionnaire intake: * Dispute Intake \[sn_bom_credit_card_dispute_intake\] * Cardholder Dispute Intake \[sn_bom_credit_card_cardholder_dispute_intake\] [Updated Card disputes transaction table](https://www.servicenow.com/docs/access?context=installed-with-card-operations&family=xanadu&ft:locale=en-US) : Removed the following fields from the Card disputes case table: * Account status as of transaction date * Dispute amount modification reason * Reason code * Reason code message * Suggested reason code [Visa Resolve Online (VROL) version 25.1 updates](https://www.servicenow.com/docs/access?context=card-operations-reference&family=xanadu&ft:locale=en-US) : The domain value description for the DisputeResponseReason column has been updated from Copy of ATM Cash Disbursement or Load Transaction to Copy of ATM Cash Disbursement. | | Yokohama | [Visa Resolve Online (VROL) version 25.1 updates](https://www.servicenow.com/docs/access?context=card-operations-reference&family=yokohama&ft:locale=en-US) : Updated the following columns to align with release 25.1 revision changes: * The is_parcelado column has been removed from the dispute intake table. * The domain value description for the DisputeResponseReason column has been updated from Copy of ATM Cash Disbursement or Load Transaction to Copy of ATM Cash Disbursement. | | Zurich | [Updated dispute intake questionnaire for July Store release](https://www.servicenow.com/docs/access?context=dispute-rules-content-pack-for-mastercard-landing-page&family=zurich&ft:locale=en-US) : New questions have been added to the dispute intake questionnaire to support updated Mastercard chargeback ineligibility rule assessment. * For Goods or Services Not Provided disputes (RC 4853): Dispute agents must select the applicable waiver and insurance status for merchandise delivery. Options are: a liability waiver was signed by the buyer; shipment insurance was declined by the buyer; both a liability waiver was signed and shipment insurance was declined; or neither applied. This question is mandatory for dispute agents and is also displayed to cardholders. * For Authorization disputes (RC 4808): Dispute agents must identify the current account status. Options include: account closed; suspended or restricted; fraud or compromise; credit-related issue; or account active and in good standing. This question is specific to Mastercard and is not displayed to cardholders. The following additional changes have been made to existing questionnaire questions in this release: * The What is the dispute about? question choice list has been updated: the Multiple Authorization Requests option has been removed from the RC 4808 Authorization list, and Late Presentment has been removed from the RC 4834 Processing Errors list. The following labels have been updated: CAT 3 Devices (formerly Cardholder-Activated Terminal); Transit First Ride Risk (FRR) and Transit First Ride Issuer Liability (FRIL) claims; Installment Billing Dispute-Participating Countries; Cardholder Dispute-Not Elsewhere Classified-United States Domestic (new). * Display conditions have been updated for several existing RC 4853 Cardholder Disputes questions --- including merchandise return date, date the cardholder first notified the issuer, and whether previous negotiation with the merchant occurred --- to reflect the addition of the Cardholder Dispute-Not Elsewhere Classified- United States Domestic sub-category. * For Refund Not Processed disputes (RC 4853): The question asking for the date the cardholder first notified the issuer of the dispute is displayed when the credit voucher or transaction receipt is not dated. This question applies to dispute agents only. [Updated chargeback eligibility questionnaire for May Store release](https://www.servicenow.com/docs/access?context=dispute-rules-content-pack-for-mastercard-landing-page&family=zurich&ft:locale=en-US) : 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. Questionnaire questions were updated including RC 4853 Failed Travel Merchant -- Intra-EEA and Domestic European Transactions Only as an additional display condition. [Resolving disputes with Mastercard](https://www.servicenow.com/docs/access?context=work-on-disputes-integrated-with-mc&family=zurich&ft:locale=en-US) : Integrate the Dispute Management workflow with subflows that communicate with Mastercom, supporting an end-to-end dispute life-cycle from raising an initial dispute to final resolution. [Unified dispute intake experience](https://www.servicenow.com/docs/access?context=dispute-intake-overview&family=zurich&ft:locale=en-US) : The dispute intake process has been streamlined to provide a clear, intuitive experience for customers and dispute agents, resulting in faster resolution and reduced manual effort. A unified interface now allows cardholders, account holders, and agents to raise disputes for both card and non-card (ACH) transactions seamlessly. 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. [Workflow](https://www.servicenow.com/docs/access?context=dispute-management-workflows&family=zurich&ft:locale=en-US) : Track the progress of the investigation workflow intuitively with a redesigned user interface that presents each transaction within a dispute case using a clear, process-based layout. This new layout visualizes the distinct stages of the investigation workflow, Investigate, Chargeback, and Closure, which enhances visibility and dispute management efficiency. | [ ] ## Removed Between your current release family and Zurich, some Financial Services Card Operations features or functionality were removed. {#dfrn3-financialservicescardoperations-summary__entry__26} | Release | Release notes | |-|-| | Xanadu | * Moved the reason code for Late Presentment from the processing error decision question to the authorization category. * Updated the 12.1 chargeback rules to 11.3, aligning with VROL's latest release revision 24.2. * Removed the is_parcelado column from the dispute intake table, in alignment with VROL's latest release revision 24.2. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Deprecations Between your current release family and Zurich, some Financial Services Card Operations features or functionality were deprecated. {#dfrn3-financialservicescardoperations-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 Financial Services Card Operations. {#dfrn3-financialservicescardoperations-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | Install Financial Services Card Operations 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 Financial Services Card Operations 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). Important: Financial Services Card Operations is available in ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Zurich | Important: Financial Services Card Operations 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 Financial Services Card Operations we have noted them here. {#dfrn3-financialservicescardoperations-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 Financial Services Card Operations we have noted them here. {#dfrn3-financialservicescardoperations-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 Financial Services Card Operations, such as specific requirements or compliance levels. {#dfrn3-financialservicescardoperations-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 Financial Services Card Operations we have noted them here. {#dfrn3-financialservicescardoperations-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 Financial Services Card Operations we have noted them here. {#dfrn3-financialservicescardoperations-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | * Enable cardholders to create and track disputes with a dispute playbook experience on the portal. * Enhance navigation with intuitive transitions between different role-based landing pages. * Permit scoped admins to modify landing pages with extensive capabilities, confirming that content aligns with the specific needs and preferences of their user base. See [Financial Services Card Operations](https://www.servicenow.com/docs/access?context=card-ops-landing-page&family=xanadu&ft:locale=en-US) for more information. | | Yokohama | * Resolve friendly fraud disputes by incorporating friendly fraud detection and resolution in the existing dispute flow for Visa transactions. You can take actions such as crediting the customer, denying the dispute, or initiating an exception process. * The Financial Services Card Operations data model is updated in this release with reparented tables to align the data and manage the dispute transactions more effectively. See [Card Operations](https://www.servicenow.com/docs/access?context=card-ops-landing-page&family=yokohama&ft:locale=en-US) for more information. * Enhance the card disputes process with an updated end-to-end Visa disputes playbook that now includes support for reviewing associated transactions and handling pre-arbitration, arbitration, and appeals. * Manage and work on multiple disputed transactions for a case with individual playbooks for each disputed transaction. * Integrate new VROL subflows into the enhanced Visa card disputes playbook. | | Zurich | * Resolve disputes with a new dispute life cycle for Mastercard dispute transactions. * Leverage a new workspace page in Financial Services Card Operations to resolve Mastercard disputes. * Integrate Mastercard's Mastercom APIs into the Dispute Management workflow to resolve card disputes faster and more efficiently. * Resolve ACH disputes faster with a guided, end-to-end workflow that unifies intake, investigation, and resolution---built on a framework ready for any non-card transaction. * Streamline operations with a single, consistent intake process that applies across all dispute workflows. See [Workflow](https://www.servicenow.com/docs/access?context=dispute-management-workflows&family=zurich&ft:locale=en-US) for more information. | [ ]