--- sourceDocument: zurich Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/delta-yokohama-zurich Release : - zurich ft:locale : - en-US ft:publication_title : - zurich Combined Product Files ft:clusterId : - delta3zy bundleId : - delta3zy --- # Combined Dispute Rules Content Pack for Visa release notes for upgrades from Yokohama to Zurich # Combined Dispute Rules Content Pack for Visa release notes for upgrades from Yokohama to Zurich {#ariaid-title1} Release version: Zurich Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 6 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 Yokohama to Zurich This consolidated release notes document guides ServiceNow customers through the upgrade from the Yokohama to Zurich release of the Dispute Rules Content Pack for Visa. It details new features, changes, and important activation and upgrade tasks relevant for dispute management related to Visa transactions. Show full answer Show less ## New Features * **Special Condition Indicator Field:** 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 Visa reason codes RC 10.4, RC 13.1, and RC 13.3. * **Enhanced Dispute Intake Questions:** Two new questions have been added to the Visa dispute intake questionnaire to support eligibility rules for digital asset transactions: * For fraud disputes with special condition indicators (values 2, 3, 4, or 7), agents are prompted to ask whether the cardholder claims deception in sending non-fiat currency or NFTs to fraudulent recipients. * For consumer disputes under RC 13.3 (Not as Described) involving digital asset purchases, agents ask if the cardholder has evidence that the merchant guaranteed or promised the asset would increase in value. ## Changes * **Visa Resolve Online (VROL) Integration:** The dispute questionnaire has been updated to align with VROL releases 25.2 and 26.1, ensuring consistency with Visa's evolving dispute processes. * **Updated Chargeback Eligibility Rules:** The rules engine now evaluates disputes automatically against updated Visa Chargeback Guide v1.1 criteria for eight reason codes (10.1, 10.2, 10.3, 10.4, 13.1, 13.2, 13.3, and 13.4), improving accuracy and pre-submission eligibility checks without manual configuration. * **Dynamic Dispute Questionnaire:** The fraud and consumer dispute questionnaires now dynamically present questions related to digital asset transactions only when relevant, improving agent efficiency and dispute accuracy. * **New Default Theme:** The "Coral" theme is introduced as the default look for new portal, web, and mobile experiences with Next Experience or Core UI enabled. It offers brand-neutral illustrations and includes a dark theme option to enhance user experience and accessibility. ## Removed and Deprecated Features No features or functionalities were removed or deprecated between Yokohama and Zurich releases. ## Activation and Upgrade Guidance * The Dispute Rules Content Pack for Visa must be requested via the ServiceNow Store for installation in both Yokohama and Zurich releases. * Pre- and post-upgrade review tasks are recommended to ensure smooth transition, though no specific additional requirements or browser compatibility changes were introduced in Zurich. ## Accessibility and Localization * The new Coral theme includes a dark mode option for web and mobile, aiding readability and reducing eye strain. * No new localization or accessibility compliance changes were noted for this release. ## Key Outcomes for ServiceNow Customers * Improved handling and evaluation of disputes involving digital asset transactions such as cryptocurrencies and NFTs with updated eligibility rules and targeted dispute intake questions. * Automated, rule-based eligibility checks aligned with the latest Visa chargeback guidelines reduce manual effort and help identify ineligible disputes earlier. * Enhanced user experience with updated UI themes and consistent integration with Visa Resolve Online dispute workflows. * Simplified upgrade process with clear activation instructions and no deprecated functionalities to manage. Consolidated page of all release notes for Dispute Rules Content Pack for Visa from Yokohama 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 Yokohama 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 | |-|-| | 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__8} | Release | Release notes | |-|-| | 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__14} | Release | Release notes | |-|-| | 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__20} | Release | Release notes | |-|-| | 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__26} | Release | Release notes | |-|-| | 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__32} | Release | Release notes | |-|-| | 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__38} | Release | Release notes | |-|-| | 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__44} | Release | Release notes | |-|-| | 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__50} | Release | Release notes | |-|-| | 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__56} | Release | Release notes | |-|-| | 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__62} | Release | Release notes | |-|-| | 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. | [ ]