--- 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 Financial Services Card Operations release notes for upgrades from Yokohama to Zurich # Combined Financial Services Card Operations 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) 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 Financial Services Card Operations Release Notes for Upgrades from Yokohama to Zurich This consolidated release notes document provides ServiceNow customers with comprehensive information on upgrading Financial Services Card Operations from the Yokohama release to the Zurich release. It includes pre- and post-upgrade guidance, new features, changes, and activation instructions to help ensure a smooth transition and to optimize dispute management workflows. Show full answer Show less ## Key Features * **Upgrade Enhancements:** During the Yokohama upgrade, the Card Disputes Transaction table is reparented under the Financial Task table within Financial Services Operations Core. This enhances data alignment and functionality by leveraging core platform improvements, though large data volumes may increase upgrade time. * **New Dispute Resolution Workflows:** * **Yokohama:** Introduced friendly fraud detection with predefined rules for Visa disputes, enabling agents to decline requests, issue credits, or proceed with chargebacks. Also enhanced the Visa disputes playbook to manage multiple transactions, pre-arbitration, arbitration, and appeals. * **Zurich:** Added a new ACH disputes workflow that unifies intake, investigation, and resolution for non-card transactions with regulatory compliance checks and WSUD signature capture. Introduced an end-to-end Mastercard dispute workspace integrating Mastercom APIs to accelerate dispute lifecycle resolution. * **Unified Dispute Intake:** A streamlined, unified interface allows cardholders, account holders, and agents to raise disputes seamlessly for both card and non-card transactions, improving efficiency and reducing manual effort. * **User Experience Improvements:** The Coral theme is the new default for portals and mobile, offering a fresh, brand-neutral design with a dark theme option to enhance readability and reduce eye strain. * **Updated Questionnaires:** Zurich release updates dispute intake and chargeback eligibility questionnaires with new mandatory questions and revised options to support Mastercard chargeback rules and improve data capture accuracy during dispute processing. * **Workflow Visualization:** Redesigned investigation workflow user interface clearly presents dispute case stages (Investigate, Chargeback, Closure), improving visibility and management efficiency. ## Key Changes and Considerations * **Data Model Update:** The reparenting of the Card Disputes Transaction table improves dispute transaction management by aligning with Financial Services Operations Core capabilities. * **Visa Resolve Online (VROL) Updates:** Adjustments to dispute intake tables and domain values were implemented in Yokohama to align with VROL version 25.1. * **Questionnaire Refinements:** Zurich release refines dispute questions, removes some obsolete options, and adds mandatory certifications specific to Mastercard disputes to ensure compliance. * **No Feature Removals or Deprecations:** Neither Yokohama nor Zurich releases removed or deprecated Financial Services Card Operations features, ensuring continuity. ## Activation and Additional Information * **Installation:** Financial Services Card Operations is available for installation via the ServiceNow Store. Customers should request the application through the store to activate it. * **Accessibility:** The new Coral theme includes a dark mode option to improve accessibility and user comfort. * **Browser and Localization:** No new browser requirements or localization changes were introduced in these releases. ## Practical Impact for ServiceNow Customers Upgrading to Zurich enhances dispute management by introducing streamlined workflows for Visa, Mastercard, and ACH disputes, incorporating regulatory compliance, and improving user experience with a modern interface and theme. The unified dispute intake and enhanced questionnaires reduce manual effort and increase accuracy in dispute resolution. Customers should plan for potential upgrade time increases if handling large dispute transaction datasets and leverage the new workspace and APIs to improve operational efficiency. Consolidated page of all release notes for Financial Services Card Operations from Yokohama 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 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 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 | |-|-| | 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__8} | Release | Release notes | |-|-| | 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__14} | Release | Release notes | |-|-| | 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__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 Financial Services Card Operations features or functionality were deprecated. {#dfrn3-financialservicescardoperations-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 Financial Services Card Operations. {#dfrn3-financialservicescardoperations-summary__entry__32} | Release | Release notes | |-|-| | 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__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 Financial Services Card Operations we have noted them here. {#dfrn3-financialservicescardoperations-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 Financial Services Card Operations, such as specific requirements or compliance levels. {#dfrn3-financialservicescardoperations-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 Financial Services Card Operations we have noted them here. {#dfrn3-financialservicescardoperations-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 Financial Services Card Operations we have noted them here. {#dfrn3-financialservicescardoperations-summary__entry__62} | Release | Release notes | |-|-| | 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. | [ ]