Dispute Rules Content Pack for Mastercard release notes

  • Release version: Zurich
  • Updated October 31, 2025
  • 3 minutes to read
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    Summary of Dispute Rules Content Pack for Mastercard release notes

    TheDispute Rules Content Pack for Mastercardapplication in ServiceNow offers a structured questionnaire to capture dispute-related information aligned with Mastercard guidelines. The Zurich release, updated on October 31, 2025, enhances chargeback eligibility rules, updates the dispute intake questionnaire, and introduces new data fields sourced from Mastercard APIs to improve dispute validation and processing.

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    Key Features

    • Decision Tables for Dispute Processing: Validates transaction details and questionnaire responses against Mastercard core eligibility rules using decision tables for streamlined dispute handling.
    • New Data Fields: Added fields from Mastercard authorization and clearing APIs are integrated into the Financial Transaction Authorization and Financial Transaction tables to support expanded eligibility rules.
    • Enhanced Eligibility Questionnaire: Introduces Mastercard-specific questions, including a mandatory certification statement for Authorization disputes (RC 4808 sub-categories) and additional questions for Consumer Dispute RC 4853 related to bond or insurance reimbursement.
    • UI Updates: The new Coral theme is the default for portals, web, and mobile experiences with Next Experience or Core UI, offering a fresh, brand-neutral look and a dark theme option for improved accessibility and readability.
    • Expanded Chargeback Eligibility Rules: Transforms eligibility rules into technical formulas with new ineligibility conditions across all RC 4808 Authorization sub-categories and extended rules for several fraud-related dispute reason codes (RC 4837, RC 4849, RC 4870, RC 4871).
    • Questionnaire Enhancements: Updates include new questions and display conditions, such as for RC 4853 Failed Travel Merchant specific to intra-EEA and domestic European transactions.

    Activation and Requirements

    The content pack is available through the ServiceNow Store and requires installation of the Financial Services Card Operations (snbomcreditcard) application. Customers can request installation via the ServiceNow Store and refer to the cumulative release notes for comprehensive version history.

    Related ServiceNow Applications

    • Financial Services Card Operations: Automates credit card operations and dispute processing for financial institutions.
    • Financial Services Credit Operations: Manages credit cases and tasks within Financial Services Operations workflows.
    • Customer Service Management (CSM): Extends tables used in card operations for enhanced customer service capabilities.
    • Playbook Capabilities: Visualizes business process workflows to ensure consistent handling of common scenarios in customer service.

    The ServiceNow® Dispute Rules Content Pack for Mastercard application provides a questionnaire for intake of dispute-related information under various dispute categories per Mastercard guidelines. Dispute Rules Content Pack for Mastercard was enhanced and updated in the Zurich release.

    Dispute Rules Content Pack for Mastercard highlights for the Zurich release

    • 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 for more information.

    Important:
    Dispute Rules Content Pack for Mastercard is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

    New in the Zurich release

    Decision tables for Mastercard dispute processing
    Streamline dispute processing by validating Mastercard transaction details and questionnaire answers against the eligibility rules in this application's decision tables.
    New data fields for Mastercard chargeback eligibility rules

    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.

    New eligibility questionnaire questions

    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.

    UI changes

    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.

    Changed in this release

    Dispute Rules Content Pack for Mastercard chargeback eligibility rules updates
    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
    Updated the dispute questionnaire provided through Dispute Rules Content Pack for Mastercard by adding new questions and updating existing questions.Questionnaire questions include RC 4853 Failed Travel Merchant – Intra-EEA and Domestic European Transactions Only as an additional display condition.

    Activation information

    Install Dispute Rules Content Pack for Mastercard by requesting it from ServiceNow Store. Visit the ServiceNow Store 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.

    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.

    Additional requirements

    This application requires Financial Services Card Operations (sn_bom_credit_card) to be installed.

    Related ServiceNow applications and features

    Financial Services Card Operations
    The ServiceNow® Financial Services Card Operations application digitizes and automates the card operations of your financial institution, enabling quick processing of credit card applications and card transaction disputes.
    Financial Services Credit Operations
    The ServiceNow® Financial Services Credit Operations application enables the management of credit cases and tasks that are used in ServiceNow® Financial Services Operations workflows.
    Customer Service Management
    Enable the extension of tables from the Customer Service Management (CSM) application into the Financial Services Card Operations application.
    Playbook capabilities
    Visualize business process workflows in a simple, task-oriented view with the Playbooks for Customer Service Management (CSM) to confirm consistent responses to commonly encountered situations.