Dispute Rules Content Pack for Visa release notes
Summarize
Summary of Dispute Rules Content Pack for Visa release notes
The ServiceNow® Dispute Rules Content Pack for Visa enables issuers to access Visa card network rules for initiating and investigating card dispute cases, streamlining the chargeback process. The Xanadu release introduces enhancements that optimize eligibility identification and help avoid penalties by detecting ineligible transactions early based on reason codes and transaction data. This content pack is available through the ServiceNow Store and integrates closely with related ServiceNow financial services applications.
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Key Features
- Chargeback Eligibility Rules: Newly added rules reflect the latest Visa dispute conditions, improving accuracy in eligibility checks.
- Updated Dispute Questionnaire: Supports additional Visa reason codes such as 10.3 (Other fraud—card-present environment), 13.1 (Merchandise/services not received), and 13.5 (Misrepresentation).
- Visa Resolve Online Alignment: Updates to chargeback reason codes and questionnaire align with VROL release revisions 24.2 and 25.2, ensuring compliance with current standards.
- Data Model Enhancements: The content pack now supports updated chargeback eligibility conditions and validation fields, with key tables moved from the Dispute Rules Content Pack for Visa namespace to the Financial Services Card Operations namespace for new customers.
- Improved Integration: References in Card Operations tables have been updated to use new intake tables, increasing consistency and data integrity.
Activation and Related Applications
To activate the Dispute Rules Content Pack for Visa, customers must request the application from the ServiceNow Store. This pack integrates with several ServiceNow applications to streamline financial services operations:
- Financial Services Card Operations: Automates credit card application processing and dispute management.
- Financial Services Credit Operations: Manages credit cases and workflows within Financial Services Operations.
- Customer Service Management (CSM): Allows table extensions into Card Operations for enhanced customer service workflows.
- Playbook Capabilities: Offers task-oriented visualization of business processes to ensure consistent handling of common scenarios.
The ServiceNow® Dispute Rules Content Pack for Visa application enables issuers to access Visa card network rules for initiating and investigating card dispute cases. Dispute Rules Content Pack for Visa was enhanced and updated in the Xanadu release.
Dispute Rules Content Pack for Visa highlights for the Xanadu release
- 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 for more information.
Changed in this release
- Questionnaire and chargeback eligibility ruless
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- 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
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- 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
- 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
- Updated references from the old questionnaire tables to the new intake tables in Card Operations.
- Updated data model
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- 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.
Activation information
Install Dispute Rules Content Pack for Visa by requesting it from the 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.