Dispute Rules Content Pack for Mastercard release notes

  • Release version: Store
  • Updated June 11, 2026
  • 3 minutes to read
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    Summary of Dispute Rules Content Pack for Mastercard Release Notes

    The Dispute Rules Content Pack for Mastercard is a ServiceNow Store application designed to automate and streamline the intake and eligibility determination of Mastercard chargeback disputes. It incorporates Mastercard’s guidelines into decision tables, subflows, and questionnaires to help organizations efficiently manage dispute processes. The application is regularly updated to reflect Mastercard's latest rules, ensuring compliance and accuracy in handling chargebacks.

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    Key Features

    • Chargeback Eligibility Rules: The content pack includes comprehensive rules for multiple Mastercard reason codes across various dispute categories such as Authorization, Fraud, and Travel-related disputes. These rules help determine when chargebacks are valid according to Mastercard’s updated criteria.
    • Decision Tables and Subflows: Automated decision-making tools and subflows have been enhanced to reflect refined eligibility conditions, including transactional data fields and card possession status, improving accuracy in dispute processing.
    • Questionnaire Integration: L1 and L2 level questions are embedded for specific reason codes to capture detailed dispute information during intake, supporting thorough validation of chargeback claims.
    • Security Enhancements: Deny Access Control Lists (ACLs) were introduced to restrict unauthorized CRUD operations on dispute tables, enhancing data security.
    • Maintenance and Optimization: Duplicate and unused conditions have been removed, and processing logic issues fixed to streamline system performance and reduce maintenance overhead.
    • Updated Data References: The application has transitioned from legacy questionnaire tables to new intake tables aligned with Financial Services Card Operations for improved data management.

    Practical Benefits for ServiceNow Customers

    • Improved Compliance: Stay aligned with Mastercard’s latest chargeback rules and reporting requirements, including specific clarifications like those for reason code 4871 related to fraud and loss database reporting.
    • Enhanced Automation: Automate eligibility checks and dispute decision-making to reduce manual effort and accelerate chargeback resolutions.
    • Accurate Dispute Handling: Use refined decision tables and subflows that incorporate transactional data, ensuring accurate eligibility determinations based on Mastercard’s updated guidelines.
    • Better Security: Protect sensitive dispute data through ACLs that limit access to authorized users only.
    • Comprehensive Dispute Intake: Leverage embedded questionnaires tailored to Mastercard’s reason codes to capture relevant dispute details and support effective case management.

    Version Highlights

    • Version 4.1.0 (June 2026): Clarified ineligibility for reason code 4871 when timely fraud reporting occurs; refined rules for eligibility determination.
    • Version 4.0.1 (May 2026): Added new eligibility rules for multiple Authorization and Fraud dispute reason codes, enhancing coverage of transaction scenarios.
    • Version 3.1.0 (March 2026): Introduced L1 & L2 questions for select reason codes; updated mapping logic and fixed eligibility logic inconsistencies.
    • Version 3.0.0 (December 2025): Expanded eligibility rules, enhanced decision tables and subflows, and resolved processing logic issues for improved accuracy.
    • Version 2.3.0 (August 2025): Implemented Deny ACLs to secure dispute data against unauthorized access.

    ServiceNow customers implementing this content pack can expect robust, up-to-date Mastercard dispute management capabilities that enhance operational efficiency, ensure compliance, and improve dispute resolution outcomes.

    Version history for the Dispute Rules Content Pack for Mastercard application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 4.1.0 - June 2026 (Zurich)
    • Changed:
      • Updated the ineligibility reason for Mastercard reason code 4871 (Chip Liability Shift - Lost/Stolen/Never Received Issue Fraud) to clarify that this reason code is not applicable for transactions reported as lost, stolen, or never received to the fraud and loss database within three days of the chargeback date, in accordance with Mastercard's fraud and loss database reporting requirements.
      • Refined decision table rules and subflow logic for Mastercard reason code 4871 to ensure accurate eligibility determination based on updated Mastercard guidelines.
    Version 4.0.1 - May 2026 (Zurich)
    • New:
      • Added Mastercard chargeback eligibility rules for Reason Code 4808 - RANO (Request Authorization Not Obtained) in the Authorization dispute category, helping determine when chargebacks can be filed for unauthorized transactions
      • Added Mastercard chargeback eligibility rules for Reason Code 4808 - SIXCAID (Subsequent Installment Charges After Account Identification) in the Authorization dispute category for contactless transit transactions and other scenarios
      • Added Mastercard chargeback eligibility rules for Reason Code 4808 - TFRR (Transaction Fraud Reporting Requirement) in the Authorization dispute category
      • Added Mastercard chargeback eligibility rules for Reason Code 4808 - CAT3D (Category 3 Devices) in the Authorization dispute category with enhanced conditions for device-based transactions
      • Added Mastercard chargeback eligibility rules for Reason Code 4808 - ECPP (EMV Chip and PIN Processing) in the Authorization dispute category
      • Added Mastercard chargeback eligibility rules for Reason Code 4853 - Failed Travel for Intra-EEA and Domestic European transactions
      • Added Mastercard chargeback eligibility rules for Fraud dispute category covering multiple reason codes:
        • Reason Code 4870 (Chip Liability Shift)
        • Reason Code 4871 (Chip/PIN Liability Shift)
        • Reason Code 4837 (No Cardholder Authorization)
        • Reason Code 4849 (Questionable Merchant Activity)
    Version 3.1.0 - March 2026
    • New:
      • Added L1 & L2 questions for RC 4808 Stand-in or X-Code Approval after Issuer Decline.
      • Added Mastercard Chargeback eligibility rules for RC 4834 - Cash was not properly provided.
      • Added L1 & L2 questions for RC 4834 - Cash was not properly provided from either a Purchase with Cash Back transaction or a Cash Back transaction without an Accompanying Purchase.
    • Changed:
      • Updated Mastercard 4834 chargeback eligibility conditions for TAD.
      • Updated L2 questionnaire mapping logic for Mastercard chargeback reason codes 4870/4871 based on card possession status.
      • Updated L1 & L2 decision table for the below Mastercard chargeback reason codes based on transactional data fields 'Response Code' and 'Processing Code'.
        • RC4808
        • RC 4834
      • Updated 4834 Cash not properly provided from cash-back purchase or cash-back only transaction DT and Subflow Names.
    • Fixed:
      • Fixed missing RC 4834 prefix to an existing reason code message.
      • Fixed chargeback eligibility logic for the Yes case in the relevant subflows.
    Version 3.0.0 - December 2025
    • New:
      • Chargeback Eligibility Rules: Expanded Mastercard Chargeback eligibility rules for multiple reason codes.
      • Decision Table Enhancements: Added new subflows, decision tables, and transaction count validation for specific dispute scenarios, enhancing automation and accuracy in dispute handling.
    • Changed: Eligibility Rule Updates: Updated Mastercard Chargeback eligibility rules for various reason codes to reflect latest requirements, including changes to condition logic, input types, and message clarity.
    • Fixed:
      • Duplicate and Unused Conditions: Removed duplicate and unused conditions and files from decision tables, streamlining logic and reducing maintenance overhead.
      • Processing Logic Issues: Fixed issues with processing code conditions, field mappings, and output results in subflows to ensure accurate and reliable system behavior.
    Version 2.3.0 - August 2025
    New: As part of this release, Deny ACLs were introduced on the existing tables. These Deny ACLs will restrict access for unauthenticated users on CRUD operations.
    Version 2.2.0 - March 2025
    • Fixed: Fixed chargeback eligibility reason NULL issue for single result
    • New: Added type filter for flows/subflows querying Dispute intake to query only Dispute Request type intake
    Version 2.1.0 - February 2025
    
Changed
: Updated references of old questionnaire tables with new intake tables from Financial Services Card Operations.

    Version 2.0.0 - November 2024
    Changed: Updated references of old questionnaire tables with new intake tables from Card operations.
    Version 1.0.3 - October 2024
    Updated: Enabled app visibility on store.
    Version 1.0.0 - August 2024
    The application provides questionnaire for intake of dispute related information under various dispute categories as per Mastercard guidelines.. Embed auto-updated rules in yourdisputes process​