Dispute Rules Content Pack for Visa release notes

  • Release version: Store
  • Updated May 5, 2026
  • 2 minutes to read
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    Summary of Dispute Rules Content Pack for Visa Release Notes

    The Dispute Rules Content Pack for Visa is a ServiceNow application designed to streamline and automate the handling of Visa transaction disputes. It provides structured questionnaires for dispute intake, applies Visa-specific dispute condition rules, and determines chargeback eligibility based on the latest Visa guidelines. The application evolves through regular updates to align with Visa's business rule changes and improve automation and accuracy in dispute resolution.

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    Key Features

    • Automated Dispute Categorization: Introduced in version 5.5.0, an automated decision table and subflow intelligently derive chargeback reason codes and dispute categories from dispute intake questions, eliminating manual effort and ensuring rule consistency.
    • Comprehensive Visa Rule Coverage: Includes eligibility rules for various fraud dispute categories such as Reason Codes 10.2 and 10.3, and other reason codes including 13.1, 13.5, 10.1, and 10.3.
    • Visa Dispute Questionnaire Integration: A structured questionnaire table supports intake for multiple dispute categories (Fraud, Authorization, Processing Error, Consumer Dispute), replacing decision trees and improving data capture and evaluation.
    • Updated Data Architecture: Migrated and updated dispute intake tables to align with Financial Services Card Operations standards, including removal of older Visa-specific intake tables to streamline data management.
    • Localization and Visibility Enhancements: Support for localization and improved visibility settings on the ServiceNow Store to facilitate easier access and configuration.

    Key Outcomes for ServiceNow Customers

    • Improved Dispute Resolution Efficiency: Automation of chargeback reason code determination and dispute category assignments reduces manual processing time and minimizes errors.
    • Alignment with Visa Guidelines: Regular updates ensure that your dispute handling processes comply with the latest Visa core and product-specific rules, maintaining regulatory alignment.
    • Streamlined Data Management: Consolidated and updated intake tables simplify data handling, enhancing maintainability and integration with other Financial Services applications.
    • Greater Control and Security: Limiting edit access on key tables and making scripts read-only protects data integrity and supports governance policies.
    • Enhanced Dispute Intake Experience: The Visa Dispute Questionnaire provides a standardized and user-friendly interface for capturing dispute-related information essential for accurate case evaluation.

    Practical Considerations

    To fully leverage the Dispute Rules Content Pack for Visa, ensure your ServiceNow environment meets the system requirements specified on the ServiceNow Store. Stay current with application updates to benefit from the latest Visa chargeback rules and feature enhancements. The application’s integration with Financial Services Card Operations data structures facilitates smooth adoption within your existing card dispute management workflows.

    Version history for the Dispute Rules Content Pack for Visa 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 6.0.0 - May 2026
    • New:
      • Added Visa chargeback eligibility rules for fraud dispute categories including:
        • Reason Code 10.2 (EMV Liability Shift – Non-Counterfeit Fraud)
        • Reason Code 10.3 (Other Fraud – Card-Present Environment)
    Version 5.5.1 - March 2026
    Fixed: Fixed chargeback eligibility logic for the Yes case in the subflows
    Version 5.5.0 - December 2025
    New: Visa - Determine Chargeback Reason Code and Dispute Category: Introduced an automated decision table and subflow that intelligently derives chargeback reason codes and dispute categories for Visa transactions based on dispute intake questions. This enhancement streamlines the dispute resolution process by eliminating manual categorization and ensuring consistent application of Visa's dispute rules.
    Version 5.3.0 - April 2025
    Removed chargeback eligibility rules that are no longer required to align with Visa's business updates effective April 2025.
    Version 5.2.0 - March 2025
    • 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 5.1.0 - February 2025
    • Removed: Removed Visa Dispute Intake, Visa Dispute Cardholder Intake and CRB region tables.
    • Changed: Updated references of old intake tables with new intake tables from Financial Services Card Operations.
    Version 5.0.0 - November 2024
    • Changed: Updated references of Visa Dispute Intake table with Dispute Intake table
    • Removed: Removed Visa Dispute Intake, Visa Dispute Cardholder Intake and CRB region tables.
    Version 4.1.1 - October 2024
    • Updated:
      • Enabled app visibility on store
      • Updated chargeback rules to support Visa 24.2 revision
      • Migrated 12.1 chargeback rules to 11.3
    Version 4.0.3 - September 2024
    • Fixed:
      • Updated the trigger condition to avoid conflict with a business rule and published "Populate dispute transaction to questionnaire" flow
      • Updated sys_policy for cardholder script includes to make them readonly
    Version 4.0.1 - August 2024
    • New:
      • Added chargeback eligibility rules for new questions and chargeback eligibility rules for reason codes 13.1 / 13.5 / 10.1 / 10.3
      • Added a new table for Visa disputes cardholder intakeModified the type of the below fields from Boolean to String
    • Changed:
      • Changed label of table 'Visa Dispute Questionnaire' to 'Visa Dispute Intake' and limited edit access only to agents
      • Changed the type of the below fields from Boolean to String
        • authorization_request_declined_valid_data_ind
        • cardholder_deceased
        • cardholder_denies_authorizing_ind
        • cardholder_opt_in_ind
        • contact_method_merchant_call_center_ind
        • contact_method_merchant_email_ind
        • contact_method_merchant_in_person_ind
        • contact_method_merchant_mail_ind
        • contact_method_merchant_sms_ind
        • contact_method_merchant_webform_ind
        • contact_method_with_merchant_ind
        • does_credit_transaction_exist
        • merchant_facilities_withdrawn
        • other_form_of_payment_ind
        • two_transaction_exist_with_same_authcode
    Version 2.0.0 - May 2024
    • New:
      • Added a new Visa Dispute Questionnaire table
      • Integrated visa questionnaire for all the categories (Fraud, Authorization, Processing Error, and Consumer Dispute) in the Card dispute flow
      • Added chargeback eligibility rules for Fraud and Authorization and reason codes 13.7 and 13.9
    • Changed:
      • Modified existing chargeback eligibility rules for reason codes in Processing error and Consumer dispute categories
      • Replaced decision trees with Visa Dispute Questionnaire table for questionnaires
      • Modified the decision tables for chargeback eligiblity rules and made it read-only
      • Modified configuration for localization support
    Version 1.0.0 - February 2024
    The application provides questionnaire for intake of dispute related information under various dispute categories as per Visa guidelines. Evaluate dispute condition rules based on the Visa core rules and visa product and services rules.