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Zurich
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- **[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.
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Australia
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- **Price-discrepancy question for Visa consumer disputes**
An existing question, originally used under the Processing Errors dispute category, has been repurposed for consumer disputes filed under reason code 13.3 \(Not as Described or Defective Merchandise/Services\). Dispute agents are asked "Is the dispute due to the difference between the quoted price and the actual charges made by the merchant?" and cardholders are asked "Is the dispute related to a discrepancy between the quoted price and the actual charges made by the merchant?" A Yes answer marks the dispute ineligible for reason code 13.3, since a price discrepancy is not a valid basis for that reason code under the Visa Chargeback Guide.
- **[Visa dispute management on the one-pager workspace](https://www.servicenow.com/docs/access?context=work-on-a-dispute-case-integrated-with-visa&family=australia&ft:locale=en-US)**
All Visa dispute tasks across the investigation, collaboration, and allocation stages are available in a single-page workspace, replacing the previous playbook-based experience. Dispute agents can view associated transactions from the Visa network directly on the task form and access the pre-arbitration questionnaire inline, with status tracking.
- **[Updated dispute intake questionnaire for July Store release](https://www.servicenow.com/docs/access?context=installed-with-card-operations&family=australia&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.
- **[Internal policy rule evaluation using dispute amount](https://www.servicenow.com/docs/access?context=dispute-decision-tables&family=australia&ft:locale=en-US)**
Internal policy rules in the **Card dispute rules for internal policy** decision table now evaluate using the dispute amount instead of the original transaction amount. Previously, if a cardholder or agent modified the disputed amount while answering additional transactional questions during intake, policy rules still evaluated against the original transaction value. Rules now use the dispute amount field \(**sn\_bom\_credit\_card\_disputes\_transaction.dispute\_amount**\), so any amount adjustments made during intake are correctly reflected in rule outcomes.
- **[Updated chargeback eligibility questionnaire for May Store release](https://www.servicenow.com/docs/access?context=installed-with-card-operations&family=australia&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.
- **[Automated document submission in Mastercard transaction dispute process](https://www.servicenow.com/docs/access?context=chargeback-stage-mastercard&family=australia&ft:locale=en-US)**
Streamline the submission of supporting documents to Mastercard in the Mastercard Dispute Management workflow through document attachment and validation. Attached files are automatically checked against Mastercard requirements for file type and size. This update reduces the need for manual intervention, minimizes rework, and helps avoid rejection risk.
- **[New subflow and action to support Card data security](https://www.servicenow.com/docs/access?context=card-data-security&family=australia&ft:locale=en-US)**
Support attaching documents to a specified table record using the following subflow and action in Card data security:
- Attach Document to Table Record
- Attach Tokenized Document to Table Record
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