Issue provisional credit

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Initiate temporary provisional credit to the Visa card holder.

    Before you begin

    Role required: sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector

    Important:
    For the agent connector role to work, it must be combined with one of the CSM industry data model roles. For more information, see Roles and Personas.

    About this task

    A temporary credit is provided to the card holder to notify that the case is under investigation.

    Procedure

    1. Navigate to All > Financial Services Operations > Workspace.
    2. Select the lists icon (lists icon).
    3. In the Lists tab under Card disputes service cases, open the case list.
      • For your assigned cases, select Assigned to me.
      • For all dispute cases, select All.
    4. In the list, select which case you want to work on.
      If you want to work on a case that isn't assigned to you yet, you can assign it to yourself by selecting Assign to me.
    5. Select the Playbook tab.
    6. In the Processing tab, select the transaction ID.
    7. In the Issue provisional credit activity, enter the refund amount and details.
    8. Optional: In the  Remarks field, enter any comments.