Initiate chargeback and recover funds from merchant

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

    • Initiate a request for the card network issuer to credit the customer.

    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 manual investigation can result in an outcome of initiating a chargeback, creating a task to recover transaction funds from the merchant.

    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. Select the Initiate chargeback and fill merchant response activity under the Chargeback playbook stage.
    7. On the form, review the populated fields and add any other related information that you've gathered.
    8. Optional: In the Work notes field, enter any comments.
    9. After you have entered the details in the task, select Update.
    10. To submit the request, select Initiate chargeback.
    11. Record the merchant response.
      NetworkAction
      Visa In the Dispute response received field, indicate whether a response was received from the merchant.
      Other networks In the Represented by merchant field, select whether the merchant is providing representment to contest the chargeback request.
    12. Select Close task to close the task from the playbook.

    Result

    The task state moves to the Closed complete state. Additionally:
    • The merchant’s bank makes a determination whether to provide the credit to the issuing bank.
      Note:
      Tracking funds credited from the merchant's bank occurs outside of the Financial Services Card Operations application. The application requires integration with the applicable card network.
    • The merchant can provide evidence for the transaction and refuse the chargeback, or the merchant can accept the chargeback, which will result in the customer being credited back with the funds.

    What to do next

    If the merchant has provided representment, proceed to Review merchant representment. Otherwise, proceed to Provide final credit to customer or Convert provisional credit to final credit.