Evaluate merchant analysis

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

    • Evaluate a merchant's credibility to determine whether the transaction is legitimate or potentially fraudulent before deciding on a resolution.

    Before you begin

    Role required: sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector

    About this task

    Note:
    When the ACH disputes resolution agentic workflow in Now Assist for FSO is enabled, the Merchant Analysis AI agent is available to assist you at this step. See Merchant analysis with AI agent for more information.

    Ensure that your assignment logic, such as Advanced Work Assignment (AWA), is configured so that when a dispute case is assigned to an agent, all associated transactions are automatically assigned to the same agent. This alignment helps maintain consistency and speeds up case resolution.

    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 Open Tasks, select Evaluate merchant analysis.
    8. In Merchant analysis action, indicate the final action:
      • Credible: Upon analysis, the merchant is determined to be credible.
      • Not Credible: Upon analysis, the merchant is determined to be not credible.
    9. Close the task.