Review the pre-arbitration response and create a case filing

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read

    • Review the merchant’s response to the pre-arbitration and create a case filing.

    Before you begin

    Role required: sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector

    About this task

    After you receive the merchant’s response for pre-arbitration, the response is updated in the system and the task is moved to closure automatically.

    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 transaction level playbook of the Processing tab, select the transaction ID.
    7. The Chargeback stage is initiated for the transaction.
    8. Select the Review pre arbitration response and create case filing activity.
    9. Review the acquirer’s pre-arbitration response details in the Pre arbitration response received field of the record.
      You can also view the merchant response as an attachment in the activity stream.
      Note:
      If Card Data Security is installed and configured, Attachments in the contextual side panel will handle files differently in transaction records. For more information, see Manage attachments in Card Data Security.
    10. In the Pre arbitration outcome field, select Resolved or Unresolved.
      SelectionResult
      Unresolved the field Do you want to create case filing? is displayed.
      1. Create a case filing by selecting Yes
      2. Specify the amount for the case filing and the reason for the case filing.
      3. In the Description, Remarks, and Work notes fields, enter additional details as necessary.
      4. Select Continue.
      5. Select Submit dispute filing.
      Resolved  

    Result

    After the request executes successfully, the transaction state changes to Awaiting External Info. The form is set to read-only mode while you wait on a response. Visa confirms the case filing with an acknowledgment letter.

    What to do next

    Retrieve the letter by selecting Get acknowledgement letter. The letter can be viewed in the activity stream. You can withdraw the case filing by selecting Withdraw case.
    1. After a decision by Visa is available, you can access it by selecting Get case filing response.
    2. The task is automatically closed and the Review case filing response activity and appeal is available.