Issue provisional credit to customer

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

    • Provide a temporary provisional credit to the account holder while the ACH dispute is investigated.

    Before you begin

    Role required: sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector

    About this task

    A temporary credit is provided to the account holder while 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 Provide provisional credit to customer activity, enter the refund details.
    8. Optional: In the  Remarks field, enter any comments.
    9. Close the task.
      Note:
      In cases where the agent does not provide provisional credit but keeps the task open, once file return communication is sent to the customer, this task is cancelled.