Review a dispute response and initiate pre-arbitration

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

    • Review a merchant’s response for the dispute and initiate pre-arbitration, if necessary for the collaboration dispute workflow for the Chargeback stage.

    Before you begin

    Role required: sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector

    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.
      The Chargeback stage is initiated for the transaction.
    7. Select the Review dispute response and create pre-arbitration activity.
    8. Review the merchant response in the Dispute response field of the record.
      The response might include the amount accepted for the chargeback or reasons the dispute wasn't accepted. 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.
    9. In the Response outcome field, select Resolved or Unresolved.
    10. Select one of the following options.
      SelectionResult
      Unresolved
      1. Based on the policy rule, the Reverse Provisional Credit field appears only for the IPC policy.
      2. The Reverse Provisional Credit field does not appear for the Immediate Final Credit (IFC) policy.
      3. The Final Credit field appears for No Credit.
      4. When pre-arbitration is created, reject the dispute response from the merchant.
      5. If you want to continue with pre-arbitration, select Continue.
      6. A Fill questionnaire link is displayed. This questionnaire is associated with the issuer’s pre-arbitration case.
      7. Enter the details in the questionnaire.
      8. Select Submit.
      Resolved Accept the dispute response and resolve the dispute.
      1. Provide the Description, Remarks, and Work Notes.
      2. Select Continue.
    11. Optional: In the Description field, enter any comments.
    12. Optional: Select Update to save your changes.
    13. Initiate pre-arbitration by selecting Create pre-arbitration.
      The activity stream updates with the result of the request.

    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. You can recall the request if you're within three days from the submission date and you haven't received a response yet.

    request if you're within three days from the submission date and you haven't received a response yet. To recall the request, select Recall. When a response is received, the Pre arbitration response received value changes to Yes and the transaction state moves to Work to Progress.

    What to do next

    To recall the request, select Recall. When a response is received, the Pre arbitration response received value changes to Yes and the transaction state moves to Work to Progress.