---
sourceDocument: Australia Financial Services Operations
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/financial-services-operations

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Alert merchant

# Alert merchant regarding dispute {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

Review merchant response regarding the dispute. The merchant can choose to resolve the disputed transaction or decline to resolve, during the investigation stage.

## Vorbereitungen

Role required: sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector{#alert-merchant-dispute-mc__dispute-agent-connector-role-prereq-reuse}  
Wichtig:  
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](https://servicenow-prod.fluidtopics.net/IrRa5xztFFnnBmVlX8cgbg "Financial Services Operations (FSO) applications install agent connector and contributor roles to manage and monitor user privileges effectively. To provide the right level of access, these roles must be paired with roles in the CSM Industry data model and contributor user roles.").

## Prozedur

1. Navigate to AllFinancial Services OperationsWorkspace.
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.
   {#alert-merchant-dispute-mc__choices_xtc_cfz_25b}
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. Select the Alert merchant regarding dispute task in Dispute Workspace.
8. On the form, fill in the required fields and any other related information that you have gathered.
9. In the Merchant response field, select one of the following options:
   * Accepted Dispute: Merchant agrees to resolve the dispute with the cardholder. The dispute is resolved and the next task is displayed based on the policy. For more information, see [About Financial adjustments in Mastercard disputes](https://servicenow-prod.fluidtopics.net/OG3jEkWmL3KWUsaRwG2_dw "Financial adjustments are tasks or activities displayed based on the policy of the transaction. In Mastercard, there are two types of financial adjustments: Financial adjustments 1 and Financial adjustments 2.").
   * Declined Dispute: Merchant declines to resolve the dispute with the cardholder. The transaction dispute continues through the dispute process workflow stages.
   {#alert-merchant-dispute-mc__choices_sf5_dhz_25b}
10. **Wahlweise:** Select Add file to attach supporting documents to the task.  
    Hinweis:  
    You must upload a single `.zip` file whenever you submit documents to Mastercard. For more information, see [Mastercard document requirements](https://servicenow-prod.fluidtopics.net/OCcvXWSWkiAUOc7qNKHWDg "Learn about Mastercard requirements for dispute supporting documents and images.").
11. Select Close task.

## Ergebnisse

The task state updates to Closed Complete if the merchant resolves the dispute. If the merchant declines the dispute, the transaction continues through the dispute workflow stages.