---
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


---

# Allocation workflow

# Allocation dispute workflow {#ariaid-title1}

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

In the allocation workflow, dispute agents work to resolve fraud and authorization disputes. Acquirers can choose to initiate pre-arbitration and arbitration, and issuers can respond. This is a part of the
allocation dispute workflow for the Chargeback stage.

The transaction playbook helps dispute agents in handling Fraud and Authorization within the Visa allocation workflow. The playbook includes key activities such as
initiating chargebacks, reviewing dispute responses, and managing pre-arbitration and arbitration tasks. The following table outlines the use case steps in this process.  
{#allocation-dispute-work-flow__table_kbh_msz_m2c__entry__2}

| Activity | Description |
|-|-|
| [Initiate chargeback and fill merchant response](https://servicenow-prod.fluidtopics.net/FO80b78pFJZvcxFRgGEjiQ "This is a part of the collaboration dispute workflow for the Chargeback stage. Initiate a chargeback request for the card network issuer to credit the customer with the card network and await a response from the merchant.") | Initiates the chargeback process and submits the dispute questionnaire to Visa. |
| [Review and respond to a pre-arbitration request](https://servicenow-prod.fluidtopics.net/SxURrKNy4qN5zycClz7u5A "Review and respond to the pre-arbitration request created by the acquirer.") | 1. After the batch queue is triggered, the incoming pre-arbitration is reviewed and moves the transaction to the appropriate state. For more information on how to configure the batch queue, see [Configure the Visa Queue Scheduler Flow](https://servicenow-prod.fluidtopics.net/oSn1_hF4dxu~4pjKfQCIlA "Use the Visa Queue Scheduler Flow to control the frequency at which Visa batch queues are processed. This flow runs as a scheduled job at a predefined time interval, triggering the subflow that processes incoming batch queues.") 2. Reviews and responds to pre-arbitration details. {#allocation-dispute-work-flow__ol_yhx_mzv_42c} |
| [Review a case filing response and appeal the decision](https://servicenow-prod.fluidtopics.net/_rHr5V1N9zu8k4UadLIZpQ "An appeal can be created by the issuer or acquirer if either party isn’t satisfied with the arbitration ruling from Visa. Review the case filing response and receive the decision letter from Visa.") | 1. After the batch queue is triggered, receives an update about incoming arbitration. 2. Reviews the arbitration and waits for the decision. 3. When the batch queue is triggered again, receives an update about decision from Visa. 4. Based on ruling from Visa, decides to go for an appeal. {#allocation-dispute-work-flow__ol_lbl_vzv_42c} Hinweis: An appeal can be created by either the acquirer or issuer. |
| [Review the case filing appeal](https://servicenow-prod.fluidtopics.net/QmNmh0265Q9g9Oy1ehNHXw "Review the appeal and get an acknowledgment from Visa for the appeal.") | 1. After the batch queue is triggered, receives an update on the appeal and moves the transaction to the appropriate state. 2. Reviews the appeal decision letter and decides if the dispute should be resolved or if further action is needed. {#allocation-dispute-work-flow__ol_vj5_c1w_42c} |
| [Convert provisional credit to final credit](https://servicenow-prod.fluidtopics.net/ier6fnx2i7It3o7CYJKqkQ "Convert the provisional credit that was issued previously to a customer to a final credit issuance.") | Converts provisional credit to final credit if applicable and closes the task. |
| [Reverse provisional credit](https://servicenow-prod.fluidtopics.net/7uDrmoJxK7hXsf9UWwQIlQ "Reverse the temporary credit issued by the bank to the card holder.") | Reverses the provisional credit only for Imediate Provisional Credit, provided Reverse is selected in the previous task, and then closes the task. |
[ ]

{#allocation-dispute-work-flow__table_kbh_msz_m2c}
* **[Initiate chargeback and fill merchant response- Allocation workflow](https://servicenow-prod.fluidtopics.net/Tsrl8C6a9uHjNJLjpsT5iw)**   
  This is a part of the allocation dispute workflow for the Chargeback stage. Initiate a chargeback request for the card network issuer to credit the card holder with the card network, and await a response from the merchant.
* **[Review and respond to a pre-arbitration request](https://servicenow-prod.fluidtopics.net/SxURrKNy4qN5zycClz7u5A)**   
  Review and respond to the pre-arbitration request created by the acquirer.
* **[Review incoming case filing and appeal](https://servicenow-prod.fluidtopics.net/aGAmAVABvxUPqTPrgq29zQ)**   
  Review the incoming case filing created by the acquirer and create an appeal if required.
* **[Review the case filing appeal](https://servicenow-prod.fluidtopics.net/QmNmh0265Q9g9Oy1ehNHXw)**   
  Review the appeal and get an acknowledgment from Visa for the appeal.