---
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


---

# Initiate chargeback and fill response

# Initiate chargeback and fill merchant response {#ariaid-title1}

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

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.

## Vorbereitungen

Role required: sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector{#initiate-chargeback-and-fill-merchant-response__dispute-agent-connector-role-prereq-reuse}

## 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.
   {#initiate-chargeback-and-fill-merchant-response__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 transaction level playbook of the Processing tab, select the transaction ID.
7. Select the Initiate chargeback and fill merchant response activity.
8. The chargeback reason code and dispute amount is displayed.
9. Review the details and add any other details.
10. Submit the request by selecting Initiate chargeback.
{#initiate-chargeback-and-fill-merchant-response__steps_dpl_c4q_f5b}

## Ergebnisse

The questionnaire data from the Initiate stage is sent to Visa. The task is set to the Awaiting External Info state, and the form is set to read-only during this waiting period. Once you receive the response, the transaction state changes
to Work in Progress. The activity stream displays whether the request to Visa was successful. If the request fails, the Retrigger option appears to retry.

## Nächste Maßnahme

Review the response from the merchant and fill the further details.

1. After you receive the merchant's response, the Dispute response field is set to Yes or No and the next activity [Review a dispute response and initiate pre-arbitration](https://servicenow-prod.fluidtopics.net/lgczXoO98qDxE~dzFL0RvQ "Review a merchant’s response for the dispute and initiate pre-arbitration, if necessary for the collaboration dispute workflow for the Chargeback stage.") is displayed.
2. Select Close task. The next activity appears based on the selected option.
{#initiate-chargeback-and-fill-merchant-response__ol_d1v_nsz_ffc}