---
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 recover funds

# Initiate chargeback and recover funds from merchant {#ariaid-title1}

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

Initiate a request for the card network issuer to credit the customer.

## Vorbereitungen

Role required:
sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector{#initiate-chargeback-and-recover-funds-from-merchant__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.").

## Warum und wann dieser Vorgang ausgeführt wird

A manual investigation can result in an outcome of initiating a chargeback, creating
a task to recover transaction funds from the merchant.

## 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-recover-funds-from-merchant__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. Select the Initiate chargeback and fill merchant response activity under the Chargeback playbook stage.
7. On the form, review the populated fields and add any other related information that you've gathered.
8. **Wahlweise:** In the Work notes field, enter any comments.
9. After you have entered the details in the task, select Update.
10. To submit the request, select Initiate chargeback.
11. Record the merchant response.

    | Network | Action |
    | Visa | In the Dispute response received field, indicate whether a response was received from the merchant. |
    | Other networks | In the Represented by merchant field, select whether the merchant is providing representment to contest the chargeback request. |
    |-|-|

    {#initiate-chargeback-and-recover-funds-from-merchant__choicetable_gsy_3mh_2fc}
12. Select Close task to close the task from the playbook.
{#initiate-chargeback-and-recover-funds-from-merchant__steps_dpl_c4q_f5b}

## Ergebnisse

The task state moves to the Closed complete state. Additionally:

* The merchant's bank makes a determination whether to provide the credit to the issuing bank.  
  Hinweis:  
  Tracking funds credited from the merchant's bank occurs outside of the Financial Services Card Operations application. The application requires integration with the applicable card network.
* The merchant can provide evidence for the transaction and refuse the chargeback, or the merchant can accept the chargeback, which will result in the customer being credited back with the funds.
{#initiate-chargeback-and-recover-funds-from-merchant__ul_zd4_ykx_f5b}

## Nächste Maßnahme

If the merchant has provided representment, proceed to [Review merchant representment](https://servicenow-prod.fluidtopics.net/Twv9Y1P_kmN7G5BRr9LL5g "Review the representment evidence provided by a merchant during a chargeback request. A representment is the process where a business can prove that a charge that is being questioned is valid and the consumer's charge should not be reversed."). Otherwise, proceed to [Provide final credit to customer](https://servicenow-prod.fluidtopics.net/f6HwORa8Wyfh0HoypfwhSA "If a merchant's representment was not approved as sufficient supporting evidence by the issuing bank, the issuing bank upholds the chargeback.") or [Convert provisional credit to final credit](https://servicenow-prod.fluidtopics.net/c~~eH4PVjwf9d6BPtGn1vw "Convert provisional credit previously issued to a customer to a final credit issuance.").