---
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


---

# Investigate the dispute

# Investigate the dispute {#ariaid-title1}

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

The Investigate stage involves tasks related to pursuing chargeback and initiate investigation of the dispute.

## Vorbereitungen

Role required: sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector{#investigate-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.
   {#investigate-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 whether to create a chargeback request in the Pursue chargeback drop-down list.  
   * Yes: Pursue a chargeback from the merchant. The transaction dispute continues through the dispute process workflow stages.
   * No: Don't pursue chargeback from the merchant. The dispute life-cycle ends and the next task is displayed based on the policy and the task moves to Closed Complete. For more information about tasks related to policy, 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.").
   {#investigate-dispute-mc__ul_npb_dbg_n2c}
8. **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.").
9. Select Continue.  
   The case is submitted to the dispute manager for review and approval when the chargeback eligibility is No and the agent sets the Pursue Chargeback value to Yes. After the manager approves the task, the user agent can continue with the dispute.

## Ergebnisse

If a chargeback is pursued, then the dispute life cycle continues and a dispute is initiated, else the life cycle ends.