---
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

# Investigate Mastercard 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 displays the dispute tasks related to investigating the Mastercard transaction.  
The Investigate stage of the disputed transaction includes the following tasks: {#investigate-mastercard-dispute__table_dsx_cy3_vfc__entry__2}

| Task | Description |
|-|-|
| [Report fraud to card network](https://servicenow-prod.fluidtopics.net/KxjZTTXgmMnRoZ_SynLPBw "Report potential fraud on a transaction to a card network.") | Used to report fraud to the card network. This task is displayed when the dispute category is Fraud. |
| [Make a decision on chargeback, write off, or transaction denial](https://servicenow-prod.fluidtopics.net/tzncnnkrBju3vmIfOfk0yQ "Determine whether to initiate a chargeback for a transaction if the cardholder hasn’t yet received the final credit.") | Task for a recovery option and choose whether to pursue chargeback for a transaction. |
| [Alert merchant regarding dispute](https://servicenow-prod.fluidtopics.net/ENesdX~TC4EGFPheDZYjWQ "Review merchant response regarding the dispute. The merchant can choose to resolve the disputed transaction or decline to resolve, during the investigation stage.") | Task to review merchant response regarding the dispute. The merchant can choose to resolve the disputed transaction or decline to resolve the dispute. |
| [Investigate the dispute](https://servicenow-prod.fluidtopics.net/aohnDimw2K3L~Bsl71n0EQ "The Investigate stage involves tasks related to pursuing chargeback and initiate investigation of the dispute.") | Task to investigate the transaction and decide whether to pursue chargeback or end the life cycle for the transaction. |
[ ]

{#investigate-mastercard-dispute__table_dsx_cy3_vfc}{#investigate-mastercard-dispute__table_stf_tkv_bgc__entry__2}

| Task | Description |
|-|-|
| [Issue provisional credit](https://servicenow-prod.fluidtopics.net/E64~mEfhEZtXKAvtUD33VQ "Initiate temporary provisional credit to the Mastercard card holder.") | Task to provide provisional credit for transaction that qualifies for Immediate provisional credit. |
| [Provide final credit to customer](https://servicenow-prod.fluidtopics.net/C~LiHlbQIFHOXL~uSPtNgQ "Issue immediate final credit to the card holder.") | Task to issue final credit if the policy is Immediate final credit for the transaction. |
| [Reverse provisional credit](https://servicenow-prod.fluidtopics.net/JkI7VQ2a86auxdclpEu0Rg "Reverse the temporary credit issued by the bank to the card holder.") | Task to reverse the temporary credit issued by the bank to the card holder. |
| [Convert provisional credit to final credit](https://servicenow-prod.fluidtopics.net/Ve~cxxGc2BhxHDS1hrBCiw "Convert the provisional credit that was issued previously to a customer to a final credit issuance.") | Task to convert the provisional credit that was issued previously to the cardholder. |
| Issue final credit and write off | Action to issue final credit and write off. If Yes, provide final credit to the cardholder and the dispute life cycle ends. If No, no credit is given and the dispute life cycle ends. |
[Tabelle : 1. Tasks displayed on the policy rules]

{#investigate-mastercard-dispute__table_stf_tkv_bgc}

If the chargeback eligibility rules are evaluated as ineligible and Pursue chargeback is set to Yes, the system triggers an approval request for the dispute manager. The manager reviews
the approval task and can select Approve to proceed further or Reject to return to the investigation task. After the manager approves, the dispute agent proceeds with the dispute case.