---
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


---

# Return funds to merchant

# Return funds to merchant {#ariaid-title1}

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

A merchant can be refunded if their representment evidence is approved.

## Vorbereitungen

Role required:
sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector{#refund-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

If a decision to refund the merchant was selected during the Review representment task, the Return funds to merchant task is triggered in the workflow. After the issuing bank evaluates the merchant's representment evidence after
a chargeback has occurred, and makes the determination to rescind a chargeback, the issuing bank returns the funds associated with the transaction to 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.
   {#refund-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 Return funds to merchant activity under the Chargeback playbook stage.
7. On the form, fill in the required fields and any other related information that you've gathered.
8. After you have entered the details in the task, select Update.
9. Close the task from the playbook.

   | Dispute activity | Action |
   | To close the task | Select Close task. |
   |-|-|

   {#refund-merchant__choicetable_gpl_c4q_f5b}
{#refund-merchant__steps_dpl_c4q_f5b}

## Ergebnisse

The task updates to the Close complete state. If the transaction was the only or final transaction to be resolved for the case, the case moves to the Closure stage. See [Close a card dispute](https://servicenow-prod.fluidtopics.net/81ip13zfXY4bWIkkhYBXbw "After you have completed all tasks in a card dispute case, you can add final details and close the case in the Closure playbook stage.") for more information.