Review and respond to a pre-arbitration request

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • Review and respond to the pre-arbitration request created by the acquirer.

    Antes de Iniciar

    Role required: sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector

    Por Que e Quando Desempenhar Esta Tarefa

    The acquirer might choose to initiate pre-arbitration. You can review and respond to this pre-arbitration activity.

    Procedimento

    1. Navigate to All > Financial Services Operations > Workspace.
    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.
    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. The Chargeback stage is initiated for the transaction.
    8. Select the Review and respond to pre arbitration activity.
    9. Review the pre-arbitration request by opening the record under the Pre arbitration request field.
      You can also view the merchant response as an attachment in the activity stream.
      Nota:
      If Card Data Security is installed and configured, Attachments in the contextual side panel will handle files differently in transaction records. For more information, see Manage attachments in Card Data Security.
    10. Respond in one of the following ways.
      OptionDescription
      Resolved

      Determine whether to reverse provisional credit using the Reverse provisional credit field. Select Continue, then select Accept dispute. Select Close task.

      As a result, the issuer accepts the pre-arbitration request of the acquirer. It reverses provisional credit or convert provisional credit to final credit.
      Unresolved

      Select Continue. Select Fill questionnaire and provide all the information related to the pre-arbitration as a response.

      Select Submit for the questionnaire form. Select Create pre-arbitration response.

      As a result, the issuer refutes the pre-arbitration.

    Resultado

    After the request executes successfully, the transaction state changes to Awaiting External Info. The form is set to read-only mode while you wait on a response. Visa confirms the case filing with an acknowledgment letter.

    O que Fazer Depois

    You can recall the request if you're within three days from the submission date and you haven't received a response yet. To recall the request, select Recall. When an arbitration case filing is received, the Incoming arbitration received value changes to Yes and the transaction state moves to Work to Progress.