Initiate chargeback and fill merchant response

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • This is a part of the collaboration dispute workflow for the Chargeback stage. Initiate a chargeback request for the card network issuer to credit the customer with the card network and await a response from the merchant.

    Before you begin

    Role required: sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector

    Procedure

    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. Select the Initiate chargeback and fill merchant response activity.
    8. The chargeback reason code and dispute amount is displayed.
    9. Review the details and add any other details.
    10. Submit the request by selecting Initiate chargeback.

    Result

    The questionnaire data from the Initiate stage is sent to Visa. The task is set to the Awaiting External Info state, and the form is set to read-only during this waiting period. Once you receive the response, the transaction state changes to Work in Progress. The activity stream displays whether the request to Visa was successful. If the request fails, the Retrigger option appears to retry.

    What to do next

    Review the response from the merchant and fill the further details.
    1. After you receive the merchant's response, the Dispute response field is set to Yes or No and the next activity Review a dispute response and initiate pre-arbitration is displayed.
    2. Select Close task. The next activity appears based on the selected option.