Initiate chargeback

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read

    • Initiate a chargeback for Mastercard transaction disputes and request collaboration from merchants.

    Before you begin

    Role required: sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector.

    Important:
    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.

    About this task

    When you initiate a chargeback, the process follows one of these paths:
    • Mastercard attempts to resolve the dispute through the merchant-cardholder collaboration step.
      • If Card network collaboration is Yes, the task Review and respond to collaboration displays, indicating collaboration has started.
      • If the Card network collaboration is No, then the merchant has the option to proceed with a second presentment.
    • You select the proper action based on the merchant's decision on the second presentment as follows:

    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 Processing tab, select the transaction ID.
    7. Select the Initiate chargeback and recover funds from merchant task in Dispute Workspace.
    8. On the form, fill in the required fields and any other related information.
    9. Optional: Select Add file to attach supporting documents to the task.
      Note:
      • You must upload a single .zip file whenever you submit documents to Mastercard.
      • When integrated with Mastercard's Mastercom APIs, the system automatically compresses multiple attachments into a single zip file. It also validates attached files against Mastercard requirements for file type and size, and alerts you when any attachment doesn’t meet Mastercard requirements. For more information, see Mastercard document requirements.
    10. Select Initiate chargeback.
      A chargeback is initiated and a collaboration starts with the merchant, cardholder, and Mastercard.
      Note:
      In case of integration with Mastercard's Mastercom APIs:
      • If an error message is displayed in the Activity work notes, the Initiate chargeback button displays again to retry.
      • If the task state changes to Document Upload Pending, then the attached document isn't uploaded to Mastercard.
    11. Optional: To reupload the document, delete and replace your attachment with the one that meets Mastercard's requirements then select Upload document.
      For more information, see Mastercard document requirements.
    12. Optional: If you want to stop and revert the chargeback for any reason, select Reverse chargeback.
      This closes the chargeback request and ends the dispute lifecycle for the transaction.
      Note:
      This action is available only in case of integration with Mastercard's Mastercom APIs.
    13. If you want to proceed, select one of the following options from the Card network collaboration drop-down.
      • Yes if the merchant wants to proceed with a collaboration by providing a voucher or a refund. Then the Review and respond to collaboration task is displayed.
      • No if the merchant rejects the collaboration and wants to go with a second presentment. The Second presentment by merchant drop-down is displayed.
        Select one of the following options:
    14. Select Close task.

    What to do next

    • If the Card network collaboration is marked as Yes, the Review and respond to collaboration displays.
    • Otherwise, based on the second presentment done by the merchant, the appropriate task is displayed.