The Investigate stage involves tasks related to pursuing chargeback and initiate investigation of the dispute.
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.
Procedure
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Navigate to .
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Select the lists icon (
).
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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.
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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.
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Select the Playbook tab.
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In the Processing tab, select the transaction ID.
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Select whether to create a chargeback request in the Pursue chargeback drop-down list.
- Yes: Pursue a chargeback from the merchant. The transaction dispute continues through the dispute process workflow stages.
- No: Don’t pursue chargeback from the merchant. The dispute life-cycle ends and the next task is displayed based on the policy and the task moves to Closed Complete. For more information
about tasks related to policy, see About Financial adjustments in Mastercard disputes.
- Optional:
Select Add file to attach supporting documents to the task.
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Select Continue.
The case is submitted to the dispute manager for review and approval when the chargeback eligibility is No and the agent sets the Pursue Chargeback value to
Yes. After the manager approves the task, the user agent can continue with the dispute.
Result
If a chargeback is pursued, then the dispute life cycle continues and a dispute is initiated, else the life cycle ends.