Provide final credit to customer

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

    • Issue immediate final credit to the card holder.

    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

    Based on business rules, an immediate final credit can be issued to the card holder.

    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 Provide final credit to customer task in Dispute Workspace.
    8. Review the Refund details.
    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. For more information, see Mastercard document requirements.
    10. Select Close task.