Review incoming case filing and appeal

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

    • Review the incoming case filing created by the acquirer and create an appeal if required.

    Before you begin

    Role required: sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector

    About this task

    If you refuse the acquirer’s pre-arbitration request, the acquirer may create an arbitration request. You can review the arbitration and create an appeal, if required.

    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. The Chargeback stage is initiated for the transaction.
    8. Select the Review incoming case filing appeal activity.
    9. Select Get case filing detail to get the details about the amount and reason for case filing.
      The reason is displayed in the Reason for filing field.
    10. To withdraw from the case filing:
      • Select Withdraw.
      • Update the Case withdrawn status field to indicate who initiated the withdrawal.
      • Update the Reverse provisional credit field. This field appears only for the IPC policy. If it's no credit, the Final Credit field appears.
    11. Select Close task.
    12. Select Get case filing response to view the case filing decision from Visa.
    13. Select your response in the Response outcome field.
      • To accept the outcome, select Resolved.
      • To appeal the outcome, select Unresolved.
    14. If the response is Unresolved, select Yes in the Create appeal drop-down.
      An appeal can be created only if certain conditions are met. For more information, see Allocation workflow overview.
    15. Enter the Appeal amount.
    16. Provide the Reason for appeal.
    17. Select Create appeal.

    Result

    After the request executes successfully, the transaction state moves to Awaiting External Info. The form is set to read-only mode while waiting on a response.

    What to do next

    Visa confirms the appeal with an acknowledgment letter. Retrieve the letter by selecting Get acknowledgement letter in theReview case filing appeal activity.