Review merchant representment

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

    • Review the representment evidence provided by a merchant during a chargeback request. A representment is the process where a business can prove that a charge that is being questioned is valid and the consumer's charge should not be reversed.

    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

    If a merchant disagrees with a chargeback, they can submit representment evidence in an attempt to contest the chargeback and support their claim that a transaction is valid to their acquiring bank by representment. The issuing bank reviews the evidence and determines further action on the disputed transaction.

    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. Select the Review merchant representment activity under the Chargeback playbook stage.
    7. On the form, fill in the required fields and any other related information that you've gathered.
    8. Optional: Select Update to save your changes.
    9. Select Continue.
      If merchant representment is not accepted, the case is submitted to the dispute manager for review and approval.
    10. Close the task from the playbook.
      Dispute activityAction
      To close the task Select Close task.

    Result

    The task state moves to the Closed complete state.

    If the representment is accepted and the transaction has provisional credit, proceed to Reverse provisional credit. If the representment is accepted with no provisional credit, proceed to Return funds to merchant.

    If the representment is not accepted, proceed to Provide final credit to customer or Convert provisional credit to final credit.