Issue credit

  • Release version: Yokohama
  • Updated January 30, 2025
  • 1 minute to read

    • Issue immediate final credit to the card holder during the Investigation stage based on the amount being disputed and the policy for the credit.

    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 the business rules, the bank decides to issue immediate final credit to the card holder.

    Procedure

    1. Navigate to All > Financial Services Operations > Workspace.
    2. Select the lists icon (List 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 the case to work on.
      To work on a case that is not assigned to you yet, assign it to yourself by selecting Assign to me.
    5. Select the Playbook tab.
    6. Select the transaction ID in the transaction level playbook of the Processing tab.
      The Investigate stage is initiated for the transaction.
    7. Select the Immediate final credit activity.
    8. Review the dispute amount and enter the refund details.
    9. Optional: In the Remarks field, enter any comments.
    10. Select Close task.
    11. Close the task from the playbook.

    Result

    The task state updates to Closed Complete. The dispute transaction moves to the Chargeback stage.