Initiate chargeback and fill merchant response

  • Release version: Yokohama
  • Updated May 31, 2025
  • 1 minute to read

    • This is a part of the allocation dispute workflow for the Chargeback stage. Initiate a chargeback request for the card network issuer to credit the card holder with the card network, and await a response from the merchant.

    Before you begin

    Role required: sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector

    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.
    4. In the list, select a case that you want to work on.
    5. Select the Playbook tab.
    6. In the transaction level playbook of the Processing tab, select the transaction ID.
    7. Select the Initiate chargeback and fill merchant response activity.
    8. The chargeback reason code and dispute amount is displayed.
    9. Submit the request by selecting Initiate chargeback.

    Result

    The questionnaire data from the Initiate stage is sent to Visa. The task is set to the Awaiting External Info state, and the form is set to read-only during this waiting period. Once you receive the response, the transaction state changes to Work in Progress. The activity stream displays whether the request to Visa was successful. If the request fails, the Retrigger option appears to retry.

    What to do next

    1. After you initiate the chargeback for the dispute, if the acquirer is not happy, they can initiate pre arbitration. The Incoming pre arbitration received field is set to Yes or No and the next activity Review and respond to a pre-arbitration request is displayed.
    2. Select Close task.