Issue provisional credit

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

    • Initiate temporary provisional 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

    A temporary credit is provided to the card holder, to notify that the case is under investigation.

    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. In the Issue provisional credit activity, enter the refund amount and details.
    8. Optional: In the Remarks field, enter any comments.
    9. Close the task from the playbook.
      Dispute activityAction
      To save changes to the activity Select Update.
      To Issue provisional credit to customer Select Close task .