Investigate transactions

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

    • If a merchant refuses or declines a transaction dispute, the case may move to the manual investigation activity.

    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

    During the Investigation stage of a transaction dispute, if a merchant declines the dispute, the transaction moves to Investigate transactions activity. Here the dispute agent can pursue a chargeback on behalf of the card holder from the merchant.

    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 Investigate transactions activity under the Investigation stage.
    8. Select whether to create a chargeback request in the Pursue chargeback drop-down list.
      • Yes - Pursue a chargeback from the merchant.
      • No - Do not pursue chargeback from the merchant.
    9. Optional: In the Remarks field, enter any comments.
      The chargeback eligibility is displayed based on the rules.
    10. Optional: Select Update to save your changes.
    11. Select Continue.
      The case is submitted to the dispute manager for review and approval when the chargeback eligibility is No and the Pursue Chargeback value is Yes. After the manager approves the task, the agent can continue with the dispute.
    12. Select Initiate dispute.

    Result

    A dispute is initiated.