Review and respond to a pre-arbitration request

  • Release version: Yokohama
  • Updated March 2, 2025
  • 1 minute to read

    • Review and respond to the pre-arbitration request created by the acquirer.

    Before you begin

    Role required: sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector

    About this task

    The acquirer might choose to initiate pre-arbitration. You can review and respond to this pre-arbitration request.

    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 the case that 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. In the transaction level playbook of the Processing tab, select the transaction ID.
    7. The Chargeback stage is initiated for the transaction.
    8. Select the Review and respond to pre arbitration activity.
    9. Review the pre-arbitration request by opening the record under the Pre arbitration request field.
      You can also view the merchant response as an attachment in the activity stream.
    10. In the Pre arbitration outcome drop-down, select one of the options.
      OptionDescription
      Resolved

      Decide whether to reverse provisional credit using the Reverse provisional credit drop-down. Select Yes and Continue. Select Close task.

      As a result, the issuer accepts the pre-arbitration request of the acquirer. It reverses provisional credit or convert provisional credit to final credit.
      Unresolved

      Select Continue. A Fill questionnaire link is displayed at the top of the screen. Select Fill questionnaire and provide all the information related to the pre-arbitration as a response.

      Select Submit for the questionnaire form. Select Create pre-arbitration response.

      As a result, the issuer refutes the pre-arbitration.

    Result

    After the request executes successfully, the transaction state changes to Awaiting External Info. The form is set to read-only mode while you wait on a response. Visa confirms the case filing with an acknowledgment letter.

    What to do next

    You can recall the request if you're within three days from the submission date and you haven't received a response yet. To recall the request, select Recall. When an arbitration case filing is received, the Incoming arbitration received value changes to Yes and the transaction state moves to Work to Progress. The next activity Review incoming case filing and appeal is displayed.