Review the case filing appeal

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

    • Review the appeal and get an acknowledgment from Visa for the appeal.

    Before you begin

    Role required: sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector

    About this task

    After reviewing the case filing response, Visa issues a decision letter that supports either the acquirer or the issuer. If either party isn’t satisfied with the decision, they can file an appeal.

    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 case filing appeal activity.
    9. Review the case filing details and select Get acknowledgement letter.
      The acknowledgment letter can also be viewed in the activity stream. After the request executes successfully, the transaction state changes to Awaiting External Info. The form is set to read-only mode while waiting on a response from Visa.
    10. View the decision letter from Visa by selecting Get appeal response.
      The decision letter can also be viewed in the activity stream.
    11. In the Response outcome field, select your response.
      • If you select Unresolved, the Reverse provisional credit drop-down is displayed. Select Yes or No from the drop-down.
      • If you select Resolved, and select Continue, you accept the decision and want to issue the final credit.
    12. Select Close task.

    Result

    The credit is issued based on the response selected. The outcome can be any of these activities: Convert provisional credit to final credit, Reverse provisional credit or, Issue credit.