Review incoming case filing and appeal

  • Release version: Yokohama
  • Updated March 3, 2025
  • 1 minute to read

    • Review the incoming case filing created by the acquirer and create an appeal if required.

    Before you begin

    Role required: sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector

    About this task

    If the issuer refuse the acquirer’s pre-arbitration request, the acquirer can create an arbitration request. The issuer reviews the arbitration and creates an appeal, if required.

    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 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. 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 incoming case filing appeal activity.
    9. Select Get case filing detail to get the details about the amount and reason for case filing.
      The reason is displayed in the Reason for filing field.
    10. To withdraw the case:
      • Select Withdraw.
      • Update the Case withdrawn status field to indicate who initiated the withdrawal.
      • Update the Reverse provisional credit field. This field appears only for the IPC policy. If it's no credit, the Final Credit field appears.
    11. Select Close task.
    12. Select Get case filing response to view the case filing decision from Visa.
    13. Select your response in the Response outcome field.
      OptionDescription
      Resolved The arbitration is accepted and the outcome is resolved.
      Unresolved The issuer is not happy with the arbitration outcome and would go for an appeal. The Create appeal drop-down is displayed.

      An appeal can be created only if certain conditions are met. For more information, see Allocation workflow.

      • Select Yes to create an appeal.
        1. Enter the Appeal amount.
        2. Provide the Reason for appeal.
        3. Select Continue.
        4. Select Create appeal.
      • Select No to continue without the appeal.

    Result

    After the request executes successfully, the transaction state moves to Awaiting External Info. The form is set to read-only mode while waiting on a response.

    What to do next

    Visa confirms the appeal with an acknowledgment letter. Retrieve the letter by selecting Get acknowledgement letter in the Review case filing appeal activity.