Allocation dispute workflow

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • In the allocation workflow, dispute agents work to resolve fraud and authorization disputes. Acquirers can choose to initiate pre-arbitration and arbitration, and issuers can respond. This is a part of the allocation dispute workflow for the Chargeback stage.

    The transaction playbook helps dispute agents in handling Fraud and Authorization within the Visa allocation workflow. The playbook includes key activities such as initiating chargebacks, reviewing dispute responses, and managing pre-arbitration and arbitration tasks. The following table outlines the use case steps in this process.

    Activity Description
    Initiate chargeback and fill merchant response Initiates the chargeback process and submits the dispute questionnaire to Visa.
    Review and respond to a pre-arbitration request
    1. After the batch queue is triggered, the incoming pre-arbitration is reviewed and moves the transaction to the appropriate state. For more information on how to configure the batch queue, see Configure the Visa Queue Scheduler Flow
    2. Reviews and responds to pre-arbitration details.
    Review a case filing response and appeal the decision
    1. After the batch queue is triggered, receives an update about incoming arbitration.
    2. Reviews the arbitration and waits for the decision.
    3. When the batch queue is triggered again, receives an update about decision from Visa.
    4. Based on ruling from Visa, decides to go for an appeal.
    Nota:
    An appeal can be created by either the acquirer or issuer.
    Review the case filing appeal
    1. After the batch queue is triggered, receives an update on the appeal and moves the transaction to the appropriate state.
    2. Reviews the appeal decision letter and decides if the dispute should be resolved or if further action is needed.
    Convert provisional credit to final credit Converts provisional credit to final credit if applicable and closes the task.
    Reverse provisional credit Reverses the provisional credit only for Imediate Provisional Credit, provided Reverse is selected in the previous task, and then closes the task.