Provide provisional credit to customer

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • Initiate temporary credit to the card holder.

    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

    With the provision of temporary credit, notice is given to the customer that the case is under investigation, and that the outcome of the investigation may determine reversal or permanent provision of the credit.

    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.
      • 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 Initiate provisional credit activity under the Investigation playbook stage.
    7. Select the provisional credit task that you want to complete.
    8. On the form, fill in the required fields and any other related information that you've gathered.
    9. Optional: In the Work notes field, enter any comments.
    10. After you have entered the details in the task, select Update.
    11. Close the task from the playbook.
      Dispute activityAction
      To close the Initiate provisional credit task Select Close.