Refund a merchant

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

    • A merchant can be refunded if their representment evidence is approved.

    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

    If a decision to refund the merchant was selected during the Review representment task, the Return funds to merchant task is triggered in the workflow. After the issuing bank evaluates the merchant's representment evidence after a chargeback has occurred, and makes the determination to rescind a chargeback, the issuing bank returns the funds associated with the transaction to the merchant.

    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 Return funds to merchant activity under the Chargeback playbook stage.
    7. Select the Return funds to merchant 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 Return funds to merchant task Select Close.

    Result

    The task updates to the Close complete state. If the transaction was the only or final transaction to be resolved for the case, the case moves to the Closed complete state and stage.