---
sourceDocument: Xanadu Financial Services Operations
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/financial-services-operations

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Refund a merchant

# Refund a merchant {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 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{#refund-merchant__dispute-agent-connector-role-prereq-reuse}  
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](https://servicenow-prod.fluidtopics.net/_k8aAtmWw~gvbSaui5WAKQ "Financial Services Operations (FSO) applications install agent connector and contributor roles to manage and monitor user privileges effectively. To provide the right level of access, these roles must be paired with roles in the CSM Industry data model and contributor user roles.").

## 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 AllFinancial Services OperationsWorkspace.
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.
   {#refund-merchant__choices_fpl_c4q_f5b}
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 activity | Action |
    | To close the Return funds to merchant task | Select Close. |
    |-|-|

    {#refund-merchant__choicetable_gpl_c4q_f5b}
{#refund-merchant__steps_dpl_c4q_f5b}

## 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.

*[\>]: and then