Reverse provisional credit

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

    • Reverse the temporary credit issued by the bank 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

    The option to reverse provisional credit exists when provisional credit was issued to a customer in scenarios such as:
    • During the Investigation stage- During the manual investigation task a determination that a transaction was not fraud.
    • During the Chargeback stage- An issuing bank evaluates the merchant's representment evidence after a chargeback has occurred, and makes the determination to rescind a chargeback.

    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 Reverse provisional credit activity under the Chargeback playbook stage.
    7. Select the Reverse 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 Reverse provisional credit task Select Close.

    What to do next

    Refund a merchant