---
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


---

# Reverse provisional credit

# Reverse provisional credit {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 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{#reverse-provisional-credit__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

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.
{#reverse-provisional-credit__ul_axb_pvq_f5b}

## 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.
   {#reverse-provisional-credit__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 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 activity | Action |
    | To close the Reverse provisional credit task | Select Close. |
    |-|-|

    {#reverse-provisional-credit__choicetable_gpl_c4q_f5b}
{#reverse-provisional-credit__steps_dpl_c4q_f5b}

## What to do next

[Refund a merchant](https://servicenow-prod.fluidtopics.net/EUX0k2yNpMjp47BWOdEN9w "A merchant can be refunded if their representment evidence is approved.")

*[\>]: and then