Review participating merchant alerts

  • Release version: Yokohama
  • Updated January 30, 2025
  • 1 minute to read

    • Alert the merchant about a card transaction dispute.

    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

    During the investigation stage of a transaction dispute, this task alerts the merchant to the disputed transaction. The merchant can choose to resolve the disputed transaction or decline to resolve the dispute.

    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.
      The case playbook goes through the steps that are involved in resolving a case.
    6. Optional: In the case playbook integrated with Visa, select the Processing tab and select the transaction ID.
    7. Select the Review participating merchant alerts activity under the Investigation playbook stage.
    8. On the form, fill in the required fields and any other related information.
      In the Merchant response field, select one of the following options:
      • Accepted Dispute- Merchant chose to resolve the dispute with the customer.
      • Declined Dispute- Merchant declined to resolve the dispute with the customer.
    9. Optional: In the Remarks field, enter any comments.
    10. Select one of the following actions.
      Dispute activityAction
      To save changes to the activity Select Update.
      To close the Review participating merchant alerts activity Select Close task.

    Result

    The task state updates to Closed Complete. The outcome that the transaction sets to depends on the merchant's decision:
    • If the merchant resolves the dispute with the customer directly, the transaction moves to a Closed complete outcome.
    • If the merchant declines to resolve the dispute with the customer, the transaction dispute remains in the Work in progress state, and continues through the dispute process workflow stages.