Set recovery option

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

    • Determine whether to initiate a chargeback for a transaction, where the cardholder has not yet received the final credit, ensuring that the recovery process aligns with established guidelines.

    Before you begin

    Role required: sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector

    About this task

    A chargeback is initiated by a bank. The chargeback is pursued when a card provider requests the merchant the return of lost funds on a fraudulent or disputed transaction. If chargeback is not pursued, the agent selects whether to deny or write off the transaction.

    Procedure

    1. Navigate to All > Financial Services Operations > Workspace.
    2. Select the lists icon (List 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 transaction ID in the transaction level playbook of the Processing tab.
      The Investigate stage is initiated for the transaction.
    7. Select the Set recovery option activity under the Investigation stage.
    8. Enter details about the decision on chargeback, write off, or transaction denial.
    9. In the Pursue recovery drop-down, select one of the following.
      OptionDescription
      Yes The relevant tasks for the transaction trigger for the Chargeback stage.
      No
      • If you select No, the Deny dispute drop-down is displayed.
      • Select Yes to deny the dispute. The task is marked for approval. Once it is approved, the task moves to Closed Rejected state.
      • No to write off the final credit to the card holder.
    10. Optional: In the Remarks field, enter any comments.
    11. Select Update.
    12. Close the task from the playbook.
      Dispute activityAction
      To close the recovery option task Select Close task.

    Result

    • If the decision is to deny the dispute, the transaction task state updates to Closed complete.
    • If the decision is to pursue chargeback, the relevant tasks for the transaction trigger for the Chargeback stage.