Review dispute response and create pre-arbitration

  • Release version: Yokohama
  • Updated March 1, 2025
  • 2 minutes to read

    • Review a merchant’s response for the dispute and initiate pre-arbitration, if necessary for the collaboration dispute workflow of the Chargeback stage.

    Before you begin

    Role required: sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector

    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.
    4. In the list, select the case that you want to work on.
      If you want to work on a case that isn't assigned to you yet, you can assign it to yourself by selecting Assign to me.
    5. Select the Playbook tab.
    6. In the transaction level playbook of the Processing tab, select the transaction ID.
      The Chargeback stage is initiated for the transaction.
    7. Select the Review dispute response and create pre-arbitration activity.
    8. Review the merchant response in the Dispute response field of the record.
      The response might include the amount accepted for the chargeback or reasons the dispute wasn't accepted. You can also view the merchant response as an attachment in the activity stream.
    9. In the Response outcome field, select Resolved or Unresolved.
    10. Select one of the following options.
      SelectionResult
      Unresolved
      • Select Yes in the Create pre arbitration drop-down to continue with pre-arbitration.
        1. Select Continue.
        2. A Fill questionnaire link is displayed. This questionnaire is associated with the issuer’s pre-arbitration case.
        3. Enter the details in the questionnaire.
        4. Select Submit.
        5. Provide the Description, Remarks, and Work Notes.
        6. Select Create pre-arbitration to create pre-arbitration.
        • Based on the policy rule, the Reverse Provisional Credit field appears only for the IPC policy.
        • The Reverse Provisional Credit field does not appear for the Immediate Final Credit (IFC) policy.
        • The Final Credit field appears for No Credit.
      • Select No in the Create pre arbitration drop-down to accept the dispute.
        1. The Reverse provisional credit drop-down is displayed.
        2. Select Yes or No and click Continue.
      Resolved Accept the dispute response and resolve the dispute.
      1. Provide the Description, Remarks, and Work Notes.
      2. Select Continue.

    Result

    After the request executes successfully, the transaction state changes to Awaiting External Info. The activity stream updates with the result of the request. The form is set to read-only mode while you wait on a response. You can recall the request if you're within three days from the submission date and you haven't received a response yet.

    To recall the request, select Recall. When a response is received, the Pre arbitration response received value changes to Yes and the transaction state moves to Work to Progress.

    What to do next

    To recall the request, select Recall. When a response is received, the Pre arbitration response received value changes to Yes and the transaction state moves to Work to Progress. You will be redirected to the next activity Review the pre-arbitration response and create a case filing.