Review a case filing response and appeal the decision

An appeal can be created by the issuer or acquirer if either party isn’t satisfied with the arbitration ruling from Visa. Review the case filing response and receive the decision letter from Visa.

Before you begin

Role required: sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector

About this task

After reviewing the case filing response, Visa issues a decision letter that supports either the acquirer or the issuer. If either party isn’t satisfied with the decision, they can file an appeal.

Procedure

1. Navigate to All > Financial Services Operations > Workspace.
2. Select the 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 which case 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.
7. The Chargeback stage is initiated for the transaction.
8. Select the Review case filing appeal activity.
9. Retrieve the decision letter from Visa by selecting Get case filing response.
   The letter can also be viewed in the activity stream.
10. In the Response outcome field, either accept or appeal the decision.
    • To accept the outcome, select Resolved.
    • To appeal the outcome, select Unresolved.
11. In the Create appeal drop-down list, select Yes.
    Note:

    Certain conditions must be met to create an appeal. For more information, see Collaboration workflow overview.
12. In the Appeal amount field, enter the amount for the appeal.
13. In the Reason for appeal field, explain why you want to appeal the decision.
14. In the Description, Remarks, and Work notes fields, enter additional details as necessary.
15. Select Continue.
16. Select Create appeal.

Result

After the request executes successfully, the transaction state changes to Awaiting External Info. The form is set to read-only mode while waiting on a response. Visa confirms the appeal with an acknowledgment letter. Retrieve the letter by selecting Get acknowledgement letter in the Review case filing appeal activity.