---
sourceDocument: Brazil Financial Services Operations
sourceDocumentLink: https://www.servicenow.com/docs/r/financial-services-operations

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Initiate chargeback and fill response

# Initiate chargeback and fill merchant response {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
This is a part of the collaboration dispute workflow for the Chargeback stage. Initiate a chargeback request for the card network issuer to credit the customer with the card network and await a response
from the merchant.

## Before you begin

Role required: sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector{#initiate-chargeback-and-fill-merchant-response__dispute-agent-connector-role-prereq-reuse}

## 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.
   {#initiate-chargeback-and-fill-merchant-response__choices_xtc_cfz_25b}
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 transaction ID from the playbook.
6. Select the Initiate chargeback and fill merchant response task.
7. The chargeback reason code and dispute amount is displayed.
8. Review the details and add any other details.
9. Submit the request by selecting Initiate chargeback.
{#initiate-chargeback-and-fill-merchant-response__steps_dpl_c4q_f5b}

## Result

The questionnaire data from the Initiate stage is sent to Visa. The task is set to the Awaiting External Info state, and the form is set to read-only during this waiting period. Once you receive the response, the transaction state changes
to Work in Progress. The activity stream displays whether the request to Visa was successful. If the request fails, the Retrigger option appears to retry.

## What to do next

Review the response from the merchant and fill the further details.

1. After you receive the merchant's response, the Dispute response field is set to Yes or No and the next activity [Review a dispute response and initiate pre-arbitration](https://www.servicenow.com/docs/k_9R2GHuIv2FR8wvM4SW_Q "Review a merchant’s response for the dispute and initiate pre-arbitration, if necessary for the collaboration dispute workflow for the Chargeback stage.") is displayed.
2. Select Close task. The next task appears based on the selected option.
{#initiate-chargeback-and-fill-merchant-response__ol_d1v_nsz_ffc}

*[\>]: and then