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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Investigate

# Investigate stage {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

The Investigate stage of the card dispute includes activities such as issuing provisional credit, reviewing participating merchant alerts, and investigating the transaction.

The dispute agent manages disputed transactions through various tasks in the Dispute Workspace. The Investigate stage of the card dispute includes the following key tasks:
{#investigate-stage__table_kbh_msz_m2c__entry__2}

| Activity | Description |
|-|-|
| [Report fraud](https://www.servicenow.com/docs/MI6FB0DbO0axoycKi_V_7A "Report potential fraud on a transaction to the Visa card network. If potential fraud was flagged for a transaction during manual investigation, a transaction includes the fraud reporting task within the workflow.") | Fraud report activity, when the dispute category is Fraud. |
| [Issue provisional credit](https://www.servicenow.com/docs/2NoOeYacrU7k3Z2FTcEFBg "Initiate temporary provisional credit to the Visa card holder.") | Provisional credit for transactions that qualify for IPC. |
| [Determine recovery option for providing final credit](https://www.servicenow.com/docs/IezTbOdgX9TMj92N6vPwcA "Complete the Recovery option task to choose whether to pursue chargeback for a Visa transaction where final credit to the card customer will be provided.") | Recovery options for transactions that qualify for immediate final credit (IFC). |
| [Provide immediate final credit](https://www.servicenow.com/docs/8kYceK32M3EsQaSHYUT8Pw "Issue immediate final credit to the Visa card holder.") | Final credit for transactions qualifying for IFC after setting the recovery option. |
| [Review participating merchant alerts for Visa disputes](https://www.servicenow.com/docs/USji4v2CKqAZrlZMk~KZYg "Alert the merchant about a Visa card transaction dispute.") | Merchant alerts and options Declined dispute to proceed or Accepted dispute to end the life cycle and move to closure. |
| [Investigate Visa transactions](https://www.servicenow.com/docs/w~xJqSGOicfdXGRojalCtw "If a merchant refuses a transaction dispute, the case may move to the manual investigation task.") | Transaction investigation and options to pursue chargeback or end the life cycle for the transaction. |
[ ]

{#investigate-stage__table_kbh_msz_m2c}

If the chargeback eligibility rules are evaluated as ineligible and Pursue chargeback is set to Yes, the system triggers an approval request for the dispute manager. The manager
reviews the approval task and can select Approve to proceed further or select Reject to return to the investigation task. When the manager approves, the dispute agent proceeds with
the dispute case.
* **[Issue provisional credit](https://www.servicenow.com/docs/2NoOeYacrU7k3Z2FTcEFBg)**   
  Initiate temporary provisional credit to the Visa card holder.
* **[Determine recovery option for providing final credit](https://www.servicenow.com/docs/IezTbOdgX9TMj92N6vPwcA)**   
  Complete the Recovery option task to choose whether to pursue chargeback for a Visa transaction where final credit to the card customer will be provided.
* **[Provide immediate final credit](https://www.servicenow.com/docs/8kYceK32M3EsQaSHYUT8Pw)**   
  Issue immediate final credit to the Visa card holder.
* **[Review participating merchant alerts for Visa disputes](https://www.servicenow.com/docs/USji4v2CKqAZrlZMk~KZYg)**   
  Alert the merchant about a Visa card transaction dispute.
* **[Investigate Visa transactions](https://www.servicenow.com/docs/w~xJqSGOicfdXGRojalCtw)**   
  If a merchant refuses a transaction dispute, the case may move to the manual investigation task.

**Related tasks**   

* [Report fraud](https://www.servicenow.com/docs/MI6FB0DbO0axoycKi_V_7A "Report potential fraud on a transaction to the Visa card network. If potential fraud was flagged for a transaction during manual investigation, a transaction includes the fraud reporting task within the workflow.")
* [Issue provisional credit](https://www.servicenow.com/docs/2NoOeYacrU7k3Z2FTcEFBg "Initiate temporary provisional credit to the Visa card holder.")
* [Determine recovery option for providing final credit](https://www.servicenow.com/docs/IezTbOdgX9TMj92N6vPwcA "Complete the Recovery option task to choose whether to pursue chargeback for a Visa transaction where final credit to the card customer will be provided.")
* [Provide immediate final credit](https://www.servicenow.com/docs/8kYceK32M3EsQaSHYUT8Pw "Issue immediate final credit to the Visa card holder.")
* [Review participating merchant alerts for Visa disputes](https://www.servicenow.com/docs/USji4v2CKqAZrlZMk~KZYg "Alert the merchant about a Visa card transaction dispute.")
* [Investigate Visa transactions](https://www.servicenow.com/docs/w~xJqSGOicfdXGRojalCtw "If a merchant refuses a transaction dispute, the case may move to the manual investigation task.")