---
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


---

# Processing a Visa dispute

# Processing a Visa card dispute {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
A dispute case moves through Initiate, Processing, and Closure stages. The case playbook displays disputed transaction details, including customer information, dispute amount, card details, merchant, transaction state, and activity SLA.

After a dispute case is submitted, all disputed transactions are displayed in the case playbook. Each transaction can be viewed in a separate Dispute Workspace, which displays all the details of the
transaction. The dispute transaction progresses through these stages: Investigate, Chargeback, and Complete. To open a transaction in the Dispute Workspace, select the transaction number.

* Each transaction progresses through a series of steps, during which a corresponding sequence of tasks is generated. The tasks are displayed in Tasks.
* The Open tab displays the tasks open along with the SLA and State.
* The Short description provides a preview of the task. Select the task to view its details.
* The Closed tab displays all the tasks that have been closed.
* The activity stream for the transaction is displayed below the task.
* The dispute transaction and financial transaction details are displayed in Disputed transaction details and Financial transaction details widget.
* The Attachments displays files attached to the case. If Card Data Security is installed and configured, Attachments in the contextual side panel will handle files differently in transaction records. For more information, see [Manage attachments in Card Data Security](https://www.servicenow.com/docs/I4lJ5609i3kslDVpfZIquQ "Learn how attachments in the contextual side panel are handled in Card Data Security.").

{#processing-a-dispute-case__ul_qlq_vts_wfc}  
Note:  
The case reaches the Closure stage only after all transactions under it attain the Complete status.
* **[Investigate stage](https://www.servicenow.com/docs/YX_OxUbItXjY645lPOQ8tg)**   
  The Investigate stage of the card dispute includes activities such as issuing provisional credit, reviewing participating merchant alerts, and investigating the transaction.
* **[Chargeback stage](https://www.servicenow.com/docs/tuxorcoEr2iOgIhZ38vg_w)**   
  This stage enables you to report fraud, initiate chargeback, associate dispute transactions, and review merchant representment evidence, create and review pre-arbitration, and case filing. Visa transactions comprises of two workflows for pre-arbitration and arbitration: collaboration workflow and allocation workflow.

**Related tasks**   

* [Summarize a dispute or claims case with case summarization](https://www.servicenow.com/docs/1Mi~RNWbqA1_meFzGVqIAQ "Generate a summary from the defined fields on the case record and quickly understand the case context by using the case summarization skill in the ServiceNow Otto for Financial Services Operations (FSO) application.")