Processing a Visa card dispute

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • When a case is submitted, it automatically moves to the Initiate stage. Once the sequence of steps in the Initiate stage are completed, it moves to the Processing stage. Here, the case playbook displays the disputed transaction details, including customer details, dispute amount, timestamp, card details, merchant, transaction state, current activity, and activity SLA.

    After a dispute case is submitted, each disputed transaction is displayed in a Dispute Workspace. The dispute transaction progresses through these stages: Investigate, Chargeback, and Complete. As the dispute proceeds, the appropriate stage is updated accordingly. 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.
    Note:
    The case reaches the Closure stage only after all transactions under it attain the Complete status.