Review a case filing appeal

Review a case filing appeal and obtain an acknowledgment 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 transaction ID from the playbook.
   The Chargeback stage is initiated for the transaction.
6. Select the Review case filing appeal activity.
7. Review the case filing details and select Get acknowledgement letter.
   The acknowledgment letter can also be viewed in the activity stream. After the request runs successfully, the transaction state changes to Awaiting External Info. The form is set to read-only mode while waiting for a response from Visa.
8. View the decision letter from Visa by selecting Get appeal response.
   The decision letter can also be viewed in the activity stream.
9. In the Response outcome field, select your response.
   • If you select Unresolved, the Reverse provisional credit option is displayed.
   • If you select Resolved, and select Continue, you accept the decision and issue the final credit.
10. Select Close task.