Initiate chargeback and recover funds from merchant

Initiate a request for the card network issuer to credit the customer.

Before you begin

Role required: sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector

Important:

For the agent connector role to work, it must be combined with one of the CSM industry data model roles. For more information, see Roles and Personas.

About this task

A manual investigation can result in an outcome of initiating a chargeback, creating a task to recover transaction funds from the merchant.

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 the case to work on.
   To work on a case that is not assigned to you yet, assign it to yourself by selecting Assign to me.
5. Select the Playbook tab.
6. Select the Initiate chargeback activity under the Chargeback playbook stage.
7. Select the initiate chargeback task that you want to complete.
8. On the form, fill in the required fields and any other related information that you've gathered.
   • In the Chargeback details field, select the chargeback code.
     Note:

     To configure chargeback reason codes, an admin can navigate to Financial Services Operations > Reference Data > Chargeback reason codes.
   • In the Represented by merchant field, select whether the merchant is providing representment to contest the chargeback request.
9. Optional: In the Work notes field, enter any comments.
10. After you have entered the details in the task, select Update.
11. To submit the request, select Initiate chargeback.
12. Close the task from the playbook.

    Dispute activity	Action
    To close the Initiate chargeback task	Select Close.

Result

The task state moves to the Closed complete state. Additionally:

• The merchant’s bank makes a determination whether to provide the credit to the issuing bank.
  Note:

  Tracking funds credited from the merchant's bank occurs outside of the Financial Services Card Operations application. The application requires integration with the applicable card network.
• The merchant can provide evidence for the transaction and refuse the chargeback, or the merchant can accept the chargeback, which will result in the customer being credited back with the funds.

What to do next

Review representment