Determine recovery option for providing final credit

Complete the Recovery option task to choose whether to pursue chargeback for a transaction where final credit to the card customer will be provided.

Before you begin

Role required: sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector

About this task

A chargeback is bank initiated, pursued when a card provider requests from the merchant the return to the customer of lost funds on a fraudulent or disputed transaction. If chargeback will not be pursued, the agent selects whether to deny or write off the transaction.

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 Recovery option activity under the Investigation playbook stage.
7. Select the recovery 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 Pursue chargeback field, select whether the determination is to pursue chargeback from the merchant.
• In the Deny dispute field, select whether the determination is to deny the dispute.

9. Optional: In the Work notes field, enter any comments.
10. After you have entered the details in the task, select Update.
11. Close the task from the playbook.

    Dispute activity	Action
    To close the Recovery option task	Select Close.

Result

• If determination was made to deny the dispute, the transaction task state updates to Closed complete.
• If determination was made to pursue chargeback, the relevant tasks for the transaction will trigger for the Chargeback stage.