Close a card dispute

After you have completed all tasks in a card dispute case, you can add final details and close the case in the Closure playbook stage.

Before you begin

Role required: sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector

About this task

Note:

When all task are closed, the transaction will be closed automatically. The agent must then go to the case and manually close it.

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 Closure playbook stage to show the Close case view.
6. Optional: For fraud-related disputes, complete the task to block and reissue the card before closing the dispute.
7. Select the Resolution code to indicate the outcome of the case.
8. Enter any closing notes in the Resolution notes field.
9. Close the case.

   Action	Dispute Activity
   Save changes	Save the resolution information.
   Close	The Resolution code and Resolution notes are saved to the case, and the case state updates to Closed Complete.

   Note:

   For Mastercard disputes, if an error message is displayed in the Activity work notes, the Close button displays again so you can retry.