---
sourceDocument: Zurich Financial Services Operations
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/financial-services-operations

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Decide chargeback, write off, or denial

# Make a decision on chargeback, write off, or transaction denial {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Determine whether to initiate a chargeback for a transaction if the cardholder hasn't yet received the final credit.

## 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](https://www.servicenow.com/docs/UEVq9KRIO6_YugOov5TuNA "Financial Services Operations (FSO) applications install agent connector and contributor roles to manage and monitor user privileges effectively. To provide the right level of access, these roles must be paired with roles in the CSM Industry data model and contributor user roles.").

## About this task

Recovery option task to choose whether to pursue chargeback for a transaction where final credit to the card holder is provided.

## Procedure

1. Navigate to AllFinancial Services OperationsWorkspace.
2. Select the lists icon (![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.
   {#make-decision-on-chargeback__choices_xtc_cfz_25b}
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 Playbook tab.
6. In the Processing tab, select the transaction ID.
7. Select the Make decision on chargeback, write off or transaction denial task in Dispute Workspace.
8. On the form, fill in the required fields and any other related information.
9. In the Pursue recovery drop-down, select one of the following.

   | Option | Description |
   | Yes | The relevant tasks for the transaction trigger for the Chargeback stage. |
   | No | The Deny dispute drop-down is displayed. Select one of the following options: * Yes to deny the dispute. No credit is provided to the cardholder for the disputed transaction. The dispute life-cycle ends. * No to write off the final credit to the card holder. The task moves forward based on the policy. For more information about Financial adjustments, see [About Financial adjustments in Mastercard disputes](https://www.servicenow.com/docs/2sV4IkA3Xa~hfr7kxtX9Mg "Financial adjustments are tasks or activities displayed based on the policy of the transaction. In Mastercard, there are two types of financial adjustments: Financial adjustments 1 and Financial adjustments 2."). {#make-decision-on-chargeback__ul_cp1_4bc_1gc} |
   |-|-|

   {#make-decision-on-chargeback__choicetable_gwh_bjs_3fcc}
10. **Optional:** Select Add file to attach supporting documents to the task.  
    Note:  
    You must upload a single `.zip` file whenever you submit documents to Mastercard.
11. Select Continue.

## Result

If the decision is to deny the dispute, the transaction task state updates to Closed complete.

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