---
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


---

# Processing a Visa dispute

# Processing a dispute case with the Card Dispute Transaction playbook {#ariaid-title1}

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

On the Processing tab
of the card disputes playbook, all disputed transactions in a card dispute case are displayed on a dashboard. The tab also provides transaction information such as dispute amount, transaction date and time, merchant,
transaction state, current activity, and activity SLA.

After a dispute case is submitted, the system generates a playbook for each disputed transaction. Each transaction dispute playbook contains the Investigate and Chargeback stages. As the
dispute proceeds, the appropriate stage is updated respectively. To open a transaction level playbook, select the Transaction ID.
* **[Investigate stage](https://www.servicenow.com/docs/1dEnapBGzYGyAzeeFFvfrw)**   
  The Investigate stage of the card dispute playbook, perform tasks such as issuing provisional credit, reviewing participating merchant alerts, and investigating the transaction.
* **[Chargeback stage](https://www.servicenow.com/docs/lT9Lo~bklopfOiDbgYa9Kg)**   
  This stage enables you to report fraud, initiate chargeback, associate dispute transactions, and review merchant representment evidence, create and review pre-arbitration, and case filing. Visa transactions comprises of two workflows for pre-arbitration and arbitration: collaboration workflow and allocation workflow.

**Related tasks**   

* [Summarize a dispute or claims case with case summarization](https://www.servicenow.com/docs/R9yTyXpjpUoqCjobNghbjw "Generate a summary from the defined fields on the case record and quickly understand the case context by using the case summarization skill in the ServiceNow Otto for Financial Services Operations (FSO) application.")