---
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


---

# Review arbitration response

# Review arbitration response {#ariaid-title1}

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

Review the arbitration response received from Mastercard and proceed to resolve the dispute. This step occurs in the Mastercard dispute process when you've escalated from pre‑arbitration to arbitration or skipped pre‑arbitration and moved directly into arbitration.

## 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

This task displays during one of the possibilities in the chargeback stage:

* An arbitration request is submitted after a pre-arbitration.
* Arbitration is initiated directly, skipping pre-arbitration.

{#review-arbitration-response-mc__ul_ay2_szz_bgc}Review the ruling from Mastercard and choose whether to resolve the dispute or take further action.

## 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.
   {#review-arbitration-response-mc__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 Review arbitration response task in Dispute Workspace.
8. On the form, fill in the required fields and any other related information.
9. If the Dispute response isn't retrieved, select Get arbitration response to fetch Mastercard response.  
   Note:  
   In case Mastercard is providing documents with the arbitration response, check the Activity section for the document attachment or a download failure message.
10. **Optional:** If a download failure message is displayed in the Activity work notes, select Get acquirer document to fetch the arbitration response document from Mastercard.
11. In the Response outcome field, select one of the following options.

    | Selection | Result |
    | Unresolved | Select this option if you are not happy with the arbitration response from Mastercard. The next task is displayed based on Financial adjustments 2. 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."). |
    | Resolved | Select this option if you're satisfied with the arbitration response and close the dispute. The transaction moves to Financial adjustments 1. |
    |-|-|

    {#review-arbitration-response-mc__choicetable_p21_t5l_wfc}
12. **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.

## What to do next

The task is marked to closure.

*[\>]: and then