Alert merchant regarding dispute

task australia Updated Sep 10, 2026 2 min read alert-merchant-dispute-mc.md

Review merchant response regarding the dispute. The merchant can choose to resolve the disputed transaction or decline to resolve, during the investigation stage.

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.

Procedure

Navigate to All > Financial Services Operations > Workspace.
Select the lists icon ([Omitted image "inline-data-vis-96px-list.png"] Alt text: lists icon).
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.
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.
Select the Playbook tab.
In the Processing tab, select the transaction ID.
Select the Alert merchant regarding dispute task in Dispute Workspace.
On the form, fill in the required fields and any other related information that you have gathered.
In the Merchant response field, select one of the following options:
- Accepted Dispute: Merchant agrees to resolve the dispute with the cardholder. The dispute is resolved and the next task is displayed based on the policy. For more information, see About Financial adjustments in Mastercard disputes.
- Declined Dispute: Merchant declines to resolve the dispute with the cardholder. The transaction dispute continues through the dispute process workflow stages.
Select Add file to attach supporting documents to the task.

Note: You must upload a single .zip file whenever you submit documents to Mastercard. For more information, see Mastercard document requirements.
Select Close task.

Result

The task state updates to Closed Complete if the merchant resolves the dispute. If the merchant declines the dispute, the transaction continues through the dispute workflow stages.

Parent Topic:Processing a Mastercard dispute

64 lines · 3.6 KB Wrap lines

---
title: Alert merchant regarding dispute
description: Review merchant response regarding the dispute. The merchant can choose to resolve the disputed transaction or decline to resolve, during the investigation stage.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/financial-services-operations/dispute-management/alert-merchant-dispute-mc.html
release: australia
product: Dispute Management
classification: dispute-management
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [Investigate, Processing a Mastercard dispute, Resolving disputes with Mastercard, Processing, Use, Dispute Management, Banking applications, Financial Services Operations \(FSO\)]
---

# Alert merchant regarding dispute

Review merchant response regarding the dispute. The merchant can choose to resolve the disputed transaction or decline to resolve, during the investigation stage.

## 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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/fso-combine-csm-industry-roles.md).

## Procedure

1. Navigate to **All** &gt; **Financial Services Operations** &gt; **Workspace**.

2. Select the lists icon \(\[Omitted image "inline-data-vis-96px-list.png"\] Alt text: 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 **Playbook** tab.

6. In the **Processing** tab, select the transaction ID.

7. Select the **Alert merchant regarding dispute** task in **Dispute Workspace**.

8. On the form, fill in the required fields and any other related information that you have gathered.

9. In the **Merchant response** field, select one of the following options:

- **Accepted Dispute**: Merchant agrees to resolve the dispute with the cardholder. The dispute is resolved and the next task is displayed based on the policy. For more information, see [About Financial adjustments in Mastercard disputes](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/dispute-management/financial-adjustments.md).
- **Declined Dispute**: Merchant declines to resolve the dispute with the cardholder. The transaction dispute continues through the dispute process workflow stages.
10. Select **Add file** to attach supporting documents to the task.

**Note:** You must upload a single `.zip` file whenever you submit documents to Mastercard. For more information, see [Mastercard document requirements](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/mastercard-image-and-document-requirements.md).

11. Select **Close task**.

## Result

The task state updates to Closed Complete if the merchant resolves the dispute. If the merchant declines the dispute, the transaction continues through the dispute workflow stages.

**Parent Topic:**[Processing a Mastercard dispute](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/dispute-management/processing-mastercard-dispute-case.md)