Convert provisional credit to final credit

task australia Updated Sep 10, 2026 1 min read convert-provisional-credit-to-final-credit.md

Convert provisional credit previously issued to a customer to a final credit issuance.

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.

About this task

If a merchant's supporting representment evidence was not provided or approved as sufficient by the issuing bank, the issuing bank upholds the chargeback, and provisional credit previously issued to a customer is converted to final credit issued to the customer.

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.
Select the Convert provisional credit to final credit activity under the Chargeback playbook stage.
Select the convert provisional credit to final credit task that you want to complete.
On the form, fill in the required fields and any other related information that you've gathered.
In the Work notes field, enter any comments.
After you have entered the details in the task, select Update.
Close the task from the playbook.

Dispute activity Action

To close the Convert provisional credit to final credit task Select Close.

Dispute activity	Action
To close the Convert provisional credit to final credit task	Select Close.

Result

Once final credit issuance to the customer is submitted, the transaction task state updates to Closed complete.

Parent Topic:Initiating a chargeback

68 lines · 3.0 KB Wrap lines

---
title: Convert provisional credit to final credit
description: Convert provisional credit previously issued to a customer to a final credit issuance.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/financial-services-operations/dispute-management/convert-provisional-credit-to-final-credit.html
release: australia
product: Dispute Management
classification: dispute-management
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Initiating a chargeback, Resolving disputes without network integration, Processing, Use, Dispute Management, Banking applications, Financial Services Operations \(FSO\)]
---

# Convert provisional credit to final credit

Convert provisional credit previously issued to a customer to a final credit issuance.

## 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).

## About this task

## 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. Select the **Convert provisional credit to final credit** activity under the Chargeback playbook stage.

7. Select the convert provisional credit to final credit task that you want to complete.

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

9. In the **Work notes** field, enter any comments.

10. After you have entered the details in the task, select **Update**.

11. Close the task from the playbook.

|Dispute activity|Action|
|----------------|------|
|**To close the Convert provisional credit to final credit task**|Select **Close**.|

## Result

Once final credit issuance to the customer is submitted, the transaction task state updates to Closed complete.

**Parent Topic:**[Initiating a chargeback](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/dispute-management/initiate-a-chargeback.md)