Initiate chargeback and fill merchant response

task australia Updated Sep 10, 2026 1 min read initiate-chargeback-and-fill-merchant-responseallocation_0.md

This is a part of the allocation dispute workflow for the Chargeback stage. Initiate a chargeback request for the card network issuer to credit the card holder with the card network, and await a response from the merchant.

Before you begin

Role required: sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector

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 transaction ID from the playbook.
Select the Initiate chargeback and fill merchant response task.
The chargeback reason code and dispute amount is displayed.
Submit the request by selecting Initiate chargeback.

Result

The questionnaire data from the Initiate stage is sent to Visa. The task is set to the Awaiting External Info state, and the form is set to read-only during this waiting period. Once you receive the response, the transaction state changes to Work in Progress. The activity stream displays whether the request to Visa was successful. If the request fails, the Retrigger option appears to retry.

What to do next

After you initiate the chargeback for the dispute, if the acquirer is not happy, they can initiate pre arbitration. The Incoming pre arbitration received field is set to Yes or No and the next activity Review and respond to a pre-arbitration request is displayed.
Select Close task.

Parent Topic:Allocation dispute workflow

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---
title: Initiate chargeback and fill merchant response
description: This is a part of the allocation dispute workflow for the Chargeback stage. Initiate a chargeback request for the card network issuer to credit the card holder with the card network, and await a response from the merchant.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/financial-services-operations/dispute-management/initiate-chargeback-and-fill-merchant-responseallocation\_0.html
release: australia
product: Dispute Management
classification: dispute-management
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Allocation workflow, Initiate chargeback, Processing a Visa dispute, Managing disputes integrated with Visa, Processing, Use, Dispute Management, Banking applications, Financial Services Operations \(FSO\)]
---

# Initiate chargeback and fill merchant response

This is a part of the allocation dispute workflow for the **Chargeback** stage. Initiate a chargeback request for the card network issuer to credit the card holder with the card network, and await a response from the merchant.

## Before you begin

Role required: sn\_bom\_credit\_card.dispute\_agent or sn\_bom\_credit\_card.dispute\_agent\_connector

## 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 transaction ID from the playbook.

6. Select the **Initiate chargeback and fill merchant response** task.

7. The chargeback reason code and dispute amount is displayed.

8. Submit the request by selecting **Initiate chargeback**.

## Result

The questionnaire data from the Initiate stage is sent to Visa. The task is set to the **Awaiting External Info** state, and the form is set to read-only during this waiting period. Once you receive the response, the transaction state changes to **Work in Progress**. The activity stream displays whether the request to Visa was successful. If the request fails, the **Retrigger** option appears to retry.

## What to do next

1. After you initiate the chargeback for the dispute, if the acquirer is not happy, they can initiate pre arbitration. The **Incoming pre arbitration received** field is set to **Yes** or **No** and the next activity [Review and respond to a pre-arbitration request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/dispute-management/review-and-respond-to-pre-arbitration.md) is displayed.
2. Select **Close task**.

**Parent Topic:**[Allocation dispute workflow](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/dispute-management/allocation-dispute-work-flow.md)