Provide final credit to customer

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

If a merchant's representment was not approved as sufficient supporting evidence by the issuing bank, the issuing bank upholds the chargeback.

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 representment was not approved as sufficient supporting evidence by the issuing bank, the issuing bank upholds the chargeback, and final credit is provided 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 Issue final credit activity under the Chargeback playbook stage.
On the form, fill in the required fields and any other related information that you've gathered.
In the Remarks 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 task Select Close task.

Dispute activity	Action
To close the task	Select Close task.

Result

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

Parent Topic:Initiating a chargeback

66 lines · 2.9 KB Wrap lines

---
title: Provide final credit to customer
description: If a merchant's representment was not approved as sufficient supporting evidence by the issuing bank, the issuing bank upholds the chargeback.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/financial-services-operations/dispute-management/provide-final-credit-to-customer.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 \(FSO\)]
---

# Provide final credit to customer

If a merchant's representment was not approved as sufficient supporting evidence by the issuing bank, the issuing bank upholds the chargeback.

## 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

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

## 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 **Issue final credit** activity under the Chargeback playbook stage.

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

8. In the **Remarks** field, enter any comments.

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

10. Close the task from the playbook.

|Dispute activity|Action|
|----------------|------|
|**To close the task**|Select **Close task**.|

## 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)