Determine recovery option for providing final credit

task australia Updated Sep 10, 2026 1 min read recovery-option-for-final-credit.md

Complete the Recovery option task to choose whether to pursue chargeback for a transaction where final credit to the card customer will be provided.

Before you begin

Role required: sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector

About this task

A chargeback is bank initiated, pursued when a card provider requests from the merchant the return to the customer of lost funds on a fraudulent or disputed transaction. If chargeback will not be pursued, the agent selects whether to deny or write off the transaction.

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 Recovery option task under the Investigation playbook stage.
Select the recovery 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 Pursue chargeback field, select whether the determination is to pursue chargeback from the merchant.

In the Deny dispute field, select whether the determination is to deny the dispute.

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 Recovery option task Select Close.

Dispute activity	Action
To close the Recovery option task	Select Close.

Result

If determination was made to deny the dispute, the transaction task state updates to Closed complete.
If determination was made to pursue chargeback, the relevant tasks for the transaction will trigger for the Chargeback stage.

Parent Topic:Investigating a dispute

69 lines · 3.1 KB Wrap lines

---
title: Determine recovery option for providing final credit
description: Complete the Recovery option task to choose whether to pursue chargeback for a transaction where final credit to the card customer will be provided.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/financial-services-operations/dispute-management/recovery-option-for-final-credit.html
release: australia
product: Dispute Management
classification: dispute-management
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Investigation, Resolving disputes without network integration, Processing, Use, Dispute Management, Banking applications, Financial Services Operations \(FSO\)]
---

# Determine recovery option for providing final credit

Complete the Recovery option task to choose whether to pursue chargeback for a transaction where final credit to the card customer will be provided.

## Before you begin

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

## 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 **Recovery option** task under the Investigation playbook stage.

7. Select the recovery 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 **Pursue chargeback** field, select whether the determination is to pursue chargeback from the merchant.
- In the **Deny dispute** field, select whether the determination is to deny the dispute.
10. In the **Work notes** field, enter any comments.

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

12. Close the task from the playbook.

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

## Result

- If determination was made to deny the dispute, the transaction task state updates to Closed complete.
- If determination was made to pursue chargeback, the relevant tasks for the transaction will trigger for the Chargeback stage.

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