Review participating merchant alerts

task brazil Updated Sep 10, 2026 2 min read alert-merchant-regarding-dispute.md

Alert the merchant about a card transaction dispute.

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

During the investigation stage of a transaction dispute, this task alerts the merchant to the disputed transaction. The merchant can choose to resolve the disputed transaction or decline to resolve the dispute.

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 Review participating merchant alerts task under the Investigation playbook stage.
On the form, fill in the required fields and any other related information.

In the Merchant response field, select one of the following options:
- Accepted Dispute- Merchant chose to resolve the dispute with the customer.
- Declined Dispute- Merchant declines to resolve the dispute with the customer.
In the  Remarks field, enter any comments.
Select one of the following actions.

Dispute task Action

To save changes to the task Select Update.

To close the task Select Close task.

Dispute task	Action
To save changes to the task	Select Update.
To close the task	Select Close task.

Result

The task state updates to Closed Complete. The outcome that the transaction sets to depends on the merchant's decision:

If the merchant resolves the dispute with the customer directly, the transaction moves to a Closed complete outcome.
If the merchant declines to resolve the dispute with the customer, the transaction dispute remains in the Work in progress state, and continues through the dispute process workflow stages.

Parent Topic:Investigating a dispute

72 lines · 3.2 KB Wrap lines

---
title: Review participating merchant alerts
description: Alert the merchant about a card transaction dispute.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/financial-services-operations/dispute-management/alert-merchant-regarding-dispute.html
release: brazil
product: Dispute Management
classification: dispute-management
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [Investigation, Resolving disputes without network integration, Processing, Use, Dispute Management, Banking applications, Financial Services Operations \(FSO\)]
---

# Review participating merchant alerts

Alert the merchant about a card transaction dispute.

## 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/brazil/markdown/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 **Review participating merchant alerts** task under the **Investigation** playbook stage.

7. On the form, fill in the required fields and any other related information.

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

- **Accepted Dispute**- Merchant chose to resolve the dispute with the customer.
- **Declined Dispute**- Merchant declines to resolve the dispute with the customer.
8. In the **Remarks** field, enter any comments.

9. Select one of the following actions.

|Dispute task|Action|
|------------|------|
|**To save changes to the task**|Select **Update**.|
|**To close the task**|Select **Close task**.|

## Result

The task state updates to Closed Complete. The outcome that the transaction sets to depends on the merchant's decision:

- If the merchant resolves the dispute with the customer directly, the transaction moves to a Closed complete outcome.
- If the merchant declines to resolve the dispute with the customer, the transaction dispute remains in the Work in progress state, and continues through the dispute process workflow stages.

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