Initiate chargeback and fill merchant response

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

This is a part of the collaboration dispute workflow for the Chargeback stage. Initiate a chargeback request for the card network issuer to credit the customer 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.
Review the details and add any other details.
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

Review the response from the merchant and fill the further details.

After you receive the merchant's response, the Dispute response field is set to Yes or No and the next activity Review a dispute response and initiate pre-arbitration is displayed.
Select Close task. The next task appears based on the selected option.

Parent Topic:Collaboration dispute workflow

61 lines · 3.2 KB Wrap lines

---
title: Initiate chargeback and fill merchant response
description: This is a part of the collaboration dispute workflow for the Chargeback stage. Initiate a chargeback request for the card network issuer to credit the customer with the card network and await a response from the merchant.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/financial-services-operations/dispute-management/initiate-chargeback-and-fill-merchant-response.html
release: brazil
product: Dispute Management
classification: dispute-management
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Collaboration 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 collaboration dispute workflow for the **Chargeback** stage. Initiate a chargeback request for the card network issuer to credit the customer 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. Review the details and add any other details.

9. 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

Review the response from the merchant and fill the further details.

1. After you receive the merchant's response, the **Dispute response** field is set to **Yes** or **No** and the next activity [Review a dispute response and initiate pre-arbitration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/financial-services-operations/dispute-management/review-dispute-response-and-create-pre-arbitration.md) is displayed.
2. Select **Close task**. The next task appears based on the selected option.

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