Make a decision on chargeback, write off, or transaction denial

task brazil Updated Sep 10, 2026 2 min read make-decision-on-chargeback.md

Determine whether to initiate a chargeback for a transaction if the cardholder hasn’t yet received the final credit.

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

Recovery option task to choose whether to pursue chargeback for a transaction where final credit to the card holder is provided.

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.
In the Processing tab, select the transaction ID.
Select the Make decision on chargeback, write off or transaction denial task in Dispute Workspace.
On the form, fill in the required fields and any other related information.
In the Pursue recovery drop-down, select one of the following.

Yes

The relevant tasks for the transaction trigger for the Chargeback stage.

The Deny dispute drop-down is displayed. Select one of the following options:- Yes to deny the dispute. No credit is provided to the cardholder for the disputed transaction. The dispute life-cycle ends.

No to write off the final credit to the card holder. The task moves forward based on the policy. For more information about Financial adjustments, see About Financial adjustments in Mastercard disputes.

10. Select **Add file** to attach supporting documents to the task.

**Note:** You must upload a single `.zip` file whenever you submit documents to Mastercard. For more information, see [Mastercard document requirements](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/financial-services-operations/mastercard-image-and-document-requirements.md).

Select Continue.

Result

If the decision is to deny the dispute, the transaction task state updates to Closed complete.

Parent Topic:Processing a Mastercard dispute

85 lines · 3.9 KB Wrap lines

---
title: Make a decision on chargeback, write off, or transaction denial
description: Determine whether to initiate a chargeback for a transaction if the cardholder hasn’t yet received the final credit.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/financial-services-operations/dispute-management/make-decision-on-chargeback.html
release: brazil
product: Dispute Management
classification: dispute-management
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [Investigate, Processing a Mastercard dispute, Resolving disputes with Mastercard, Processing, Use, Dispute Management, Banking applications, Financial Services Operations \(FSO\)]
---

# Make a decision on chargeback, write off, or transaction denial

Determine whether to initiate a chargeback for a transaction if the cardholder hasn’t yet received the final credit.

## 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

Recovery option task to choose whether to pursue chargeback for a transaction where final credit to the card holder is provided.

## 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.  In the **Processing** tab, select the transaction ID.

7.  Select the **Make decision on chargeback, write off or transaction denial** task in **Dispute Workspace**.

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

9.  In the **Pursue recovery** drop-down, select one of the following.

<table id="choicetable_gwh_bjs_3fcc"><tbody><tr><td id="d102239e217">

**Yes**

</td><td>

The relevant tasks for the transaction trigger for the **Chargeback** stage.

</td></tr><tr><td id="d102239e229">

**No**

</td><td>

The **Deny dispute** drop-down is displayed. Select one of the following options:-   **Yes** to deny the dispute. No credit is provided to the cardholder for the disputed transaction. The dispute life-cycle ends.
-   **No** to write off the final credit to the card holder. The task moves forward based on the policy. For more information about Financial adjustments, see [About Financial adjustments in Mastercard disputes](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/financial-services-operations/dispute-management/financial-adjustments.md).


</td></tr></tbody>
</table>10. Select **Add file** to attach supporting documents to the task.

    **Note:** You must upload a single `.zip` file whenever you submit documents to Mastercard. For more information, see [Mastercard document requirements](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/financial-services-operations/mastercard-image-and-document-requirements.md).

11. Select **Continue**.


## Result

If the decision is to deny the dispute, the transaction task state updates to **Closed complete**.

**Parent Topic:**[Processing a Mastercard dispute](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/financial-services-operations/dispute-management/processing-mastercard-dispute-case.md)