Investigate Visa transactions

task brazil Updated Sep 10, 2026 1 min read manually-investigate-disputed-transaction-visa.md

If a merchant refuses a transaction dispute, the case may move to the manual investigation task.

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.

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 to open the Dispute Workspace of the transaction.
Select the Investigate transactions task under the Dispute Workspace.
Select whether to create a chargeback request in the Pursue chargeback drop-down list.
- Yes - Pursue a chargeback from the merchant.
- No - Do not pursue chargeback from the merchant.
Fill in the required fields in the form, and any other related information that you have gathered.
In the Remarks field, enter any comments.
Select Update to save your changes.
Select Continue.

The case is submitted to the dispute manager for review and approval when the chargeback eligibility is No and the agent sets the Pursue Chargeback value to Yes. After the manager approves the task, the user agent can continue with the dispute.
Select Initiate dispute.

Result

A dispute is initiated.

Parent Topic:Investigate stage

66 lines · 2.9 KB Wrap lines

---
title: Investigate Visa transactions
description: If a merchant refuses a transaction dispute, the case may move to the manual investigation task.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/financial-services-operations/dispute-management/manually-investigate-disputed-transaction-visa.html
release: brazil
product: Dispute Management
classification: dispute-management
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Investigate, Processing a Visa dispute, Managing disputes integrated with Visa, Processing, Use, Dispute Management, Banking applications, Financial Services Operations \(FSO\)]
---

# Investigate Visa transactions

If a merchant refuses a transaction dispute, the case may move to the manual investigation task.

## 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).

## 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 to open the **Dispute Workspace** of the transaction.

6. Select the **Investigate transactions** task under the **Dispute Workspace**.

7. Select whether to create a chargeback request in the **Pursue chargeback** drop-down list.

- `Yes` - Pursue a chargeback from the merchant.
- `No` - Do not pursue chargeback from the merchant.
8. Fill in the required fields in the form, and any other related information that you have gathered.

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

10. Select **Update** to save your changes.

11. Select **Continue**.

The case is submitted to the dispute manager for review and approval when the chargeback eligibility is `No` and the agent sets the **Pursue Chargeback** value to `Yes`. After the manager approves the task, the user agent can continue with the dispute.

12. Select **Initiate dispute**.

## Result

A dispute is initiated.

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