Issue provisional credit

task brazil Updated Sep 10, 2026 1 min read provide-provisional-credit-to-customer.md

Initiate temporary provisional credit to the card holder.

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

A temporary credit is provided to the card holder to notify that the case is under investigation.

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.
In the Issue provisional credit task, enter the refund amount and details.
In the  Remarks field, enter any comments.
Close the task from the playbook.

Dispute activity Action

To save changes to the activity Select Update.

To Issue provisional credit to customer Select Close task.

Dispute activity	Action
To save changes to the activity	Select Update.
To Issue provisional credit to customer	Select Close task.

Parent Topic:Investigating a dispute

61 lines · 2.4 KB Wrap lines

---
title: Issue provisional credit
description: Initiate temporary provisional credit to the card holder.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/financial-services-operations/dispute-management/provide-provisional-credit-to-customer.html
release: brazil
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 \(FSO\)]
---

# Issue provisional credit

Initiate temporary provisional credit to the card holder.

## 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

A temporary credit is provided to the card holder to notify that the case is under investigation.

## 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. In the **Issue provisional credit** task, enter the refund amount and details.

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

9. Close the task from the playbook.

|Dispute activity|Action|
|----------------|------|
|**To save changes to the activity**|Select **Update**.|
|**To Issue provisional credit to customer**|Select **Close task**.|

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