Review merchant representment

task brazil Updated Sep 10, 2026 2 min read review-representment.md

Review the representment evidence provided by a merchant during a chargeback request. A representment is the process where a business can prove that a charge that is being questioned is valid and the consumer's charge should not be reversed.

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

If a merchant disagrees with a chargeback, they can submit representment evidence in an attempt to contest the chargeback and support their claim that a transaction is valid to their acquiring bank by representment. The issuing bank reviews the evidence and determines further action on the disputed transaction.

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 merchant representment activity under the Chargeback playbook stage.
On the form, fill in the required fields and any other related information that you've gathered.
Select Update to save your changes.
Select Continue.

If merchant representment is not accepted, the case is submitted to the dispute manager for review and approval.
Close the task from the playbook.

Dispute activity Action

To close the task Select Close task.

Dispute activity	Action
To close the task	Select Close task.

Result

The task state moves to the Closed complete state.

If the representment is accepted and the transaction has provisional credit, proceed to Reverse provisional credit. If the representment is accepted with no provisional credit, proceed to Return funds to merchant.

If the representment is not accepted, proceed to Provide final credit to customer or Convert provisional credit to final credit.

Parent Topic:Initiating a chargeback

72 lines · 4.1 KB Wrap lines

---
title: Review merchant representment
description: Review the representment evidence provided by a merchant during a chargeback request. A representment is the process where a business can prove that a charge that is being questioned is valid and the consumer's charge should not be reversed.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/financial-services-operations/dispute-management/review-representment.html
release: brazil
product: Dispute Management
classification: dispute-management
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [Initiating a chargeback, Resolving disputes without network integration, Processing, Use, Dispute Management, Banking applications, Financial Services Operations \(FSO\)]
---

# Review merchant representment

## 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 merchant representment** activity under the Chargeback playbook stage.

7. On the form, fill in the required fields and any other related information that you've gathered.

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

9. Select **Continue**.

If merchant representment is not accepted, the case is submitted to the dispute manager for review and approval.

10. Close the task from the playbook.

|Dispute activity|Action|
|----------------|------|
|**To close the task**|Select **Close task**.|

## Result

The task state moves to the Closed complete state.

If the representment is accepted and the transaction has provisional credit, proceed to [Reverse provisional credit](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/financial-services-operations/dispute-management/reverse-provisional-credit.md). If the representment is accepted with no provisional credit, proceed to [Return funds to merchant](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/financial-services-operations/dispute-management/refund-merchant.md).

If the representment is not accepted, proceed to [Provide final credit to customer](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/financial-services-operations/dispute-management/provide-final-credit-to-customer.md) or [Convert provisional credit to final credit](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/financial-services-operations/dispute-management/convert-provisional-credit-to-final-credit.md).

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