Issue provisional credit

Initiate temporary provisional credit to the Mastercard 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

1. Navigate to All > Financial Services Operations > Workspace.

2. Select the lists icon (

1. 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.

2. Select the Playbook tab.

3. In the Processing tab, select the transaction ID.

4. In the Issue provisional credit activity, enter the refund amount and details.

5. 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.

6. In the  Remarks field, enter any comments.

7. 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:Processing a Mastercard dispute