--- title: Review and respond to collaboration description: The merchant responds to the collaboration by either providing a refund, a voucher, or a First-Party Trust evidence. If the collaboration isn’t successful, then the second presentment is awaited. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/financial-services-operations/dispute-management/review-respond-collaboration.html release: australia product: Dispute Management classification: dispute-management topic_type: task last_updated: "2026-03-12" reading_time_minutes: 8 breadcrumb: [Chargeback, Processing a Mastercard dispute, Resolving disputes with Mastercard, Processing, Use, Dispute Management, Banking applications, Financial Services Operations \(FSO\)] --- # Review and respond to collaboration The merchant responds to the collaboration by either providing a refund, a voucher, or a First-Party Trust evidence. If the collaboration isn’t successful, then the second presentment is awaited. ## 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/australia/markdown/australia/financial-services-operations/fso-combine-csm-industry-roles.md). ## About this task In this task, three scenarios are possible: merchant responds to collaboration by either a voucher, a refund or a First-Party Trust evidence. - **Voucher**: - If the cardholder accepts the voucher, the dispute ends and the transaction moves to Financial adjustments 1. For more information, see [About Financial adjustments in Mastercard disputes](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/dispute-management/financial-adjustments.md). - If the cardholder rejects the voucher, the process awaits a second presentment from the merchant. - **Refund**: - If the cardholder receives and accepts the refund, the dispute ends and the transaction moves to Financial adjustments 1. - If the refund isn’t received, the agent raises a **Second first chargeback** and waits for the merchant's second presentment. - **First-Party Trust** evidence indicating that this is a valid transaction: - If the cardholder agrees with the provided First-Party Trust evidence, the dispute ends and the transaction moves to Financial adjustments 1. - If the cardholder disagrees with the provided First-Party Trust evidence, the agent raises a **Second first chargeback** and waits for the merchant's second presentment. For the second presentment: - If not received, the case favors the cardholder and the transaction moves to Financial adjustments 1, ending the dispute. - If received, the transaction progresses to the next task [Review chargeback response and decide on pre-arbitration or arbitration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/dispute-management/review-and-decide-prearbitration.md) in the chargeback process. If Card Data Security is installed and configured, **Attachments** in the contextual side panel will handle files differently in transaction records. For more information, see [Manage attachments in Card Data Security](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/dispute-management/manage-attachments-in-card-data-security.md). ## Procedure 1. Navigate to **All** > **Financial Services Operations** > **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 **Review and respond to collaboration** task in **Dispute Workspace**. 8. On the form, fill in the required fields and any other related information. 9. 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/australia/markdown/australia/financial-services-operations/mastercard-image-and-document-requirements.md). 10. Select one of the following options from the **Merchant's Response to Collaboration** drop-down list to specify the merchant's response to the chargeback. **Note:** In case of integration with Mastercard's Mastercom APIs, the **Merchant's Response to Collaboration** drop-down list automatically shows the merchant response and you can't edit it.
Option Result
**__Refund__** Select this option if a refund is provided by the merchant. The **Customer Decision** drop-down is displayed. Select one of the following options: - Select **Accepted** if the cardholder has agreed for the settlement in the form of a refund. The transaction moves to Financial adjustments 1 and the dispute life cycle ends. - Select **Denied** if the cardholder has denied the refund. Now, the second presentment is awaited from the merchant. - Select **Continue**. If you select **Denied**, the **Create second first chargeback** option becomes available. Select this option to deny the refund and go for a second first chargeback. **Note:** If an error message is displayed in the **Activity** work notes, the **Create second first chargeback** button displays again to retry. The **Second presentment from the merchant** drop-down is displayed. Select one of these options. - **Yes** to indicate that a second presentment is received from the merchant. The [Review chargeback response and decide on pre-arbitration or arbitration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/dispute-management/review-and-decide-prearbitration.md) task displayed. - **No** if there’s no second presentment from the merchant. The case goes in the favor of the cardholder and the transaction moves to Financial adjustments 1 and the dispute life cycle ends. For more information, see [About Financial adjustments in Mastercard disputes](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/dispute-management/financial-adjustments.md).
**__Voucher__** Select this option if a voucher is provided by the merchant. The **Customer Decision** drop-down is displayed. Select one of these options. - Select **Accepted** if the cardholder has agreed for the settlement in the form of a voucher. The **Update credit voucher** option becomes available. Select this option to accept the credit. The transaction moves to Financial adjustments 1 [About Financial adjustments in Mastercard disputes](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/dispute-management/financial-adjustments.md) and the dispute life-cycle ends. **Note:** If an error message is displayed in the **Activity** work notes, the **Update credit voucher** button displays again to retry. - Select **Denied** to deny the voucher and go for a second presentment chargeback. The **Update credit voucher** option becomes available. Select this option. The **Second presentment from the merchant** drop-down is displayed. Select one of these options. - Select **Yes** to indicate that a second presentment is received from the merchant. The [Review chargeback response and decide on pre-arbitration or arbitration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/dispute-management/review-and-decide-prearbitration.md) task displayed. - Select **No** if there’s no second presentment from the merchant. The case goes in the favor of the cardholder and the transaction moves to Financial adjustments 1 and the dispute life cycle ends.
**__First-Party Trust__** Select this option if the merchant has responded with a First-Party Trust evidence indicating that this is a valid transaction.The **Customer Decision** drop-down is displayed. Select one of the following options: - Select **Accepted** if the cardholder accepts the merchant response. The transaction moves to Financial adjustments 1 and the dispute life cycle ends. - Select **Denied** if the cardholder disagrees with the merchant response. Now, the second presentment is awaited from the merchant. - Select **Continue**. If you select **Denied**, the **Create second first chargeback** option becomes available. Select this option to go for a second first chargeback. **Note:** If an error message is displayed in the **Activity** work notes, the **Create second first chargeback** button displays again to retry. The **Second presentment from the merchant** drop-down is displayed. Select one of these options. - **Yes** to indicate that a second presentment is received from the merchant. The [Review chargeback response and decide on pre-arbitration or arbitration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/dispute-management/review-and-decide-prearbitration.md) task displayed. - **No** if there’s no second presentment from the merchant. The case goes in the favor of the cardholder and the transaction moves to Financial adjustments 1 and the dispute life cycle ends. For more information, see [About Financial adjustments in Mastercard disputes](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/dispute-management/financial-adjustments.md).
**Note:** In case of integration with Mastercard's Mastercom APIs, if the task state changes to Document Upload Pending after you select **Create second first chargeback**, then the attached document is not uploaded to Mastercard. 11. To reupload the document, delete and replace your attachment with one that meets Mastercard's requirements then select **Upload document**. For more information, see [Mastercard document requirements](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/mastercard-image-and-document-requirements.md). 12. Select **Close task**. ## What to do next Based on the collaboration with the merchant and cardholder decision, one of these tasks is displayed: - For the second presentment value marked as **Yes**, the next task [Review chargeback response and decide on pre-arbitration or arbitration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/dispute-management/review-and-decide-prearbitration.md) is displayed. - For the second presentment value marked as **No**, outcomes depend on the policy, see [About Financial adjustments in Mastercard disputes](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/dispute-management/financial-adjustments.md). **Parent Topic:**[Chargeback in Mastercard transaction disputes](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/dispute-management/chargeback-stage-mastercard.md)