Check the current payment and case state before promising or issuing another credit.
Check the case
- Find the original payment and disputed amount.
- Check any refund reference and status.
- Read the actions available in the open dispute.
- Ask the processor about an unclear or duplicate credit.
A refund promise, a submitted refund and a resolved dispute are separate events. Confirm the permitted resolution through the processor.
Prepare the source record
Use the evidence checklist and submission workflow. For writing, see the response guide.