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Moving cases through their stages is a core part of dispute resolution. In the Disputes portal, you advance a case by transitioning it, and each transition is recorded along with the evidence and documents attached at that point. For a full overview of the dispute lifecycle stages, see About Disputes. For the specific transitions available for Visa and Mastercard cases, see Managing Visa Disputes and Managing Mastercard Disputes.

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How transitions work

The Transitions module on the Dispute Lifecycle tab shows a case’s progression in reverse chronological order, so the most recent action appears first. From the Transitions module you can expand any transition to review the evidence from all parties, view attached documents, add information, or move the case to the next stage. The available transitions depend on the current state of the case. To move a case forward, locate the Execute Action button and select the appropriate transition from the options presented. The transitions available to you reflect what actions are valid for that case at that point in the lifecycle.
Review the evidence and documents attached to the most recent transition before you move a case forward, so your decision reflects the latest information on the case.

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Completing a transition

Regardless of the specific transition, the process follows the same general pattern:
1
Locate the Execute Action button on the Dispute Lifecycle tab.
2
Select the transition you want to execute, for example Withdraw and Close.
3
Choose the appropriate Loss Reason from the dropdown menu if one is required.
4
Review the Guidance text that appears, which explains when that option is applicable.
5
Check the box for any Required Evidence. The system shows “1/1 required” when the requirement is met.
6
Add or generate a Transition Note to document the reasoning behind the action.
7
Click the action button to complete the transition.
Some transitions permanently close a dispute case and cannot be undone. The Disputes portal displays a warning before you complete these actions.

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Example: Withdraw and close

Withdrawing ends a case before resolution. After navigating to the case you want to withdraw:
1
Locate the Execute Action button.
2
Click Withdraw and Close.
3
Choose the appropriate Loss Reason from the dropdown menu.
4
Review the Guidance text that appears, which explains when that loss reason applies.
5
Check the box for the Required Evidence. The system indicates how many items are required and shows “1/1 required” when the requirement is met.
6
Update the pre-set withdrawal reason template with specific details about why the case is being withdrawn.
7
Click Complete action or Program writeoff, depending on the outcome you need.
A warning appears stating that the action will permanently close the dispute case. Make sure you want to proceed before completing it.

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Best practices

A consistent approach to transitions keeps cases clean and auditable:
  • Review thoroughly. Complete all verification steps before transitioning a case.
  • Document your work. Add clear transition notes that explain your actions.
  • Verify evidence. Carefully review all acquirer documentation before transitioning.
  • Request information when needed. Ask cardholders for clarification or additional documentation if a case calls for it.
  • Attach all documents. Make sure required files are uploaded before you complete a transition.

Related topics

Working Within a CaseAbout the Disputes PortalCreate, Submit, and Manage a DisputeAbout Personal Identification NumbersFinding and Organizing Cases