Manage customer communication

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Provide a response and feedback to the customer for a decision made on a dispute, such as friendly fraud.

    Before you begin

    Role required: sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector

    About this task

    When you select the Decline dispute transaction option in the Detect friendly fraud activity, the Customer communication activity is displayed. Provide the customer feedback and the reason. You can accept or deny the response.

    Procedure

    1. Navigate to All > Financial Services Operations > Workspace.
    2. Select the lists icon (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 transaction ID in the transaction level playbook of the Processing tab.
      The Investigate stage is initiated for the transaction.
    7. Select the Customer communication activity.
    8. Select the Customer decision as Accepted or Denied.
      • When the customer decision is accepted, provide Customer feedback and select Mark complete. The dispute is marked as Closed Complete.
      • When the customer decision is denied, provide the Customer feedback. In the Action section, select one of the following.
      Final actionSteps
      Decline dispute transaction
      1. Provide a Resolution reason.
      2. Select Mark complete.

        The transaction is marked asClosed Rejected.
      Issue credit and write-off
      1. Provide the Resolution reason.
      2. Select Mark complete.

        The Issue credit activity is displayed.

      3. Provide the final credit and select Close task. The task is marked as Closed Complete.
      Proceed with dispute
      1. Provide a Resolution reason.
      2. Select Mark complete.

        The next activity Report fraud is displayed.

      3. Proceed with activities in the playbook as required. For more information about resolving fraud, see Report fraud to a card network.