Review ACH dispute return recommendation

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read

    • The ACH dispute return recommendation AI agent analyzes disputed transactions based on merchant analysis and Nacha eligibility. The agent recommends actions based on historical data, and applies predefined rules when data is limited.

    Before you begin

    Role required: sn_bom_credit_card.dispute_agent_connector, sn_bom_credit_card.dispute_agent, and now_assist_panel_user.

    About this task

    This agent reviews past disputes with similar transaction values to recommend an action: Deny, File return, or Follow up with ODFI along with a reason for the recommendation.

    Procedure

    1. Navigate to Workspaces > Financial Services Workspace and open a card dispute.
    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 the case you want to work on.
    5. Select the Playbook tab.
    6. In the Processing tab, select the transaction ID.
    7. If the task isn’t assigned to an agent and once the dispute agent selects Assign to me the AI agent is invoked.
      Note:
      If the task is already assigned to the dispute agent, then the recommendations provided by the AI agent are automatically displayed.
    8. The AI agent prompts for one of these actions:
      • Deny
      • File Return
      • Followup ODFI

      Recommendation AI agent

    9. Based on the AI agent's analysis, the dispute agent can select these options on the workspace.
      • Apply Recommendation: The dispute agent selects this option to accept the recommendation after reviewing the analysis.
      • Ask a follow up: The dispute agent selects this option only if they aren’t sure about the analysis done and want to verify further. The analysis is then displayed in the Now Assist panel.
    10. Once the dispute agent selects Apply Recommendation option for the selected transaction, the recommended Outcome and Rationale on the recommendation card component are copied to the Final action and Resolution reason respectively and the task is closed.
    11. You can also access the recommendation for the analysis as follows.
      1. Select the Now Assist panel icon (now assist panel icon) and open the active chat for the disputed transaction.
      2. In the chat, the AI agent generates a recommendation for the dispute with a rationale.
        Note:
        If the dispute agent disagrees with the analysis, then a rationale is prompted by the AI agent for the disagreement. On providing a valid rationale, the task proceeds to the next task.
    12. Once the dispute agent selects the appropriate action, the ACH dispute return recommendation action is updated with the Final action and Resolution reason.

      For information about recommendation analysis in ACH disputes, see and Review ACH dispute return recommendation.

    Result

    Based on the response from the dispute agent, the Final action field is updated with one of the following options: File return, Deny, or Followup ODFI and the workflow moves to the next task or Dispute communication AI agent.