---
sourceDocument: Australia Financial Services Operations
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/financial-services-operations

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Dispute communication initiation

# Dispute communication initiation {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

Initiate customer communication after the final decision on ACH dispute resolution is completed.

## Vorbereitungen

Role required: sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector  
Hinweis:  
When the ACH disputes resolution agentic workflow in Now Assist for FSO is enabled, the dispute communication AI Agent is available to assist you at this step. See [Dispute communication AI agent](https://servicenow-prod.fluidtopics.net/~QP6e4Ws3ZYoEwEWV~RSyw "The Dispute communication AI agent automatically picks the appropriate email template for customer communication, including outcomes, denials, and follow-ups based on the transaction details.") for more information.

## Prozedur

1. Navigate to AllFinancial Services OperationsWorkspace.
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.
   {#fso-ach-dispute-communication__choices_xtc_cfz_25b}
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. In Open Tasks, select Dispute communication initiation.
8. In the email composer or by selecting the customer's email, compose the message to be sent.
9. If more information is being requested from ODFI, indicate the Merchant response received after ODFI's reply:  
   * Declined dispute: The merchant declines the dispute as invalid.
   * Accepted dispute: The merchant accepts the dispute as valid.
   {#fso-ach-dispute-communication__ul_a13_c1p_fhc}
10. If the dispute is denied, indicate the Customer response received after the customer's reply:  
    * Accepted: The customer accepts that the dispute has been denied.
    * Denied: The customer denies the dispute decision and is asked to provide support documents to strengthen their claim.
    {#fso-ach-dispute-communication__ul_dxm_k1p_fhc}
11. Enter any customer feedback or remarks.
12. Close the task.