---
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


---

# Investigation

# Investigating a dispute {#ariaid-title1}

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

Complete tasks such as determining a recovery option, writing off a disputed transaction amount, and provide immediate final credit, notify the merchant, initiate provisional credit, determine reversal of provisional credit,
and investigate the transaction.
* **[Detect friendly fraud](https://servicenow-prod.fluidtopics.net/xmjnLr22EMWbMA0LLtoInQ)**   
  Detect friendly fraud and determine the course of actions required depending on the amount being disputed, the customer relationship, and the outcome of the detection logic.
* **[Manage customer communication](https://servicenow-prod.fluidtopics.net/E419WkY252c_rPVfa1qsFQ)**   
  Provide a response and feedback to the customer for a decision made on a dispute, such as friendly fraud.
* **[Issue provisional credit](https://servicenow-prod.fluidtopics.net/RDyAakB8ENWxHNTmiqtvuQ)**   
  Initiate temporary provisional credit to the card holder.
* **[Determine recovery option for providing final credit](https://servicenow-prod.fluidtopics.net/SDjTqSDM~quy96ctvAlmqw)**   
  Complete the Recovery option task to choose whether to pursue chargeback for a transaction where final credit to the card customer will be provided.
* **[Investigate transactions](https://servicenow-prod.fluidtopics.net/4cFGZEViqP5Xhswh1jsnOg)**   
  If a merchant refuses a transaction dispute, the case may move to the manual investigation task.
* **[Provide immediate final credit](https://servicenow-prod.fluidtopics.net/BO~K_TuWnUsKukVuyKjgLg)**   
  Issue immediate final credit to the card holder.
* **[Review participating merchant alerts](https://servicenow-prod.fluidtopics.net/Y1pyLUO~fDHHuaqtnFBy2A)**   
  Alert the merchant about a card transaction dispute.