---
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


---

# Investigate transactions

# Investigate transactions {#ariaid-title1}

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

If a merchant refuses a transaction dispute, the case may move to the manual investigation task.

## Vorbereitungen

Role required:
sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector{#manually-investigate-disputed-transaction__dispute-agent-connector-role-prereq-reuse}  
Wichtig:  
For the agent connector role to work, it must be combined with one of the CSM industry data model roles. For more information, see [Roles and Personas](https://servicenow-prod.fluidtopics.net/IrRa5xztFFnnBmVlX8cgbg "Financial Services Operations (FSO) applications install agent connector and contributor roles to manage and monitor user privileges effectively. To provide the right level of access, these roles must be paired with roles in the CSM Industry data model and contributor user roles.").

## 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.
   {#manually-investigate-disputed-transaction__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. **Wahlweise:** In the transaction level playbook of the Processing tab, select the transaction ID.
7. Select the Investigate transactions activity under the Investigation playbook stage.
8. Review the chargeback eligibility and chargeback eligibility reasons for the disputed transaction.
9. Select whether to create a chargeback request in the Pursue chargeback drop-down list.  
   * <kbd class="ph userinput">Yes</kbd> - Pursue a chargeback from the merchant.
   * <kbd class="ph userinput">No</kbd> - Do not pursue chargeback from the merchant.
   {#manually-investigate-disputed-transaction__ul_npb_dbg_n2c}
10. On the form, fill in the required fields and any other related information that you have gathered.
11. **Wahlweise:** In the  Remarks field, enter any comments.
12. **Wahlweise:** Select Update to save your changes.
13. Select Continue.  
    The case is submitted to the dispute manager for review and approval when the chargeback eligibility is <kbd class="ph userinput">No</kbd> and the agent sets the Pursue Chargeback value to <kbd class="ph userinput">Yes</kbd>. After the manager approves the task, the user agent can continue with the dispute.
14. Select Initiate chargeback.
{#manually-investigate-disputed-transaction__steps_app_ngx_f5b}

## Ergebnisse

The dispute moves into the Chargeback stage.