Detect friendly fraud

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 2 min. de leitura

    • 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.

    Antes de Iniciar

    Role required: sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector

    Por Que e Quando Desempenhar Esta Tarefa

    Friendly fraud occurs when a consumer makes a legitimate purchase but later disputes the transaction, claiming it was unauthorized or that they didn't receive the product or service. To detect friendly fraud accurately, a set of predefined rules is applied to disputed transactions.

    By default, transactions are flagged for friendly fraud if they:
    • Took place with the same merchant.
    • Were conducted using Visa cards.
    • Were made on the same card account.
    • Occur within 120 to 365 days from each other.
    • Have no active fraud reports or disputes.
    • Have at least two matching core data elements (User ID, IP address, shipping address, device ID/fingerprint), with one being either IP address or device ID/fingerprint.

    The dispute agent can decline requests, issue credits, or proceed with chargebacks, along with modifying communication templates for customer interaction.

    Dispute agents can also use the Help resolve friendly fraud disputes agentic workflow in Now Assist for FSO to provide suggested actions and draft customer responses.

    Procedimento

    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. The Detect friendly fraud activity appears in the Investigate stage.
      If friendly fraud is not detected for the transaction, the activity will be marked as complete. The form is set to read-only and an information banner indicates that friendly fraud was not detected for this transaction.
    8. The transaction details along with the Evidence are displayed.
      If the Friendly fraud AI Agent in Now Assist for FSO is enabled and is triggered based on the rules in the agentic workflow, then the AI agent provides a recommendation for the dispute along with a valid reason. The AI agent guides the dispute agent using the Now Assist panel to select the appropriate action and provide the reasons for the selection of options.

      For more information, see Using agentic workflows in Now Assist for Financial Services Operations (FSO).

    9. Select one of the following options.
      ActionResult
      Decline dispute transaction
      1. Provide the reason for the decline and select Mark Complete.
      2. The next activity Customer communication is displayed. See Manage customer communication.
      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

      The Report fraud activity is displayed. Follow the further steps to resolve the fraud. For more information, see Report fraud to a card network.