Using Dispute Rules Content Pack for Nacha

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Using Dispute Rules Content Pack for Nacha

    The Dispute Rules Content Pack for Nacha assists agents in determining the correct reason code for ACH transaction disputes, following Nacha operating guidelines. This process is initiated when an agent disputes a transaction, leading to a dispute service case that outlines specific tasks based on the case details.

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    Key Features

    • Create a dispute service case: Agents can initiate a dispute by entering initial case information or a customer can raise a case through the customer portal.
    • Initiate and submit a dispute: Agents or customers provide necessary details, including financial accounts and the Written Statement of Unauthorized Debit (WSUD) for ACH disputes.
    • Investigate the case: Investigation agents utilize a playbook to issue provisional credits, review guidelines, and may receive AI support if Now Assist for Financial Services Operations (FSO) is integrated.
    • Knowledge Base article: A comprehensive article is available with reason codes and eligibility rules, aiding agents in manually evaluating chargebacks or guiding AI recommendations.

    Key Outcomes

    By utilizing this content pack, ServiceNow customers can streamline the dispute process, ensure compliance with Nacha guidelines, and enhance the efficiency of transaction investigations. Agents will have the necessary tools to manage disputes effectively, leading to improved customer satisfaction and adherence to regulatory standards.

    By using the Dispute Rules Content Pack for Nacha, your agents can help customers to determine the correct reason code for automated clearing house (ACH) transaction disputes based on Nacha operating guidelines. Agents use the predefined logic in the content pack, as well as a knowledge base article outlining the eligibility rules, required documentation, and timelines for each return code.

    Overview of using Dispute Rules Content Pack for Nacha

    When an agent disputes a transaction on behalf of a customer, a dispute service case begins and the dispute transaction flow is triggered. This flow includes the various tasks that are specific to the case details. As a task in the case is closed, the next task is created.

    1. Create a dispute service case.
      A new dispute case is raised by:

      • The agent initiating the dispute service process by entering the initial case information and creating a dispute case on behalf of a customer.

      • A customer raising a new case from the customer portal.

    2. Initiate and submit a dispute.

      The agent or the customer enters the dispute details, including the financial account, the disputed transactions, and answers to the dispute questionnaire. For an ACH dispute, the customer will also provide documented proof, including the Written Statement of Unauthorized Debit (WSUD). The case is then submitted for investigation.

    3. Investigate the case.

      The investigation agent follows the dispute investigation playbook and completes the activities, including issuing provisional credit, and reviewing Nacha operating guidelines.

      If Now Assist for Financial Services Operations (FSO) is integrated in the workflow, AI agents will provide additional guidance, such as merchant analysis, insights into Nacha guidelines, and ACH dispute return recommendations.

      The agent will then file the return, deny the dispute, or follow up with the Originating Depository Financial Institution (ODFI).

    ACH chargeback eligibility rules Knowledge Base article

    Dispute Rules Content Pack for Nacha includes a Knowledge Base article that contains a table of reason codes and the corresponding eligibility rules.

    To access the knowledge base article:
    1. Navigate to All > Knowledge Center
    2. Navigate to the knowledge base Dispute Compliance Documents.
    3. Open the knowledge base article NACHA Operating Guidelines for Return Codes.

    Dispute agents may use the KB article to manually evaluate whether an ACH transaction is eligible for chargeback.

    If Now Assist for Financial Services Operations (FSO) is installed, an AI agent in the ACH disputes processing agentic workflow will refer to this KB article to recommend if a transaction is eligible for chargeback.