Dispute communication initiation

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

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

    Antes de Iniciar

    Role required: sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector

    Nota:
    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 for more information.

    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. 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.
    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.
    11. Enter any customer feedback or remarks.
    12. Close the task.