---
sourceDocument: Xanadu Financial Services Operations
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/financial-services-operations

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Create a card dispute service case

# Create a card dispute service case {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

An agent can begin the card dispute or report a dispute by creating a dispute case on behalf of a
customer.

## Before you begin

Role required: sn_bom_credit_card.dispute_agent, sn_bom_credit_card.dispute_agent_connector, or sn_bom_credit_card.contributor  
Note:  
The applicable universal contributor role can also be assigned to create a case. For more information, see [User roles and FSO Business rules](https://servicenow-prod.fluidtopics.net/~i7Frj5784dhlVowp3Idrw "This section defines the various roles within FSO Core and explains the business rules that guide the system’s actions.").  
Important:  
For the agent connector or contributor role to work, they must be combined with one of the roles in CSM industry data model or Contributor users. For more information, see [Roles and Personas](https://servicenow-prod.fluidtopics.net/_k8aAtmWw~gvbSaui5WAKQ "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.").

## Procedure

1. Navigate to AllFinancial Services OperationsWorkspace.
2. Select the lists icon.
3. Create a case from the dispute service case list or an interaction record.

   | Option | Steps |
   | Dispute case from the dispute case list | 1. In the Lists tab, under Card disputes service cases, click All. 2. Select New. |
   | Dispute case from an interaction record | 1. In the Lists tab, under Interactions, click My Interactions. 2. Open the required interaction record for the customer. 3. Select Create Case. For information on how to create an interaction, see [Create an interaction](https://www.servicenow.com/docs/access?context=create-interactions&version=xanadu&pubname=xanadu-servicenow-platform&ft:locale=en-US). |
   |-|-|

   {#create-dispute-service-case__choicetable_z4t_j3h_gmb}
4. In the Create a new case dialog box, select Card disputes services from the category list.
5. From the Select service list, select Dispute card transactions.
6. Select Create.

## Result

* A dispute service case is created in the New state.
* The dispute agent can continue working through the Initiate phase of the case. See [Initiate a dispute](https://servicenow-prod.fluidtopics.net/WeEcHDLBAf6gKCLQn3lv4w "Begin a dispute case in Financial Services Card Operations for a transaction associated with a card account. You can enter dispute information, fill out the dispute questionnaire, upload supporting documentation, and submit the case for investigation.").

*[\>]: and then