---
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


---

# Investigating a dispute

# Investigating a dispute {#ariaid-title1}

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

Complete tasks such as determining a recovery option, writing off a disputed
transaction amount, and provide immediate final credit, notify the merchant, initiate
provisional credit, determine
reversal
of provisional credit, and investigate the transaction.
* **[Determine recovery option for providing final credit](https://servicenow-prod.fluidtopics.net/cUGbGFwt6T0LK2YRfoIWdw)**   
  Complete the Recovery option task to choose whether to pursue chargeback for a transaction where final credit to the card customer will be provided.
* **[Write off the disputed transaction amount](https://servicenow-prod.fluidtopics.net/mNFFwXXQ7ZDVz39q4ak~xw)**   
  Write off an uncollectible disputed transaction amount.
* **[Provide immediate final credit](https://servicenow-prod.fluidtopics.net/C6jSo6n851Sht6mZXXoxmQ)**   
  Issue immediate final credit to the card holder.
* **[Alert merchant regarding a dispute](https://servicenow-prod.fluidtopics.net/6ZAmOfuKBO~7g1lRgMO2Xg)**   
  Alert the merchant to a card transaction dispute.
* **[Provide provisional credit to customer](https://servicenow-prod.fluidtopics.net/GhsdT5453gr0Hk7nJQQrWA)**   
  Initiate temporary credit to the card holder.
* **[Manually investigate a disputed transaction](https://servicenow-prod.fluidtopics.net/njBV7SAmIxUKhu3wejGWAA)**   
  If a merchant refuses a transaction dispute, the case may move to the manual investigation task.