---
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


---

# Manually investigate a disputed transaction

# Manually investigate a disputed transaction {#ariaid-title1}

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

If a merchant
refuses
a transaction dispute, the case may move to the manual investigation task.

## Before you begin

Role required:
sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector{#manually-investigate-disputed-transaction__dispute-agent-connector-role-prereq-reuse}  
Important:  
For the agent connector role to work, it must be combined with one of the CSM industry data model roles. 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.").

## About this task

When
a case moves to the Manual investigation task, a dispute agent reviews case details
to determine if there is potential fraud involved. For transactions disputed under
the reason of "Unrecognized transaction" or "Stolen card", the selection made from
the Potential fraud field determines the next steps that the case moves
to. For other dispute reasons the dispute agent makes a decision
to either proceed with chargeback or deny the disputed transaction.

## Procedure

1. Navigate to AllFinancial Services OperationsWorkspace.
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.
   {#manually-investigate-disputed-transaction__choices_cpp_ngx_f5b}
4. In the list, select the case to work on.  
   To work on a case that is not assigned to you yet, assign it to yourself by selecting Assign to me.
5. Select the Playbook tab.
6. Select the Manual investigation activity under the Investigation playbook stage.
7. Select the manual investigation task that you want to complete.
8. On the form, fill in the required fields and any other related information that you've gathered.
9. **Optional:** In the Work notes field, enter any comments.
10. **Optional:** Select Update to save your changes.
11. Select Submit for approval.  
    The case is submitted for a review and approval to the dispute manager.
12. Close the task from the playbook.

    | Dispute activity | Action |
    | To close the Manual investigation task | Select whether to create a chargeback request: * Create chargeback- Select to pursue a chargeback from the merchant. * No chargeback- Select to indicate not to pursue chargeback from the merchant. {#manually-investigate-disputed-transaction__ul_eft_r3x_f5b} |
    |-|-|

    {#manually-investigate-disputed-transaction__choicetable_dpp_ngx_f5b}
{#manually-investigate-disputed-transaction__steps_app_ngx_f5b}

## Result

The task state updates to Closed Complete.

* If fraud was not flagged during the Manual investigation task, the disputed transaction updates to Closed Complete.
* If fraud was flagged by the agent during the task, the case moves to the Fraud reporting task within the Chargeback stage.
{#manually-investigate-disputed-transaction__ul_rxs_w3x_f5b}

*[\>]: and then