Resolving ACH disputes

Work on an ACH dispute case to review case information, verify that any outstanding tasks are completed, and resolve the dispute.

Now Assist for FSO accelerates and optimizes ACH dispute processing. AI-powered agents work alongside human agents to provide real-time insights, actionable recommendations, and predictive guidance. This enables faster, more accurate decisions that reduce resolution time and enhance customer experience.

The Processing stage of the playbook provides transaction information such as dispute amount, transaction date and time, merchant name, transaction state, current activity, and activity SLA.

After a dispute case is submitted, each disputed transaction is displayed in a Dispute Workspace. The dispute transaction progresses through these stages: Investigate, Chargeback, and Closure. As the dispute proceeds, the appropriate stage is updated accordingly. To open a transaction in the Dispute Workspace, select the transaction number.

• The transactions are displayed in the Dispute Workspace.
• Each transaction progresses through a series of steps, during which a corresponding sequence of tasks is generated. The tasks are displayed in Tasks.
• The Open tab displays the tasks open along with the SLA and State.
• The Short description provides a preview of the task. Select the task to view its details.
• The Closed tab displays all the tasks that have been closed.
• The activity stream for the transaction is displayed below the task.
• The dispute transaction and financial transaction details are displayed in the Disputed transaction details and Financial transaction details widget.
• Attachments can be added as needed.

• Processing an ACH dispute
  On the Processing tab of the card disputes playbook, all disputed transactions in an ACH dispute case are displayed on a dashboard. The tab also provides transaction information such as dispute amount, transaction date and time, merchant, transaction state, current activity, and activity SLA.