Using Dispute Rules Content Pack for Nacha

  • Release version: Zurich
  • Updated September 26, 2025
  • 2 minutes to read
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    Summary of Using Dispute Rules Content Pack for Nacha

    The Dispute Rules Content Pack for Nacha enables agents to accurately determine the correct reason code for Automated Clearing House (ACH) transaction disputes by leveraging Nacha operating guidelines. It streamlines the dispute process by providing predefined logic and a knowledge base article that details eligibility rules, required documentation, and timelines for each return code.

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    When an agent disputes a transaction, a dispute service case is created, triggering a structured dispute transaction flow. This flow manages case-specific tasks sequentially, ensuring a systematic approach to dispute resolution.

    Practical Process for Disputes

    • Create a Dispute Service Case: Agents or customers can initiate a dispute case either through agent input or via the customer portal.
    • Initiate and Submit a Dispute: Dispute details, including financial account information, disputed transactions, and responses to a dispute questionnaire, are entered. For ACH disputes, documented proof such as the Written Statement of Unauthorized Debit (WSUD) is required before submission for investigation.
    • Investigate the Case: Agents follow a dispute investigation playbook that includes activities like issuing provisional credit and reviewing Nacha guidelines. Integration with Now Assist for Financial Services Operations (FSO) provides AI-driven insights such as merchant analysis and recommendations for ACH dispute returns. The agent then determines the appropriate resolution—filing a return, denying the dispute, or liaising with the Originating Depository Financial Institution (ODFI).

    ACH Chargeback Eligibility Rules Knowledge Base

    The content pack includes a Knowledge Base article titled "NACHA Operating Guidelines for Return Codes", accessible via the Knowledge Center. This article provides a detailed table of reason codes paired with eligibility rules, enabling agents to manually assess chargeback eligibility.

    When Now Assist for FSO is integrated, AI agents automatically reference this article within the ACH dispute workflow to recommend chargeback eligibility, enhancing decision accuracy and efficiency.

    Key Benefits for ServiceNow Customers

    • Ensures compliance with Nacha operating guidelines for ACH disputes through built-in logic and resources.
    • Facilitates a structured, task-driven dispute resolution workflow that improves case management and agent efficiency.
    • Supports both agent-initiated and customer-initiated dispute submissions, increasing accessibility.
    • Leverages AI assistance via Now Assist for FSO to provide data-driven recommendations and insights, reducing manual effort.
    • Provides comprehensive documentation and eligibility criteria in an easily accessible Knowledge Base article, aiding informed decision-making.

    By using the Dispute Rules Content Pack for Nacha, your agents can help customers to determine the correct reason code for automated clearing house (ACH) transaction disputes based on Nacha operating guidelines. Agents use the predefined logic in the content pack, as well as a knowledge base article outlining the eligibility rules, required documentation, and timelines for each return code.

    Overview of using Dispute Rules Content Pack for Nacha

    When an agent disputes a transaction on behalf of a customer, a dispute service case begins and the dispute transaction flow is triggered. This flow includes the various tasks that are specific to the case details. As a task in the case is closed, the next task is created.

    1. Create a dispute service case.
      A new dispute case is raised by:

      • The agent initiating the dispute service process by entering the initial case information and creating a dispute case on behalf of a customer.

      • A customer raising a new case from the customer portal.

    2. Initiate and submit a dispute.

      The agent or the customer enters the dispute details, including the financial account, the disputed transactions, and answers to the dispute questionnaire. For an ACH dispute, the customer will also provide documented proof, including the Written Statement of Unauthorized Debit (WSUD). The case is then submitted for investigation.

    3. Investigate the case.

      The investigation agent follows the dispute investigation playbook and completes the activities, including issuing provisional credit, and reviewing Nacha operating guidelines.

      If Now Assist for Financial Services Operations (FSO) is integrated in the workflow, AI agents will provide additional guidance, such as merchant analysis, insights into Nacha guidelines, and ACH dispute return recommendations.

      The agent will then file the return, deny the dispute, or follow up with the Originating Depository Financial Institution (ODFI).

    ACH chargeback eligibility rules Knowledge Base article

    Dispute Rules Content Pack for Nacha includes a Knowledge Base article that contains a table of reason codes and the corresponding eligibility rules.

    To access the knowledge base article:
    1. Navigate to All > Knowledge Center
    2. Navigate to the knowledge base Dispute Compliance Documents.
    3. Open the knowledge base article NACHA Operating Guidelines for Return Codes.

    Dispute agents may use the KB article to manually evaluate whether an ACH transaction is eligible for chargeback.

    If Now Assist for Financial Services Operations (FSO) is installed, an AI agent in the ACH disputes processing agentic workflow will refer to this KB article to recommend if a transaction is eligible for chargeback.