---
sourceDocument: Australia Financial Services Operations
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/financial-services-operations

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Investigation

# Investigating a dispute {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](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, providing immediate final credit, notifying the merchant, initiating provisional credit, and investigating the transaction.
* **[Manage customer communication](https://www.servicenow.com/docs/2YLWsxjD9FleDUjiXl35GA)**   
  Provide a response and feedback to the customer for a decision made on a dispute, such as friendly fraud.
* **[Issue provisional credit](https://www.servicenow.com/docs/bixGC254QNHuZmnAN9Wkbw)**   
  Initiate temporary provisional credit to the card holder.
* **[Determine recovery option for providing final credit](https://www.servicenow.com/docs/6X8~etH3qNtU77Vp8SnglQ)**   
  Complete the Recovery option task to choose whether to pursue chargeback for a transaction where final credit to the card customer will be provided.
* **[Investigate transactions](https://www.servicenow.com/docs/D~yn6TEL4oa5O9JoCiPe4A)**   
  If a merchant refuses a transaction dispute, the case may move to the manual investigation task.
* **[Provide immediate final credit](https://www.servicenow.com/docs/nMogy1YHfDZGrlYp3M0zWQ)**   
  Issue immediate final credit to the card holder.
* **[Review participating merchant alerts](https://www.servicenow.com/docs/CRUvUNlY2NHxOnVGvLrZaw)**   
  Alert the merchant about a card transaction dispute.