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


---

# Using Dispute Rules Content Pack for Nacha

# Using Dispute Rules Content Pack for Nacha {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

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 {#dispute-rules-content-pack-nacha-use__cf-using-parent-workflow}

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.](https://www.servicenow.com/docs/ccn5ppsn1sNlASSNBFoIfQ#create-case-with-intake-workspace "Create a dispute case and initiate the dispute for a transaction associated with an account. You can enter dispute information, fill out the dispute questionnaire, upload supporting documentation, and submit the case for investigation.")  
   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.

   {#dispute-rules-content-pack-nacha-use__ul_ehp_fmw_5gc}
2. [Initiate and submit a dispute.](https://www.servicenow.com/docs/ccn5ppsn1sNlASSNBFoIfQ#create-case-with-intake-workspace "Create a dispute case and initiate the dispute for a transaction associated with an account. You can enter dispute information, fill out the dispute questionnaire, upload supporting documentation, and submit the case for investigation.")

   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.](https://www.servicenow.com/docs/qRc1X20gRY8h38r6aAsLVA "Work on an ACH dispute case to review case information, verify that any outstanding tasks are completed, and resolve the dispute.")

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

   If enabled, 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).
{#dispute-rules-content-pack-nacha-use__cf-using-parent-steps-ol}

## ACH chargeback eligibility rules Knowledge Base article {#dispute-rules-content-pack-nacha-use__section_hm1_13c_xgc}

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 AllKnowledge Center
2. Navigate to the knowledge base Dispute Compliance Documents.
3. Open the knowledge base article NACHA Operating Guidelines for Return Codes.
{#dispute-rules-content-pack-nacha-use__ol_npt_twz_1hc}

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

If enabled, 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.
**Related concepts**   

* [ACH dispute AI agents overview](https://www.servicenow.com/docs/FadBN6KNo4_N3Nvn6bldig "Agentic AI streamlines ACH dispute resolution by automating merchant analysis, Nacha eligibility checks, ACH dispute return recommendations, and communications with customers or ODFI (Originating Depository Financial Institution). This solution enhances efficiency, accuracy, and conformance, enabling financial institutions to resolve ACH disputes faster, reduce errors, and improve customer satisfaction.")  
**Related reference**   

* [Dispute Reason Codes](https://www.servicenow.com/docs/94sB1BaPGoH2H1V4h84tFw#components-installed-with-dispute-rules-content-pack-for-nacha__section_upm_p2c_xgc)

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