---
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


---

# 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, and provide immediate final credit, notify the merchant, initiate provisional credit, determine reversal of provisional credit,
and investigate the transaction.
* **[Detect friendly fraud](https://www.servicenow.com/docs/uLBGa7GFfXBp4Czb0QT1Hw)**   
  Detect friendly fraud and determine the course of action required depending on the amount being disputed, the customer relationship, and the outcome of the detection logic. The Friendly fraud AI agent can be enabled as part of the Help resolve friendly fraud disputes agentic workflow. The agent recommends an action and helps draft the customer response.
* **[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.