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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Resume a dispute case as an agent

# Resume a Disputes intake via Virtual Agent dispute case as an agent {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
As an agent, you can resume a card dispute case when a customer leaves a Virtual Agent chat in Disputes intake via Virtual Agent without submitting the dispute. Pick up where the customer left off and complete the details of the dispute case.

## Before you begin

Role required: sn_bom_credit_card.dispute_agent, sn_bom_credit_card.dispute_manager

## About this task

When a customer initiates a dispute intake by selecting Report a dispute in the chat window, a card dispute case is created. If a customer ends a conversation with Virtual Agent before submitting the card dispute, the case remains open in the case list. You can resume the case in Financial Services Workspace and submit it on the customer's behalf.

## Procedure

1. Navigate to AllFinancial Services OperationsWorkspace.
2. Select the lists icon (![Lists icon.]()).
3. Open a card disputes service case.  
   An incomplete case may be in a New state and at the Initiate stage.
4. In the Initiate lane, select Resume dispute case.
5. Perform one of the following actions.

   | Option | Description |
   | Customer has identified a disputed transaction | Review the disputed transaction details. |
   | Customer hasn't identified a disputed transaction | Select the card account and disputed transactions. |
   |-|-|

   {#resume-dispute-case-from-disputes-intake-via-virtual-agent__choicetable_egp_gdn_wdc}  
6. Complete the remaining activities in the Initiate lane.
7. At the Submit dispute activity, select Submit.
**Related concepts**   

* [Overview of the Dispute Management workflow](https://www.servicenow.com/docs/3bZMjt69veCcXr_BfkE1Fw "ServiceNow Dispute Management enables efficient card and non-card transaction dispute resolution, enhanced compliance, and streamlined customer experiences.")  
**Related tasks**   

* [Submit a dispute case with Disputes intake via Virtual Agent](https://www.servicenow.com/docs/5_1XDuf3Itd3p478Lq4jnA "Create a new dispute case using the Disputes intake via Virtual Agent skill in the ServiceNow Otto for Financial Services Operations (FSO) application. Customers can interact with a Virtual Agent chat, which collects and infers details from customer responses.")

*[\>]: and then