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

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Initiate a dispute

# Initiate a dispute {#ariaid-title1}

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read

Begin a dispute case in Financial Services Card Operations for a transaction associated with a card account. You can enter dispute information, fill out the dispute questionnaire, upload supporting documentation, and submit the case for
investigation.

## Before you begin

Role required: sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector{#initiating-dispute__dispute-agent-connector-role-prereq-reuse}  
Important:  
For the agent connector role to work, it must be combined with one of the CSM industry data model roles. For more information, see [Roles and Personas](https://www.servicenow.com/docs/eyWhfFydxvuGiasXwK_fjg "Financial Services Operations (FSO) applications install agent connector and contributor roles to manage and monitor user privileges effectively. To provide the right level of access, these roles must be paired with roles in the CSM Industry data model and contributor user roles.").

## About this task

You can dispute one or more transactions that are associated with a card account by creating a dispute case.

To create a new dispute service case, see [Creating a card dispute case](https://www.servicenow.com/docs/TQmElH3xE7~l15r4VNejEA "An agent can begin the card dispute or report a dispute by creating a dispute case on behalf of a customer."), and then continue this procedure from step 6 to initiate the case.

## Procedure

1. Navigate to AllFinancial Services OperationsWorkspace.
2. Select the lists icon (![Lists icon.]()).
3. On the Lists tab, under Card disputes service cases, open the case list.
   * For your assigned cases, select Assigned to me.
   * For all dispute cases, select All.
   {#initiating-dispute__choices_xtc_cfz_25b}
4. In the list, select the case to work on.
5. Select the Playbook tab.  
   The case playbook guides fulfillers through the steps that are involved in resolving a case.
6. Under the Initiate playbook stage, fill in the required fields and any other related information.

   | Activity | Description |
   | Select transaction | Provide information on the cardholder and the dispute, such as: * The account or consumer name * The category of the dispute * The card account that was used for the disputed transaction * The transaction being disputed {#initiating-dispute__ul_yn3_4b4_xbc} |
   | Add more transactions | If the dispute category is Fraud, this activity appears. You may select additional transactions in the transactions list if there is more than one transaction being disputed. As transactions are added, they are updated in the State of transactions panel. |
   | Resume dispute case | This activity is displayed if the case was created using ServiceNow Otto for Financial Services Operations (FSO) with the Dispute intake via Virtual Agent skill. When a customer initiates a conversation with the Virtual Agent chatbot and selects Report a dispute, a dispute case is created. If the conversation ends before the case is submitted, an agent can resume the intake and review or select the dispute's account and transaction details in this activity. |
   | Fill dispute questionnaire | Complete the dispute questionnaire by answering the questions. Note: This step appears if you have the Dispute Rules Content Pack for Visa or Dispute Rules Content Pack for Mastercard installed, and the disputed transaction took place on the respective card network. |
   | Document upload | Upload any supporting documentation at this step, such as order details, invoices, and conversations between parties. |
   | Submit dispute | Confirm the dispute amount and add any other comments regarding the disputed transaction. If you are using a dispute content pack, you will see the reason code field available based on the submitted responses. For those using a Dispute Content Pack for US Regulations pack, there might be an option to indicate whether this is a new financial account, which impacts the applicability of the Service Level Agreement (SLA). Select the check box to acknowledge that you have read and understood the disclaimer. |
   |-|-|

   {#initiating-dispute__choicetable_kl5_cxp_cbc}
7. Close the task from the playbook.

   | Action | Dispute Activity |
   | Save changes | Save the dispute information task. |
   | Submit | When you select Submit, the system executes the chargeback eligibility rules in the background. These rules determine if the transaction is eligible for a chargeback, which is based on the answers that were provided in the questionnaire and the reason code. The chargeback eligibility information is recorded in the card disputes transaction. |
   |-|-|

   {#initiating-dispute__choicetable_vxt_sls_c1c}
{#initiating-dispute__steps_wtc_cfz_25b}

## Blocking and reissuing a new card {#ariaid-title2}

The Block and reissue new card task automatically triggers if a case's dispute category is Fraud.

After the task for the Dispute information activity is completed from the Initiate stage of the playbook, the Block and reissue new card task automatically triggers if the case's dispute category is
Fraud.

You can view the generated task from the Tasks tab of the case.

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