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

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Write off the disputed transaction amount

# Write off the disputed transaction amount {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Write off an uncollectible disputed transaction amount.

## Before you begin

Role required:
sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector{#write-off-disputed-transaction-amount__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/_k8aAtmWw~gvbSaui5WAKQ "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

If chargeback is not pursued with the merchant, and the agent makes a determination
to write off the disputed transaction amount, the transaction moves to the Write off
funds task to account for the loss.

## Procedure

1. Navigate to AllFinancial Services OperationsWorkspace.
2. Select the lists icon (![lists icon.]()).
3. In 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.
   {#write-off-disputed-transaction-amount__choices_xtc_cfz_25b}
4. In the list, select the case to work on.  
   To work on a case that is not assigned to you yet, assign it to yourself by selecting Assign to me.
5. Select the Playbook tab.
6. Select the Write off funds activity under the Investigation playbook stage.
7. Select the write off funds task that you want to complete.
8. On the form, fill in the required fields and any other related information that you've gathered.
9. **Optional:** In the Work notes field, enter any comments.
10. After you have entered the details in the task, select Update.
11. Close the task from the playbook.

    | Dispute activity | Action |
    | To close the Write off funds option task | Select Close. |
    |-|-|

    {#write-off-disputed-transaction-amount__choicetable_ztc_cfz_25b}
{#write-off-disputed-transaction-amount__steps_wtc_cfz_25b}

*[\>]: and then