Review ACH dispute return recommendation

Review the ACH dispute information based on merchant analysis and Nacha eligibility recommendations and determine the final action.

Before you begin

Role required: sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector

About this task

Once the merchant analysis has been conducted and Nacha guidelines have been analyzed, a final action must be taken on the ACH dispute. You can deny a refund, file a refund, or follow up with the Originating Depository Financial Institution (ODFI) before making a final decision.

Note: When the ACH disputes resolution agentic workflow in Now Assist for FSO is enabled, the ACH dispute return recommendation AI Agent is available to assist you at this step. See Review ACH dispute return recommendation for more information.

Ensure that your assignment logic, such as Advanced Work Assignment (AWA), is configured so that when a dispute case is assigned to an agent, all associated transactions are automatically assigned to the same agent. This alignment helps maintain consistency and speeds up case resolution.

Procedure

1. Navigate to All > Financial Services Operations > Workspace.

2. Select the lists icon (

1. 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.
   • In the list, select which case you want to work on.

   If you want to work on a case that isn't assigned to you yet, you can assign it to yourself by selecting Assign to me.

2. Select the Playbook tab.

3. In the Processing tab, select the transaction ID.

4. In Open Tasks, select Review ACH dispute return recommendation.

5. In ACH dispute return recommendation action, select the final action:

   1. Deny: The ACH dispute is determined to be invalid and is denied. The provisional credit is either canceled or reversed, depending on whether the credit has already been issued.
   2. File return: The ACH dispute is determined to be valid and meets eligibility for return. A refund is initiated.
   3. Follow up ODFI: More information is required from the ODFI before a refund can be either denied or issued.
   4. Close the task.

Parent Topic:Processing an ACH dispute