---
title: Issue provisional credit to customer
description: Provide a temporary provisional credit to the account holder while the ACH dispute is investigated.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/financial-services-operations/dispute-management/fso-ach-provide-credit.html
release: australia
product: Dispute Management
classification: dispute-management
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Processing an ACH dispute, Resolving ACH disputes, Processing, Use, Dispute Management, Banking applications, Financial Services Operations \(FSO\)]
---

# Issue provisional credit to customer

Provide a temporary provisional credit to the account holder while the ACH dispute is investigated.

## Before you begin

Role required: sn\_bom\_credit\_card.dispute\_agent or sn\_bom\_credit\_card.dispute\_agent\_connector

## About this task

A temporary credit is provided to the account holder while the case is under investigation.

## Procedure

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

2.  Select the lists icon \(\[Omitted image "inline-data-vis-96px-list.png"\] Alt text: 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**.
4.  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**.

5.  Select the **Playbook** tab.

6.  In the **Processing** tab, select the transaction ID.

7.  In **Provide provisional credit to customer activity**, enter the refund details.

8.  In the  **Remarks** field, enter any comments.

9.  Close the task.

    **Note:** In cases where the agent does not provide provisional credit but keeps the task open, once file return communication is sent to the customer, this task is cancelled.


**Parent Topic:**[Processing an ACH dispute](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/dispute-management/process-dispute-ach.md)