---
title: Investigating a dispute
description: Complete tasks such as determining a recovery option, writing off a disputed transaction amount, providing immediate final credit, notifying the merchant, initiating provisional credit, and investigating the transaction.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/financial-services-operations/dispute-management/investigate-a-dispute.html
release: australia
product: Dispute Management
classification: dispute-management
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Resolving disputes without network integration, Processing, Use, Dispute Management, Banking applications, Financial Services Operations \(FSO\)]
---

# Investigating a dispute

Complete tasks such as determining a recovery option, writing off a disputed transaction amount, providing immediate final credit, notifying the merchant, initiating provisional credit, and investigating the transaction.

-   **[Manage customer communication](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/dispute-management/resolve-fraud-customer-communication.md)**  
Provide a response and feedback to the customer for a decision made on a dispute, such as friendly fraud.
-   **[Issue provisional credit](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/dispute-management/provide-provisional-credit-to-customer.md)**  
Initiate temporary provisional credit to the card holder.
-   **[Determine recovery option for providing final credit](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/dispute-management/recovery-option-for-final-credit.md)**  
Complete the Recovery option task to choose whether to pursue chargeback for a transaction where final credit to the card customer will be provided.
-   **[Investigate transactions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/dispute-management/manually-investigate-disputed-transaction.md)**  
If a merchant refuses a transaction dispute, the case may move to the manual investigation task.
-   **[Provide immediate final credit](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/dispute-management/provide-immediate-final-credit.md)**  
Issue immediate final credit to the card holder.
-   **[Review participating merchant alerts](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/dispute-management/alert-merchant-regarding-dispute.md)**  
Alert the merchant about a card transaction dispute.

**Parent Topic:**[Managing disputes without network integration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/dispute-management/work-dispute-case.md)