---
title: Close a customer dispute
description: Notify the customer of the outcome, capture the customer's feedback, and record closing information before closing the dispute.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/telecom-media-technology/close-customer-dispute.html
release: australia
topic_type: task
last_updated: "2026-07-27"
reading_time_minutes: 3
keywords: [close, closure, customer dispute management]
breadcrumb: [Use Customer DIspute Management, Use, Customer Service Problem Management, Telecommunications, Media, and Technology \(TMT\)]
---

# Close a customer dispute

Notify the customer of the outcome, capture the customer's feedback, and record closing information before closing the dispute.

## Before you begin

Role required: sn\_telco\_adr\_mgmt.manager

## About this task

The closure stage runs after the resolution and dispute analysis stage. Use this task to notify the customer, collect their feedback, and close the dispute record.

## Procedure

1.  Navigate to **All** > **Workspaces** > **CSM/FSM Configurable Workspace**.

2.  Select the lists \(\[Omitted image "Lists.png"\] Alt text: ListIcon.\) icon.

3.  Navigate to **Customer Dispute Management** > **All**.

4.  Open the dispute record.

5.  On the Closure stage, enter the dispute resolution details.

<table id="table_ad2_2qp_h3c"><thead><tr><th>

Field

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Resolution code

</td><td>

Type of proposed resolution to identify the dispute.

</td></tr><tr><td>

Add resolution notes to comments

</td><td>

Option to add the resolution notes to the CDM case activity stream, making them available to anyone who can view the CDM activity stream.

</td></tr><tr><td>

Resolution notes

</td><td>

Detailed summary to resolve the dispute.**Note:** If you’re using the ServiceNow Otto for TMT application, you can generate the resolution notes using the ServiceNow Otto component. To learn more, see [Generate resolution notes for ADR case](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/telecom-media-technology/now-assist-for-telecom-media-and-technology/now-assist-tmt-generate-resolution-notes-ad.md).

</td></tr></tbody>
</table>6.  Select **Continue**.

    The system sends the customer an email that summarizes the dispute, investigation findings, and proposed resolution.

7.  Add the feedback from the customer in the **Resolution notes** field.

8.  Record the customer's response by selecting **Customer accepted** or **Customer rejected**.

    If the customer accepted the resolution, select **Customer accepted** and the dispute moves to the closure step. If the customer rejected the resolution, select **Customer rejected**. You are prompted to generate a deadlock letter before the dispute moves to closure.

9.  To generate a deadlock letter, draft the letter content and select **Generate and send**.

    **Note:** If you are using the ServiceNow Otto for TMT application, you can generate the deadlock letter details using the Now Assist component. To learn more, see [Generate a deadlock letter using ServiceNow Otto for TMT](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/telecom-media-technology/now-assist-for-telecom-media-and-technology/now-assist-tmt-generate-deadlock-letter.md).

    The system creates a PDF of the letter, sends it to the customer by email, and adds the PDF to the dispute's attachments. The sent email is displayed at the Notify regulator step.

    When a deadlock letter is generated after a customer rejection, the dispute's resolution code and status are set to **Resolved rejected: Deadlock letter generated**.

10. Enter the closing information for the dispute, then select **Save**.

    |Field|Description|
    |-----|-----------|
    |**Description**|Summary of the dispute.|
    |**Resolution codes**|Code that best describes how the dispute was resolved. Includes **Resolved rejected: Deadlock letter generated** when applicable.|
    |**Resolution notes**|Details of the resolution provided to the customer.|
    |**Additional comments**|Comments visible to the customer.|
    |**Work notes**|Internal notes not visible to the customer.|


## Result

The dispute is marked closed. The closing information is saved with the dispute record and is available for future reference or auditing.

**Parent Topic:**[Using Customer Dispute Management case](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/telecom-media-technology/use-alternative-dispute-resolution-case.md)

**Related topics**  


[Create a Customer Dispute Management case]()

[Investigate customer disputes]()

[Resolve a customer dispute and record the dispute analysis]()

[View a Customer Dispute Management case record]()

[Customer Dispute Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/telecom-media-technology/alternative-dispute-resolution.md)