Issue provisional credit to customer

task australia Updated Sep 10, 2026 1 min read fso-ach-provide-credit.md

Raw file servicenow.com

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

Navigate to All > Financial Services Operations > Workspace.
Select the lists icon ([Omitted image "inline-data-vis-96px-list.png"] Alt text: lists icon).
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.
Select the Playbook tab.
In the Processing tab, select the transaction ID.
In Provide provisional credit to customer activity, enter the refund details.
In the  Remarks field, enter any comments.
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

56 lines · 2.2 KB Wrap lines

---
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: "2026-09-10"
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** &gt; **Financial Services Operations** &gt; **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)