Manage customer communication

---
title: Manage customer communication
description: Provide a response and feedback to the customer for a decision made on a dispute, such as friendly fraud.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/financial-services-operations/dispute-management/resolve-fraud-customer-communication.html
release: australia
product: Dispute Management
classification: dispute-management
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Investigation, Resolving disputes without network integration, Processing, Use, Dispute Management, Banking applications, Financial Services Operations \(FSO\)]
---

# Manage customer communication

Provide a response and feedback to the customer for a decision made on a dispute, such as friendly fraud.

## Before you begin

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

## About this task

When you select the **Decline dispute transaction** option in the **Detect friendly fraud** activity, the **Customer communication** activity is displayed. Provide the customer feedback and the reason. You can accept or deny the response.

## 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.  Select the transaction ID in the transaction level playbook of the **Processing** tab.

    The **Investigate** stage is initiated for the transaction.

7.  Select the **Customer communication** activity.

8.  Select the **Customer decision** as **Accepted** or **Denied**.

    -   When the customer decision is accepted, provide **Customer feedback** and select **Mark complete**. The dispute is marked as **Closed Complete**.
    -   When the customer decision is denied, provide the **Customer feedback**. In the **Action** section, select one of the following.
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Final action

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Steps

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**Decline dispute transaction**

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1.  Provide a **Resolution reason**.
2.  Select **Mark complete**.

The transaction is marked as**Closed Rejected**.

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**Issue credit and write-off**

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1.  Provide the **Resolution reason**.
2.  Select **Mark complete**.

The **Issue credit** activity is displayed.

3.  Provide the final credit and select **Close task**. The task is marked as **Closed Complete.**


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**Proceed with dispute**

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1.  Provide a **Resolution reason**.
2.  Select **Mark complete**.

The next activity **Report fraud** is displayed.

3.  Proceed with activities in the playbook as required. For more information about resolving fraud, see [Report fraud to a card network](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/dispute-management/report-fraud-to-card-network.md).


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**Parent Topic:**[Investigating a dispute](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/dispute-management/investigate-a-dispute.md)