Resume a Disputes intake via Virtual Agent dispute case as an agent

---
title: Resume a Disputes intake via Virtual Agent dispute case as an agent
description: As an agent, you can resume a card dispute case when a customer leaves a Virtual Agent chat in Disputes intake via Virtual Agent without submitting the dispute. Pick up where the customer left off and complete the details of the dispute case.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/financial-services-operations/dispute-management/resume-dispute-case-from-disputes-intake-via-virtual-agent.html
release: australia
product: Dispute Management
classification: dispute-management
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Disputes intake via Virtual Agent, Intake, Use, Dispute Management, Banking applications, Financial Services Operations \(FSO\)]
---

# Resume a Disputes intake via Virtual Agent dispute case as an agent

As an agent, you can resume a card dispute case when a customer leaves a Virtual Agent chat in Disputes intake via Virtual Agent without submitting the dispute. Pick up where the customer left off and complete the details of the dispute case.

## Before you begin

Role required: sn\_bom\_credit\_card.dispute\_agent, sn\_bom\_credit\_card.dispute\_manager

## About this task

When a customer initiates a dispute intake by selecting **Report a dispute** in the chat window, a card dispute case is created. If a customer ends a conversation with Virtual Agent before submitting the card dispute, the case remains open in the case list. You can resume the case in Financial Services Workspace and submit it on the customer's behalf.

## Procedure

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

2.  Select the lists icon \(\[Omitted image "inline-data-vis-list.png"\] Alt text: Lists icon.\).

3.  Open a card disputes service case.

    An incomplete case may be in a New state and at the Initiate stage.

4.  In the Initiate lane, select **Resume dispute case**.

5.  Perform one of the following actions.

<table id="choicetable_egp_gdn_wdc"><tbody><tr><td id="d118417e161">

**Customer has identified a disputed transaction**

</td><td>

Review the disputed transaction details.

</td></tr><tr><td id="d118417e170">

**Customer hasn’t identified a disputed transaction**

</td><td>

Select the card account and disputed transactions.

</td></tr></tbody>
</table>    \[Omitted image "disputes-va-resume-case.png"\] Alt text: Finish the card dispute record created by the customer's incomplete Virtual Agent chat from the Resume dispute case activity.

6.  Complete the remaining activities in the **Initiate** lane.

7.  At the Submit dispute activity, select **Submit**.


**Parent Topic:**[Disputes intake via Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/dispute-management/disputes-intake-via-virtual-agent-fso.md)

**Related topics**  


[Overview of the Dispute Management workflow](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/dispute-management/dispute-management-workflows.md)

[Submit a dispute case with Disputes intake via Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/dispute-management/submit-dispute-case-disputes-intake-via-virtual-agent.md)