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Financial services use case · Stripe + ServiceNow + OpenAI + Xero

Chargeback and dispute response

Transaction, fulfillment and correspondence evidence must be assembled against a dispute deadline while accounting treatment is managed separately. Dispute owners receive an evidence-linked response draft for approval before submission through the authorized payment interface.

Discuss this use case Financial services overview

Systems involved

What each system contributes

Stripe

43 actions

  • Core Resources16
  • Billing19

Trigger source: Stripe

ServiceNow

55 actions

  • Tickets10

Trigger source: ServiceNow

OpenAI

25 actions

  • Chat Completions8
  • Files4
Xero

41 actions

  • Invoices13
  • Payments8
  • Bank Transactions10

The exact dispute retrieval and submission operations are verified against the provider's available API and account permissions, using interface or Rules + Code steps where a pre-built action is not available. Core banking, lending, policy administration, claims, identity verification, KYC and sanctions screening have no pre-built Nexus connector. They are reached through the institution's approved APIs, database access or vendor interfaces, or as Rules + Code, inside the same workflow and with the same approvals and audit.

Architecture

One governed run

Trigger: dispute notificationSystem Action: ServiceNowIntegration: Stripe + XeroAI step: model of your choiceRules + CodeHuman ApprovalInterface: payment providerAudit

How it starts: A Stripe dispute or an authorized scheme or payment-interface notification enters the institution's dispute-handling process.

Step by step

How the process runs

  1. 01

    Register the deadline

    Capture the authoritative dispute reference, response requirements and deadline in a restricted ServiceNow case.

  2. 02

    Gather supporting records

    Read available Stripe transaction and Xero invoice or payment references, retrieving fulfillment and correspondence evidence through the approved source interfaces.

  3. 03

    Draft the response

    The selected model writes the narrative from the assembled evidence, linking factual statements to their sources and identifying required material still to be supplied.

  4. 04

    Prepare the submission

    Rules check the configured evidence requirements, destination format and current deadline before presenting the pack to the dispute owner.

  5. 05

    Submit the approved pack

    A separate permitted Stripe or payment-interface action submits the exact approved response and records the provider acknowledgement.

  6. 06

    Coordinate accounting follow-up

    Any resulting Xero adjustment follows its finance approval independently of the response submission and dispute status.

Control

Human decision and exception path

Human decision

The named dispute owner approves the exact narrative and evidence scope before submission. Acceptance of liability, refunds and accounting adjustments require the appropriate authority and are not implied by approval to send a response.

Exception path

  • Missing required evidence remains visible for the dispute owner to resolve or decide how to proceed before the deadline.
  • A changed deadline or provider status returns the affected submission for review.
  • An uncertain submission response is checked against provider status before another attempt or a completed-case update.

Evidence

What gets audited

  • Dispute reference, source deadline and response requirements.
  • Evidence references, model draft and completeness checks.
  • Approved response, named reviewer and decision time.
  • Submission acknowledgement and any separately approved Xero action.

Nexus runs on premises, in private or sovereign cloud, or air-gapped. Credentials stay in the vault, roles decide who can approve, and the execution record stays inside your deployment boundary.

Sovereignty and deployment

Related

Patterns, connectors and next steps

FAQ

Questions about this use case

Does Nexus replace any of these systems?
No. Each system keeps its own records. Nexus runs the process between them and records each decision.
How does the run start?
A Stripe dispute or an authorized scheme or payment-interface notification enters the institution's dispute-handling process.
What if a step is not covered by a pre-built action?
The exact dispute retrieval and submission operations are verified against the provider's available API and account permissions, using interface or Rules + Code steps where a pre-built action is not available. Core banking, lending, policy administration, claims, identity verification, KYC and sanctions screening have no pre-built Nexus connector. They are reached through the institution's approved APIs, database access or vendor interfaces, or as Rules + Code, inside the same workflow and with the same approvals and audit.
Does a complete response pack guarantee a successful dispute outcome?
No; the workflow prepares and submits the approved evidence, while the scheme or provider determines the dispute outcome through its own process.

Use case review

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