A driver calls informing that their card is not working. F5MA displays "Lost Card" - can we inform the driver that the card has been cancelled?
Yes, if a current decline is located in F5MA validating the card status we may provide this to the driver.
A driver for the Post Office calls to ask if their card is active before heading to the gas station - how can we assist?
Refer to POC
A driver calls with a declined card. F5MA indicates the decline reason as a hard limit, "Exceeds card dollars per day". The driver asks when the card can be used again - can we provide this information?
Yes - because the decline reason identifies the decline tied to the current day, we may help the driver interpret the decline. The driver may use the card at 12:00 am CT/ any time the next day.
A verified POC calls about multiple cards declining on their account. A decline report is ran and we identify all cards declining with "Account Inactive". What information can be provided to the POC?
We may research the account notes to determine the reason for the account status and provide all pertinent details to the POC.
Caller: Driver
Decline: Card Suspended By Customer
What information can be provided?
We may inform that the card provided is currently suspended and refer the driver to their fleet manager for additional information.
If the driver is DLA, we may assist by providing a SUA on another card with the same LoA code.
A driver calls informing that their card did not work the previous evening. F5MA displays "Lost Card" for the prior day. AM42 shows that the card is currently active - how can we assist?
We may confirm the decline reason from the prior day and instruct the driver to contact their POC to validate the current card status.
Although we can see that the card has been reactivated, we should not share this with the driver, and instead refer to the fleet manager.
A driver calls from the gas station with multiple declined cards and asks to validate which cards are active. Which screen must be used to inform the driver if a card is cancelled?
F5MA - the driver may be informed of a cancelled card ONLY if the card is declining due to cancellation.
A driver calls with a declined card. F5MA indicates the decline reason, "Exceeds card transactions per day". The driver asks how many transactions are allowed per day - can we provide this information?
No - all specific limits are considered account information and should not be provided to drivers.
A commercial account driver calls with a declined card - F5MA indicates the decline reason, "Account Inactive". What information can we provide to the driver?
We may inform that there is an issue with the account that must be addressed by the fleet manager prior to using the card. The driver should be referred to the fleet manager for additional information.
Caller: Driver
Decline: Original Amount Incorrect
What information can be provided?
We may assist the driver in interpreting the decline reason - the decline is caused by the merchant sending a pre-auth of $0. We may suggest that the driver requests a specific ($) amount of fuel with the cashier or refer the driver to another station.
A Postal POC calls requesting to reactivate a card that was recently cancelled. The card was cancelled within 5 business days and no activity is present on the replacement card. Can the card be reactivated for the POC? Can we provide the card/vehicle ID for the recent replacement card that is being cancelled?
Yes - verified POCs may request that a card is re-activated over the phone. The replacement card information may be shared with a verified POC.
A verified POC calls with a list of card IDs and requests to verify the card status - how can we assist?
Card report - running a card report and providing information in this report is acceptable to assist a verified POC.
AM42 - card status may be reviewed in AM42 for a verified POC.
A verified POC requests the dollars per cycle on a declined card - can we provide this information?
Yes, we may provide account details to any verified POC on an account.
A DLA driver calls with a declined card - F5MA indicates the decline reason, "Account Inactive". AM31 notes indicate that the account is inactive due to statement validation. Can this information be provided to the driver?
No - we may only inform that there is an issue at the account level and refer the driver to their fleet manager for further review.
Caller: Driver
Decline: Stand-in: Restricted Card
What information can be provided?
We may assist the driver in interpreting the decline reason. We may inform that the cobranded card has not yet been activated and assist in activation once the driver has been verified.
A driver calls informing that their card does not work. F5MA displays "Lost Card". AM42 is reviewed to determine that the card is in LSN status. What information can be provided?
We may inform that the card was cancelled due to a potential compromise and explain that the card may be used while we remain on the line if needed (after verification). No other information should be provided.
A driver calls asking for assistance with a decline - F5MA displays "Locked Card". The driver asks when the card was locked and at what gas station. Can this information be provided?
No - only information pertaining to a current decline may be provided to a driver. We may inform that the card was locked due to prior attempts with an invalid ID. All other information must be provided by the fleet manager.
A driver calls on 8/29 with a declined card - F5MA indicates the decline reason, "Exceeds driver transactions per cycle". No other declines are displayed. The caller asks when the card may be used again - what information can we provide?
We may help interpret the decline - because the decline is related only to the driver ID and not the card, we may inform that use of another driver ID may resolve the issue.
We CANNOT provide any dates to the driver, including when the cycle resets, as this is considered account information.
A merchant calls inquiring on a declined Teletrans transaction in the Portal. F5MA indicates the decline reason, "Account Inactive". What information may be provided to the merchant?
We may inform that there is an issue with the account, and instruct that the merchant contact the fleet manager for more details.
Caller: Driver
Decline: Flag 13 Up
What information can be provided?
We may inform that there is an issue with the account that must be addressed by the fleet manager prior to using the card. The driver should be referred to the fleet manager for additional information.
A driver calls informing that their card does not work. F5MA displays "Lost Card". AM42 is reviewed to determine that there are no compromises or other fraud status changes. What information can be provided?
We may inform that the card is currently cancelled. We may not provide the date of cancellation or any other information.
A driver calls with a declined card - the decline reason in F5MA displays, "Lost Card" with a "C" indicator in AM42. The driver asks what this means and when the card was compromised - what information can be provided?
We may inform that the card is currently compromised - we may inform of general reasons why a card becomes compromised. We cannot provide drivers with any dates related to a card status change or locations that may have caused the compromise.
A driver calls on 8/29 with a declined card - F5MA indicates the decline reason, "Exceeds card dollars per month". The caller asks when the card may be used again - is it acceptable to provide this information to the driver?
Yes - because the decline reason identifies the decline tied to the calendar month, we may help the driver interpret the decline. If the driver calls on 8/29, it is acceptable to inform that the cards monthly limits will reset at the first of the month on 9/1.
A DLA driver calls with a declined card - F5MA indicates the decline reason, "Account Inactive". What information can we provide to the driver?
We may inform that there is an issue with the account, and instruct that the card may be used while we remain on the line.
Caller: Driver
Decline: Transaction Not Permitted
What information can be provided?
We may assist the driver in interpreting the decline reason - because "Transaction Not Permitted" may be caused by several factors, it is important to research the cause of the decline.
After researching, we may inform the driver if the transaction is limited by type of sale, merchant location, or MCC sent by the merchant. Any updates to these limits must be requested by a verified POC.