Manual Scavenger Hunt

Fraud Inv Guidance

100

Case Notes Time Frame Review: 

Account Note Review should begin with the initial fraud transaction through current date of review.

For good measure, the agent may also assess activity that occurred prior to the initial transaction as this can further identify additional details.

200

Auth Log Investigative Notations: 

If any of the details required for this investigative step are unavailable during the case review, the agent must state N/A.

300

Prior Claims & Previous Statements Timeframe of Review: 

Agent is required to review a minimum of 6 months of prior history. If history is identified within this timeframe, the agent must review it for up to a full year. 

400

Documentation Review Required Oversight: 

Agents must confirm the review of each document received and list all evidence provided to validate connection (or lack of) to Cardholder.

500

Additional Research & Inv Resources Notation Requirements: 

Agents are required to clearly detail this section when utilized within the investigation, distinguishing what was searched, what resources were utilized, and the information gathered during their research.

POS TYPES

100

07

PAN Auto-Entry via contactless M/Chip

200

81

Electronic Commerce

300

02 

Magnetic Stripe Read- The merchant has not certified that the magnetic transmission has been unaltered.

400

79

Chip card at a chip-able terminal was unable to process transaction using data on the ship or magnetic stripe; entry was manual.

500

90

Entire Magnetic Strip Read and Transmitted

Fraud Reason Codes

100

00

LOST

200

02

PLASTIC NOT RECIEVED

300

04

COUNTERFEIT

CAN CONTAIN POS 90, 91, 80, 07

CAN NEVER BE POS 05, CHIP CARDS CANNOT BE DUPLICATED

400

05

ATO

500

06

MAIL ORDER/TELEPHONE ORDER (MOTO) CARD NOT PRESENT – CNP

POS 01 & POS 81

Fraud Evidence: Guidance for Denials (LIST all bullet points)

100

Card Present Trans ATO & TOKENIZATION: 

• Claims involving POS 07/91 with a PI Type Code 03 & 05 indicate the transaction occurred with a tokenized phone; review for potential ATO trends.

200

Card not received Activation via Phone: (list all bullet points) 

• Confirm the number that activated the card linking to CH
• Established phone number on the account (has not changed during the last 90 days)
• Validate Phone number verifies to the cardholder in Lexis Nexis

300

Card Present History or Pattern in Activity: 

• Valid history with the merchant (at store number if applicable)
• Shopping history in or around location of fraud merchant
• Shopping history in or around location of Cardholder AOR

400

Card Not Received trans activation by other methods: 

• Assess other factors that activated the account.
• Detail any indication that this method of activation can connect to the Cardholder.

500

ATM SPECIFICATIONS: 

•  Card In Possession

•  PIN Verified (Auth Log)

•  Custom PIN Requests (FDR)

• Name & Date of Request
• Call Review

•  Transaction within radius of AOR

•  Detail Prior History/Spending Pattern(s)

•  Details from Call Review/CIS Notes/PEGA Notes

•  Details regarding potential Claim Abuse

PI TYPE CODES

100

07

Mobile Device

200

01

Magnetic Stripe

300

04

External token card on file. Visa uses a token type code of 05 to represent tokens used by

electronic commerce enablers, such as Visa Checkout. The System processes and reports a Visa token type code 05 as a PI type code 04.

400

02

Contactless chip card

500

16

Virtual/Digital ID