Prefab, findings and more
What prefab is used when Denying claim?
Claim is Invalid - Activity was Authorized
What can you find in Taser to use for your RI?
Pin
customer contact ( verify transaction via email/text)
Zip code
Mcc
Icing ( 3 days lift)
Bad/Good Pin entry
Moto
Add note: IM review
Taser
If you see a a partial merchant credit , do you take action or just notate in Cinco ?
BOTH- You must take action on the partial credit and notate your MC in Cinco
Transaction done online that cm did not make or benefit from
Counterfeit Digital wallet ( DCFT)
When claim decision / finalization pending response from customer, merchant, external bank, etc. use?
Preliminary Reasonable Investigation Completed and Awaiting 3rd Party Response
What does the Purple and Yellow colors mean?
Yellow is compliance - Flagged due to Suspicion due to how merchant processed transaction
Purple- No longer in compliance
What tool can you use to See customers documents ?
Enterprise Image Viewer (EIV)
if a claim is in a status 03, what action would you take to deny ?
Rework - Deny
Occurs when an unauthorized person gains control of an existing customer’s account or profile. Fraudsters may impersonate the customer exploit the account for fraudulent activities.
Account Takeover (ATO):
What are Claims prefab notes used for: DPS
To clear claim from DPS Funds Disbursement queue
How can customers confirm Alerts from bank?
Via SMS , Email or calling inbound with IRV
What tool can you use to see if the customer has device activity: Such as changes like updates or new devices added ?
Admin tool
If a claim is closed (08) what claim decision and notations are used in Cinco ?
Claim invalid -Claim previously closed
a subscription that CM did not sign up for - that may or may not be recurring
Unauthorized mail order telephone order UNMT
Online gambling site/casino / quasi cash and are considered as risky transactions based on Prohibited business and payment and can be used as a red flag. True or False?
TRUE
What is Icing ?
means that we contacted the customer and they approved the transaction, we put a "grace period" on the card for 3 days
What tool shows you customers account attached ( apple pay , amazon) to their phone and last 4 ?
Digital Wallet
Judy is over 60 and has early dementia. Her adult Granddaughter is her caregiver and has access to her debit card for groceries and medication. One day her bestfriend come out to bring her groceries and help Judy with bank statement since she noticed things weren't being taken care of. What form do you need to ill out in Cinco step 2 ,based on this situation.
EVP Abuse Indicator
CM did not receive card and transaction were made on it
Non Receipt of card -NRI
What POS codes verify customer used a Chip enabled card with merchant?
POS 07 & POS 05
Can you verify if a replacement card has been sent and rushed in Taser ? True or false.
TRUE
What tool shows Pin, customer contact to clarify fraud charge , MCC , Zip code , & icing ?
Taser
if a customer has 2 or more claims with the same transaction and amount , What would we notate in Cinco claim review step 1?
Duplicate claim
transaction made on card that is no longer in CM possession
Lost/ Stolen card LCRD