Activity Review

OPTIS

100

If fraud is confirmed in the FSQ what are the three steps needed? 

1. Review all activity in the FSQ, unless previously verified on a prior call, via 2WC/AFA or CCS, per the memos.
2. Review all activity in the CDA through two days back from the oldest unverified date in the FSQ.
3. Complete the lost/stolen report, following normal instructions.

200

If no fraud is confirmed in FSQ what are the next steps taken?

1. No further activity review is required.
2. Verbatim Script: “Were you forced or pressured to make [this/these] transaction(s) against your will?” See Elder Abuse for additional steps and information.

300

Always advise the cardholder that they will need to reattempt any declined transaction(s). True or False

True

STAR

100

When is this script required?
"Were you forced or pressured to make the transaction against your will?"

When transactions are verified

200

What transaction type is invalid?
A. 4013
B. 1013
C. 4012
D. 1012

4013

300

If authorization appears as a Reg E Address, rather than a merchant name, you may not use a search engine to look up the merchant's name and provide it to the cardholder. True or False

False

GROUPING

100

If there are two or more transactions from the same merchant, provide the cardholder with?

the date, merchant’s name, merchant’s location (if required), and a dollar range amount (lowest to highest).

200

Can these transactions be grouped?
1/25/2025 MICROSOFT*ULTIMATE 1 MONT $21.58
1/25/2025 MICROSOFT*ULTIMATE 1 MONT $21.58
3/6/2025 MICROSOFT*STORE $21.58
3/6/2025 Microsoft*Store $21.58
3/6/2025 MICROSOFT*STORE $21.58
3/10/2025 WALMART.COM $73.32

Yes, two groups: MICROSOFT*ULTIMATE 1 MONT & MICROSOFT*STORE

300

To prevent ________ the merchant’s name and location must be the same to be considered the same merchant? 

Liability to Velera

BONUS

100

The cardholder has confirmed fraud but during the conversation the cardholder expresses the need to complete an emergency transaction and no other alternate forms of payment is available.
What FDWC action would we use to block the account and advise of a possible one time courtesy transaction?

 

Cardholder Unsure

200

What time zone are Star account time stamp and case notes in?

Time Stamp: Eastern

Case Notes: Central

300

Activity was previously verified on 3/3/25.
What transaction would we need to verify with the cardholder? 

x1234 1/23/2025 METAPAY*Joe Robinson $268.32
x1234 3/1/2025  METAPAY*Joe Robinson $200.00
x1234 3/3/2025  METAPAY*Joe Robinson $100.00
x1234 3/6/2025  METAPAY*Joe Robinson $200.00
x1234 3/6/2025  METAPAY*Joe Robinson $300.00
x1234 3/10/2025 METAPAY*Joe Robinson $300.00
x1234 3/10/2025 METAPAY*Joe Robinson $1,325.16
x4567 3/13/2025  WDW Tickets       $1,890.41

Card x4567
3/13/25 WDW Tickets 1890.41