Process Steps
What is the first step when assisting a cardholder with a declined transaction?
Verify the caller and find the account in Client360
How do you remove expired exemptions?
Clear all application checkboxes and select Submit
Which Response Code and Sub Code indicate EnFact® General Denial?
90 B and 90 C
What script do you use when the merchant’s location is under OFAC sanctions?
Inform the cardholder you cannot assist and connect them to customer/member services
Application exemptions are only allowed for?
24 hours
Which solution ID corresponds to this process?
240715104540567
What do you do after clearing expired exemptions?
Return to the cardholder account screen and re-open Transaction Inquiry
What does Response Code 90 G mean?
Real-Time EnFact® returned a Deny decision
What do you say when the transaction occurred more than 36 hours ago?
Advise the cardholder to retry and call back if issues persist
Which codes indicate Rule Manager Result Deny/Retain?
90 R and 90 r
Which platform and UI are used for this process?
Client360 / Client360 Virtual Assistant
How do you apply new exemptions?
Select checkboxes for supported applications and submit.
Which codes indicate suspected fraud declined by RTD processing?
90 w
What do you say after applying exemptions and asking the cardholder to retry?
“I have updated your card settings to resolve the reason for the decline. Please reattempt the transaction while I remain on the line.”
What should you do after a successful retry of the transaction?
Remove the exemption by clearing checkboxes and submitting.
What information do you ask the cardholder to provide about the declined transaction?
Date and dollar amount of the transaction.
Give an example of selecting multiple exemptions based on supported services.
If LOGO flyout shows DTO EnFact® and DTO TranBlocker℠ are supported, select both
Which Sub Code indicates a block due to Country Code?
57 K
What do you say if the retried transaction is declined again?
Apologize and advise the cardholder to contact their financial institution for further assistance.
What do you do if checkboxes for expired exemptions are checked?
Clear all checkboxes and submit to remove expired exemptions
If the transaction is not visible in the Transactions panel, what should you do?
Select View All Transactions to see the full six-month history
What do you tell the cardholder after applying exemptions?
Inform them the decline reason is resolved and ask them to retry the transaction.
Which Sub Code indicates a block due to MCC (Merchant Type)?
57 L
What do you say if the cardholder cannot retry while on the line?
“That’s okay; you can retry the transaction when it’s convenient for you. If you have more issues, please call us for help.”
Which icon is used to add the call summary from the Virtual Assistant?
Spark icon.