Guidelines for Appropriate Entries
Required Inv (Investigation Actions) for MasterCard
INV: OnBase Documents Reviewed
INV: ACCT NOTE REVIEW
INV: Auth Log Reviewed
INV: AVS Verified
INV: Previous Stmt Review
INV: Prior Claims Reviewed
For Airline and cruise line I only require what evidence?
Cardholder's name.
Ally/Ollo
≤ $50.00
The issuer is the financial entity servicing the card.
00
LOST
Required ACK (Acknowledgement actions) for MasterCard
ACK: Reviewed Credit Bureau Status ACK: Loss Type Evaluated Update Lost/Stolen Screen ACK: Set Fraud MasterCard ACK: Fraud Trans Defined Generic or Bank CODE
(True or false) For hotel reservation/car rentals we need the same evidence as card present transactions?
False: Hotel Reservations and Automobile Rentals will follow the same denial requirements as the subscription or serviced based path
Open Sky
≤ $25.00
Who is the Acquirer?
The acquirer is the merchant for the transaction(s) in claim.
01
STOLEN
Required ACK (Acknowledgement actions) for Visa
ACK: Reviewed Credit Bureau Status ACK: Loss Type Evaluated Update Lost/Stolen Screen ACK: Set Fraud Visa ACK: Fraud Trans Defined OS or Generic
Card Present Transactions: (TRUE OF FALSE): If i have Card in Possession, Valid History with Merchant, Transaction in AOR, bassed on the manual I have the required evidence for a denial?
True
≤ $50.00
What does it mean to write off a claim?
The claim will be written off if chargebacks have been keyed and the acquirer accepted the rebill OR if the evidence provided does not link the cardholder to the transaction(s) in claim.
03
FRAUD APP
Required Inv (Investigation Actions) for Visa
INV: OnBase Documents Reviewed, INV: ACCT NOTE REVIEW, INV: Auth Log Reviewed, INV: AVS Verified, INV: Previous Stmt Review, INV: Prior Claims Reviewed
Card Not Received Transactions (True or False): If I have the number that activated the card, and it links to cardholder, I have the required info to proceed with denial?
FALSE (missing evidence from card present or card not present pathways)
BILT
≤ $25.00
The process for which the merchant is rebilled for the transaction(s) in claim.
Chargebacks can be keyed within ≤120 days from the date the transaction took place
05
ATO
Chargeback rights
(True or False) Card Not Present Transactions require the same evidence the same way?
False: Merch based trans REQUIRE both Cardholder name • Shipping Address / Billing Address, and recommend one other piece of evidence. While Subscription based trans only REQUIRE cardholder name, and also REQUIRE two pieces of evidence.
Morgan Stanley
NONE
What is a reassertion?
When a claim has been denied due to evidence, the cardholder has the option to call or write in to let the business know they disagree with the denial of their fraud claim and have the claim reopened.
06
MAIL ORDER/TELEPHONE ORDER (MOTO)