Report fraud to a card network
Report potential fraud on a transaction to a card network.
Before you begin
Role required: sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector
Important: For the agent connector role to work, it must be combined with one of the CSM industry data model roles. For more information, see Roles and Personas.
About this task
A transaction will include the Fraud reporting task within the workflow if potential fraud was flagged for a transaction during manual investigation.
Procedure
Navigate to All > Financial Services Operations > Workspace.
Select the lists icon (
lists icon\).
In the Lists tab under Card disputes service cases, open the case list.
- For your assigned cases, select Assigned to me.
- For all dispute cases, select All.
- In the list, select which case you want to work on.
If you want to work on a case that isn't assigned to you yet, you can assign it to yourself by selecting Assign to me.
Select the Playbook tab.
Select the Fraud reporting activity under the Chargeback playbook stage.
Select the fraud reporting task that you want to complete.
On the form, fill in the required fields and any other related information that you've gathered.
In the Work notes field, enter any comments.
Close the task from the task form.
Dispute activity Action To close the Fraud reporting task Select Close.
Result
If fraud was flagged, if not previously triggered, the block and reissue card task triggers. The transaction moves to the Initiate chargeback stage.
Parent Topic:Initiating a chargeback