Report fraud to card network

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • 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

    Procedure

    1. Navigate to All > Financial Services Operations > Workspace.
    2. Select the lists icon (lists icon).
    3. 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.
    4. 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.
    5. Select the Playbook tab.
    6. In the Processing tab, select the transaction ID.
    7. Select the Report fraud to card network task in Dispute Workspace.
    8. On the form, fill in the required fields and any other related information that you have gathered.
    9. Optional: Select Add file to attach supporting documents to the task.
      Note:
      You must upload a single .zip file whenever you submit documents to Mastercard. For more information, see Mastercard document requirements.
    10. Select Submit fraud.
      Note:
      If an error message displays in the Activity stream, the Submit fraud button displays again to retry.
    11. Select Close task.

    Result

    Depending on the policy rule, the transaction moves to the next task. The following tasks are displayed based on the policy rule.

    Table 1. Task outcome based on the policy
    Policy Outcome
    Immediate provisional credit (IPC) Reverse provisional credit or Convert provisional credit to final credit
    Immediate final credit (IFC) Provide final credit to customer
    No credit Alert merchant regarding dispute