Report fraud

  • Release version: Yokohama
  • Updated March 3, 2025
  • 1 minute to read

    • Report potential fraud on a transaction to a card network. If the dispute category is Fraud, the Report fraud activity is displayed for a transaction.

    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 (List icon.).
    3. In the Lists tab under Card disputes service cases, open the case list.
    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 transaction level of the playbook Processing tab, select the transaction ID.
    7. The Investigate stage is initiated for the transaction.
    8. Select the Report fraud activity.
    9. Review the dispute amount and financial transaction for fraud reporting.
    10. Optional: In the  Remarks field, enter any comments.
    11. Select Close task.

    Result

    Depending on the policy rule, the task moves to the next activity. The following activities are displayed based on the policy rule.
    Table 1. Policy rules
    Policy rule Activity displayed
    Immediate Provisional Credit Issue provisional credit
    Immediate Final Credit Set recovery option
    No Credit Review participating merchant alerts
    Deny Case is denied