Report fraud to a card network

  • Release version: Xanadu
  • Updated August 1, 2024
  • 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

    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

    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 the case to work on.
      To work on a case that is not assigned to you yet, assign it to yourself by selecting Assign to me.
    5. Select the Playbook tab.
    6. Select the Fraud reporting activity under the Chargeback playbook stage.
    7. Select the fraud reporting task that you want to complete.
    8. On the form, fill in the required fields and any other related information that you've gathered.
    9. Optional: In the Work notes field, enter any comments.
    10. Close the task from the task form.
      Dispute activityAction
      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.