Report fraud to 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
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.
In the Processing tab, select the transaction ID.
Select the Report fraud to card network task in Dispute Workspace.
On the form, fill in the required fields and any other related information that you have gathered.
Select Add file to attach supporting documents to the task.
Note: You must upload a single
.zipfile whenever you submit documents to Mastercard. For more information, see Mastercard document requirements.Select Submit fraud.
Note: If an error message displays in the Activity stream, the Submit fraud button displays again to retry.
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.
| 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 |
Parent Topic:Processing a Mastercard dispute