Page Comparison

Create the Claim

Step 1: Answer “Which of the following would you like to report?” with “I did not participate in this transaction, and I did not authorize anyone else to participate in this transaction.

I suspect fraud.

”

Image RemovedImage Added

Step 2: Answer “Which of the following best describes the reason for your dispute?” with “I didn’t make the purchase, but I still have my card.”

Step 3: Click the Continue button

Step 4: Locate and select the disputed transaction(s) or click Manually add the transaction to add a transaction to the claim, click the Continue button

Step 5: Answer the additional questions, then click the Continue button

Expand

Answer “Have you ever done business with any of the merchants involved in the fraudulent transactions?” with “No”
Answer “Do you always have possession of the card?” with “Yes”
Answer “Have you ever authorized another person to use your card?” with “No”
Answer “Have you ever shared your Personal Identification Number (PIN)?” with “No”
Answer “Would you like us to send you a replacement card?” with “No”
Answer “Do you have any additional information to provide about this dispute?” with “No”

Step 6: On the Summary screen, review the information, then click the Submit button

Action the Claim

Use an open claim to show the options in the Actions menu that are available.

Step 1: Open the Card Secure claim you’ve created as an intake user

Use the Search bar to locate the claim by entering the claim ID

Step 2: Add a note

Add the following note to the claim:

Subject
Request to Add Transaction to Claim

Body
Account holder called in to request to add the <merchant name> charge for <amount> on <transaction date>. This charge is also fraudulent.

Use transaction details of a charge on the account that you'll add to the case when walking through the Actions menu.

Versions Compared

Old Version 12

New Version Current

Key