May 2019

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Barclaycard Fraud

ReporterCDRN, Powered

by Verifi

• Types of Cases Available to Resolve• Customize Your Case Activity Report• Identifying Case Types• Resolving One Case at a Time• Mass Resolve – Resolving Cases Offline• Download Case Activity Report• Adding a Merchant • Adding Descriptors• Add a User• Edit a User • Support (to be added by Barclays)

Title

Contents

You acknowledge and agree that this User Guide and the proprietary information contained herein (collectively, the “User Guide”) is the sole property of Verifi, Inc., or its applicable subsidiaries (“Verifi”). Additionally, you acknowledge that the User Guide contains information of a confidential nature relating and/or pertaining to Verifi and its products and services and is being provided to you on a confidential basis. Accordingly, this User Guide and the information contained herein shall be deemed to constitute “Confidential Information”. By your use of this User Guide, you agree that the proprietary Confidential Information herein is owned, licensed, and/or controlled by Verifi, may be deemed to constitute trade secrets under applicable law, and such Confidential Information shall only be used in furtherance of the purposes of the underlying agreement entered into between your organization and Verifi. Finally, you agree that this User Guide shall not be disclosed to anyone outside of your organization.

INTERNAL USE ONLY – CONFIDENTIAL

Ty Cases Available to Resolve

CancelA Cancel Case is created by the issuer when the customer wants to cancel a subscription.

No refund is expected, and most often the merchant cancels the subscription.

There are 3 types of Cases available to resolve.

Dispute CaseA Dispute Case is created by the issuer to resolve fraud and non-fraud disputes raised by the customer, prior to becoming a chargeback.

The issuer places the dispute on hold for 72 hours, allowing the merchant to review and respond with a resolution before proceeding with a chargeback.

To prevent a chargeback a refund must be issued to the card holders account.

Fraud NoticeThis is Visa TC40 and Mastercard SAFE alerts used to send as a notification that a transaction was deemed fraudulent by the issuer or the customer.

The most common actions taken by merchants on a Fraud Notice case include:

• Block reported cards• Stop shipment of goods/Services• Enhance internal fraud analytics

Note: The issuer has not paused the Chargeback flow for Fraud Notice cases. Issuing a refund does not guarantee a Chargeback will not be received

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Case Activity Experience

Upon receiving a case you’ll have the opportunity to customize your case activity experience. The result header is editable via a right click of the mouse.

As you check/uncheck boxes columns will appear or drop from view. This function automatically saves the new format upon click and will remain in place until manually changed.

For Best practices we recommend to use the following view: • Case ID• Received Date• Status• Type• Account Number• Amount• Auth Code• Order ID• Case Age• Transaction Age

Case Activity ContinuedOnce your view is setup your next goal is to identify your priorities based on Case Type, Case Age and Transaction Age.

• Case Age – Identifies how long the case has been waiting for a merchant response

• Case Type – Identifies if the case is in customer dispute phase or relates to TC40 data. Explanation of case type on slide 7.

• Transaction Age – Identifies time between transaction authorization and current date

Resolving One Case at a Time

• Click on the Case Activity Tab• Select a date range of Cases for display• Cases ready to be resolved are listed

with a Resolve button in the status box• Click on the Resolve button• Case Details will be displayed • leverage the transaction details on the

right of the display to find a matching transaction in your system

Reviewing the case details and resolving the Case

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Resolving Case ContinuedThe case information on the left of the display provides insight into the history of this dispute.

Evaluate this information and determine best recourse for your company to take. • Case Date – Date in which issuer confirmed cardholder

event. • Received Date – Date the CDRN network received the

case• Amount – Amount being disputed• Type – Identifies the trigger for case creation into CDRN

Note: Fraud notice cases will typically have a case date within 24 hours of the case received date, however Dispute/Cancel cases can have up to a 2-week delay between case date and case received date

Case Resolution ContinuedOnce you have found a match in your system a business decision must be made on the outcome of the case.

• First, update the transaction in your CRM based on your business decision

• Second, navigate back to the CDRN site and update the referenced case

• The Resolution Information pane contains an OutcomeDropdown. Here, you can decide how to handle the Case – Resolved/Declined.

• Select the appropriate Reason from the dropdown that best matches the action taken within your CRM

Note: If there is not an option available that best matches the actions taken within your CRM please contact support with additional details

Mass Resolving Cases

To create and download the Mass Resolve file, click Cases in the Main Menu Bar 1. Select desired date range

a. Click All Cases To Resolve buttonc. Ready cases for are displayed in the Records pane

2. In Select Download Format, select Mass Resolve, then click Download

3. Open the downloaded Mass Resolve file using Microsoft Office Excel. The cases can now be quickly reviewed and targeted for resolution action.

Work the Mass Resolve File 1. In the Mass Resolve file, locate the columns with a red header: Outcome, Credit Date, Credit Amount, and Credit Currency.

2. Use the file information to locate transaction matches in your CRM and execute the desired outcome.

3. Click the Outcome Column Dropdown to select the desired resolution or decline for the case.

4. For all resolved cases that reference a processed refund, enter corresponding values in the Credit Date and Credit Amount Fields. Repeat Steps 1-4 for remaining cases in the Mass Resolve file.

5. Save the Mass Resolve file. The saved file can now be easily dropped or uploaded into MyCDRN.

Allows the user to download an Excel file and resolve cases offline

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Upload Mass Resolved Cases

1. Click the Mass Resolve tab in the Cases page.

2. Drag and drop your completed Mass Resolve file into the dropzone (highlighted by blue border), or upload the file by clicking in the dropzone and select the file from the File Upload Dialog.

3. The file will auto-process and provide immediate results, including Time stamp, File Name, Status, Resolved count, Declined count, Cancelled count, Error count, Total count, and User Name of the user who uploaded the Mass Resolve file for processing. You can also download and review the results contained in the Response file.

Drop/Upload the Completed Mass Resolve File

The following Errors messages will display if the mass upload fails:

300 – General Error Processing the Request (Review and retry – Contact support for further assistance) 301 – Required Field missing or incorrect format (Review and retry – Contact support for further assistance) 303 – Case Status is not eligible for update (Case ineligible for an update – Contact support for further assistance)

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Case Resolutions Available – Resolve Codes

Code Description Explanation

100 Successfully processed, resolved w/credit: cancellation processed & credit will post in 2 business days

Select this status code if a refund was issued after the Case Received Date. Also used to indicate if shipment was successfully stopped and refunded.

101 Resolved w/partial credit: cancellation processed & partial credit will post in 2 business days

Select this status code if the processed refund is less than the full transaction amount.

102 Authorization cancelled Select this status if the associated transaction has not completed settlement and will not be captured.

952 Transaction previously credited for case amount, no balance remaining

Select this status code if a refund was issued prior to the Case Received Date.

Available options if the Case is successfully resolved with a refund

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Case Resolutions Available – Decline Codes

Code Description Explanation900 Unmatched General / other

901 Unmatched Merchant not participating

902 Unmatched Unable to locate Original Transaction

940 Duplicate Request A Fraud Reporter/CDRN case was already received for this transaction

950 Merchant account closed, unable to process credit Unsuccessful attempt to credit account

952 Transaction previously received a chargeback Chargeback has been received already

953 Request is outside eligibility timeframe Case is no longer eligible for a refund

954 Transaction 3D Secure authenticated successfully Verified by Visa/MasterCard SecureCode

956 Matched, unable to stop order fulfillment Already shipped the goods

957 Matched, proceed with chargeback for resolution

Use these resolution codes if the Case was declined for a refund

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INTERNAL USE ONLY – CONFIDENTIAL

Download Case Activity Report

Download your case activity report from the Case Activity Tab

• Choose the date range you want to pull for the report

• Select the Download Format for your report

• Click Download

Allows you to download case activity report

Download Configuration

Click Download Configuration tab

• Click Create New Format

• Enter the Name of the new file in the Namefield

• Select CSV or Excel file

• Select fields you want from the Available Fields. (Click and drag the field name to the Selected Fields.)

• Confirm the fields you have selected are in the order you want

• Click Save

How to select and save a file format to download a case activity report

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Adding a Merchant

ENTER IN THE RESPECTIVE FIELDS:

NAME – Merchant Name or Website URL

ID NUMBER – Add a unique identifier for the Merchant in your company. If unsure what to use, temporarily enter the word “BLANK.”

CATEGORY CODE – 3 to 4-digit code defining the Merchants’ type of business. If unknown, enter the number “1.”

STATUS – Enabled/Disabled

ACQUIRER NAME – Name of the bank you use to process transactions (Barclaycard)

ACCOUNT NUMBER – Merchant’s bank account number

ACCOUNT CLASSIFICATION – Enter: E-commerce, Moto, or Retail. If uncertain, select Other from the list.

REQUIRE ARN – Indicate “Yes” if you wish to receive Cases only from Issuers that provide Acquirer Reference Number (ARN). If you leave this box unchecked, you’ll receive all available Cases.

• Click Merchants in the Main Menu Bar• On Merchants Page, click Add Merchant

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Adding Descriptors

ENTER IN THE RESPECTIVE FIELDS:

MERCHANT – Select Merchant Name from the Merchants Page. If the name is in the system, it will auto-complete at 3 characters.

NAME – Assign a unique Descriptor name for your use and reference in the Fraud Reporter/CDRN system

ID NUMBER – Assign a unique numerical identifier to the Descriptor. If unknown, enter the word “BLANK.”

DESCRIPTOR – Add the alphanumeric value of the Payment Descriptor registered with Barclaycard (up to 22 characters), as it appears on the Cardholder statement

DESCRIPTOR CONTACT – Add Phone Number, Email Address, or Website URL of the Payment Descriptor used by your Bank

APPLIED BY – The original source that applied the Descriptor to the payment transaction. Includes: Transaction, Gateway, Acquirer. If uncertain, select “Unknown.”

STATUS – Select “Enabled” to make the Descriptor active, or “Disabled” if you want to add the Descriptor to the Merchant and not make it eligible for participation in the network.

• Click Descriptors in the Main Menu Bar• On Descriptors Page, click Add Descriptor

Add a User

COMPLETE THESE STEPS ON THE “ADD USER” PAGE:

1. Enter Username, E-mail Address, and Password in their respective fields

2. In Status Section, select a radio button: Active or Blocked. This allows you to determine access at any time for users.

3. Assign permission level for the user in the Roles section of the User Management Dialog

4. Click Notify user of new account checkbox at the bottom. An email will be sent to the address you entered, notifying the new user that their account has been activated.

5. Click the Create new account button to finalize the account creation

The new user will receive a welcome email with instructions to reset their password.

Users with admin access have the ability to create new users

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Edit a User

To edit user settings (including blocking a user):

• Select the desired user profile and click Edit

• Change the status of a user under Status

• Click Save

Users with admin rights have the ability to edit user access

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