Customer Support Representatives Handling Cases
This topic walks you through the following tasks that are related to handling cases and direct interaction with end users:
cara
Only the OAs and CSRs can work on cases that belong to the organizations that are in their scope. The MA, GAs, UAs, and FAs
cannot
perform these tasks.This topic walks you through the following tasks that are related to handling cases and direct interaction with end users:
2
How to Work on Cases
When RA marks a transaction as suspect or an FA marks a transaction for further investigation, the case
automatically
appears in the CSR’s case list.To work on the cases in your list:
- Log in as a CSR.
- Activate theCase Managementtab.
- Under theCase Managementsection, click theWorkOn Caseslink.The first case (in the order of the priority assigned to your cases) appears.The fields in the page are explained in the following table.
Field
| Description
|
User Name/Card Number/Beneficiary IMPSID/Terminal ID |
|
Next Action Date | The date when the user must be contacted the next time. |
Case History | The latest case Notes and Additional Notes entered by the previous call handler. If you want to review all the previous notes in this field, then click the More... link to do so. |
Case ID | The unique ID generated for the case. |
Alerts on This Case
| |
Mark Selected As | The fraud status of the transaction. The possible values in this field are:
If you have more than one alerted transaction that need your attention and after talking to the user you determine that all of their fraud status is the same (say Confirmed Fraud or Confirmed Genuine), then you can use this drop-down list to set the same in one action. |
Fraud Type | The type of fraud that occurred. |
Device ID | The ID of the device used for the transaction. |
Country | Based on the IP Address, the country from which the transaction was performed. |
IP Address | The IP address of the system or device used for the user transaction. |
Merchant | The merchant involved in the transaction. |
Currency | The currency used in the transaction. |
Amount | The total transaction amount. |
Organization's Base Currency | The base currency defined for the organization. |
Amount in Organization's Base Currency | The transaction amount converted to the organization base currency. |
Transaction Date | The timestamp when the given transaction was performed. |
TXID | The unique system-generated identifier for the user transaction. If required, you can click the Transaction ID to view its details. |
Model Score | The risk score returned by the Model for the transaction. |
Processing Code | A series of digits that describes the type of transaction and the accounts affected by the transaction. |
Datetime Local Txn | The local time at the ATM from where the transaction originated. |
Transaction Datetime | Time (Hours-Mins) extracted from the date/time when the ISO 8583 message was constructed in and represented in GMT/UTC. |
Transaction Amount | The total transaction amount. |
Reversal Amount | The amount reversed during the transaction. |
Secondary Auth Status | If the Risk Advice is INCREASE AUTHENTICATION, then this column specifies the result of the additional authentication that your application returned as feedback to RA. |
Action | The type of transaction performed by the user, which can be: ATM:
POS PURCHASE |
Transaction Status | The status of the transaction. |
Reversal Status | The status of the reversal transaction. |
Transaction Action Code | The code assigned to the transaction action. |
MTI | Message Type Identifier. This is a 4-digit field that classifies the high-level function of the ISO 8583 message (consisting of Message Version, Message Class, Message Function, and Message Origin). |
Matched Rule | The rule that matched and for which RA flagged the transaction as risky. |
Score | The overall risk score returned by RA for the corresponding transaction. This is a value between 0 and 100. |
Merchant Category | Category code of the merchant involved in the transaction. |
POS Entry Mode | Indicates the method used to enter the account number. |
Acceptor Address | Address of the card acceptor. |
Acceptor City | City from which the transaction originated. |
Acceptor State | State from which the transaction originated. |
Device Type | The type of device involved in the transaction. |
OS | The operating system on the device that was used to perform the transaction. |
Card Accept Country | The code identifying the country of the acquiring institution. |
Browser | The browser that was used to perform the transaction. |
Acquirer Country | Country where the acquiring institution for the POS is located. |
Device ID Status | The status of the Device ID:
|
Acceptor Terminal ID | Code that identifies a card acceptor terminal or a POS. |
Acceptor ID | ID of the card acceptor (merchant) operating the POS. |
ACQ Bin | Acquirer BIN of the merchant where the transaction was made. |
POS Condition Code | Indicates the transaction conditions at the POS. |
RRN | Retrieval Reference Number that helps identify and track all messages related to a given cardholder transaction. |
Response Code | The response code to a request for a transaction. |
AFPN Advice | Displays the AFPN advice if AFPN was invoked during the transaction or later. |
Advice | The action suggested by RA after evaluating the Risk Score of the transaction. |
Channel | The channel on which the transaction was performed. |
From To | The pre-defined date range using which you want to filter the data. |
Show Transactions | The button to display the alerted transactions based on the preceding From and To fields. |
Hide Transactions | The link to hide the displayed alerted transactions. |
Case Status | The current status of the case. The possible values are:
|
Queue | The Queue to which this case has been assigned. |
Note | The pre-determined reason for the update. |
Additional Note | Any additional information (in addition to the preceding Note) that describes the reason for the change in the case status or any of the fields before. This field cannot accept more than 250 characters. |
Next Action Date (GMT) | The date when the user must be contacted the next time for additional follow-up. |
Select User State | Note: This field is displayed only if you are viewing the alert for an Issuer organization.By default, each user has the state "UNDEFINED". Other states that the users can be set to are:
|
From To | The date range for which you want the user to remain in the configured user state. |
Predefined Duration | The duration for which you want the user to remain in the user state. Possible values are:
|
Reason | The reason for which the user is being added to the particular user state. |
If you have already set the user to a particular User State, then the next time you work on the case for that user the following fields are displayed: Current User State: The user state to which the user is assigned. You can choose to extend or shorten the time duration for which you want to keep the user in this user state by specifying the duration in the From and To fields.Note: The date and time specified here is always considered in the user's timezone. The value is stored in the database in GMT, but converted to user timezone when displayed to the user.Reset the User State: Resets the user state to the original state. | |
Add User to Exception List | Note: This field is displayed only if you are viewing the alert for an Issuer organization.If based on user inputs, you want to temporarily exclude a user from risk evaluation for a specified time interval. For example, a user is traveling to a Negative Country and you do not want the user to be denied any transaction for the same. In this case, you can add the user to the Exception User List. If the user is found in the Exception User List, then by default RA returns a low Score and the ALLOW advice for transactions originating from these users. |
From To | The date and time range for which you want the user to be exempted from RA risk evaluation. |
Predefined Duration | The duration for which you want the user to be exempted from RA risk evaluation. The reason for which the user is being added to the Exception User List. Possible values are:
|
Reason | The reason for which the user is being added to the Exception User List. |
If you have already added a user to the Exception User List, the next time you work on the case for that user, the following fields appear. | |
User Present in the Exception List
| |
Keep User in Exception List | You can choose to extend or shorten the time duration for which you want to keep the user in the Exception User List. Select the date and time range for which you want to keep the user in Exception User List. Note: The date and time specified here is always considered in the user's timezone. The value is stored in the database in GMT, but converted to user timezone when displayed to the user. |
Remove User from Exception List | Remove the user from the Exception User List. |
Reason | The reason for which the user is being kept in or removed from the Exception User List. |
4. Perform the required actions to capture the user inputs by using the fields explained in the preceding table.
5. When done, click one of the following buttons on the page:
- Saveto update your changes to the case.
- Save and Go To Next Caseto update your changes to the case and go to the next case assigned to you.
- Go To Next Caseto go to the next case assigned to you without saving the changes.
- Cancelto cancel any changes you just made on the page.
How to Manage Inbound Customer Calls
When an end user calls your Customer Support Center to dispute a transaction, then the attending CSR must use the Manage Inbound Calls page to capture the information provided by the user and make the required changes to the case based on this information.
To make the required changes to the case by using the Manage Inbound Calls page:
- Log in as a CSR.
- Activate theCase Managementtab.
- Under theCase Managementsection, click theManage Inbound Callslink to display the Manage Inbound Calls page.
- The updated Manage Inbound Calls page appears.From theSelect Organizationlist, select the required organization.
- Enter the user identification information.The field differs based on the channel configured for the organization, as follows:
- Default, ATM, POS, ECOM:Enter User Name
- 3DSecure:Enter Card Number
- IMPS:Enter User Name
- Acquirer Organization ATM and POS:Enter Terminal ID
- ClickSubmit.The Manage Inbound Calls page is refreshed with the specified user’s case information.
- Perform the required actions to capture the user inputs by using the fields explained in the table in How Customer Support Representatives Work on Cases.
- When done, clickSaveto update your changes to the case.If you do not want to save the changes you just made, clickCancel.
How to Add a User to the Exception User List
An
exception user,
in RA terminology, is an end user who is exempted from risk evaluation for a specified interval of time. RA always generates the ALLOW advice for such users.For example, a known (and trusted) user might travel to a blacklisted country for 3 weeks. Because RA is configured to generate very high score (and therefore DENY) for transactions coming from a Negative Country, every time the user performs a transaction in these three weeks will be denied. This is a frustrating situation for an end user. To exempt the user from such situation during their stay in the Negative country, you can configure the user as an exception user for these three weeks. In this case, all their transactions - genuine or fraudulent - will be allowed. Therefore, you must be careful with this feature and must add the user to VIP status only after talking to them.
You can add a user to the Exception User List in two ways:
- While Working on Cases
- While Handling Inbound Customer Calls
While Working on Cases
To add a user to the Exception User List:
- Log in as a CSR.
- Activate theCase Managementtab.
- Under theCase Managementsection, click theSearch Caseslink to display the Search Case page.
- From theSelect Organizationlist, select the required organization.
- Enter User Nameand clickSubmit.The Case Summary page appears.
- Click the numerical Case ID in theCase IDcolumn.The Case page appears.
- Scroll down the Case page.
- At the end of the page:
- Select theAdd User to exception listoption.
- In theFromandTofields, specify the date and time interval for which you want the user to be exempted from risk evaluation.If you want to add the user to the list for a short duration (12 Hours,1 Day,2 Days,4 Days), then you can select thePredefined Durationoption.
- Specify theReasonyou are adding the user to the list.
- When done, clickSaveto update your changes to the case.
While Handling an Inbound Customer Call
To add a user to the Exception User List:
- Log in as a CSR.
- Activate theCase Managementtab.
- Under theCase Managementsection, click theManage Inbound Callslink to display the Manage Inbound Calls page.
- From theSelect Organizationlist, select the required organization.The updated Manage Inbound Calls page appears.
- Enter User Nameand clickSubmit.If you have configured accounts for the organization, you will be prompted to enter the user identifier. You can filter based on user name or the account type from the drop-down list.The Manage Inbound Calls page is refreshed with the specified user’s case information.
- Scroll down the Manage Inbound Calls page.
- At the end of the page:
- Select theAdd User to exception listoption.
- In theFromandTofields, specify the date and time interval for which you want the user to be exempted from risk evaluation.If you want to add the user to the list for a short duration (12 Hours,1 Day,2 Days,4 Days), then you can select thePredefined Durationoption.
- Specify theReasonyou are adding the user to the list.
- When done, clickSaveto update your changes to the case.
How to Blacklist a Device
From this release, RA allows CSRs working on cases to mark devices as risky. CSRs can add a Device ID to a blacklist or remove Device IDs from the blacklist. This feature simplifies the process of maintaining Device ID blacklists. Currently, the process requires RA users to export data for all transactions marked as fraud and extract the Device IDs to maintain the list.
To blacklist a device:
- Log in as a CSR.
- Activate theCase Managementtab.
- Under theCase Managementsection, click theWorkOn Caseslink.The first case (in the order of the priority assigned to your cases) appears.
- Click the icon next to the Device ID.
- In the dialog box that appears, clickOKto add the Device ID to the blacklist as shown.

- When done, clickSaveto update your changes to the case.The Device ID is added to the blacklist. The ID is highlighted on the Administration Console, as shown.

Similarly, to remove a device from blacklist you must click the icon next to a highlighted Device ID and click
OK
in the Remove from Blacklist dialog box.