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:
  1. Log in as a CSR.
  2. Activate the
    Case Management
    tab.
  3. Under the
    Case Management
    section, click the
    Work
    On Cases
    link.
    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
  • The card number of the user (Default, Ecom, and Issuer ATM and POS channels)
  • The Terminal ID from where the transaction was performed (Acquirer ATM and POS channels)
  • The Beneficiary IMPSID (IMPS channel)
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:
  • Undetermined
  • Confirmed Fraud
  • Confirmed Genuine
  • Assumed Fraud
  • Assumed Genuine
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:
  • WITHDRAWAL
  • FINANCIALINQUIRY
  • PINCHANGE
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:
  • READ: The Device ID was read from the device.
  • NEW: The Device ID was assigned to the device.
  • REVERSE LOOKUP: The Device ID was determined by matching the input device signature against the device signatures that were successfully associated with the user.
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:
  • INPROGRESS
  • ONHOLD
  • CLOSED
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:
  • Positive
  • Suspect
  • BlackListed
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:
  • 12 hours
  • 1 Day
  • 2 Days
  • 4 Days
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:
  • 12 hours
  • 1 Day
  • 2 Days
  • 4 Days
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:
  • Save
    to update your changes to the case.
  • Save and Go To Next Case
    to update your changes to the case and go to the next case assigned to you.
  • Go To Next Case
    to go to the next case assigned to you without saving the changes.
  • Cancel
    to 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:
  1. Log in as a CSR.
  2. Activate the
    Case Management
    tab.
  3. Under the
    Case Management
    section, click the
    Manage Inbound Calls
    link to display the Manage Inbound Calls page.
  4. From the
    Select Organization
    list, select the required organization.
    The updated Manage Inbound Calls page appears.
  5. 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
    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.
  6. Click
    Submit
    .
    The Manage Inbound Calls page is refreshed with the specified user’s case information.
  7. 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.
  8. When done, click
    Save
    to update your changes to the case.
    If you do not want to save the changes you just made, click
    Cancel
    .
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:
  1. Log in as a CSR.
  2. Activate the
    Case Management
    tab.
  3. Under the
    Case Management
    section, click the
    Search Cases
    link to display the Search Case page.
  4. From the
    Select Organization
    list, select the required organization.
  5. Enter User Name
    and click
    Submit
    .
    The Case Summary page appears.
  6. Click the numerical Case ID in the
    Case ID
    column.
    The Case page appears.
  7. Scroll down the Case page.
  8. At the end of the page:
    1. Select the
      Add User to exception list
      option.
    2. In the
      From
      and
      To
      fields, 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 the
      Predefined Duration
      option.
    3. Specify the
      Reason
      you are adding the user to the list.
  9. When done, click
    Save
    to update your changes to the case.
While Handling an Inbound Customer Call
To add a user to the Exception User List:
  1. Log in as a CSR.
  2. Activate the
    Case Management
    tab.
  3. Under the
    Case Management
    section, click the
    Manage Inbound Calls
    link to display the Manage Inbound Calls page.
  4. From the
    Select Organization
    list, select the required organization.
    The updated Manage Inbound Calls page appears.
  5. Enter User Name
    and click
    Submit
    .
    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.
  6. Scroll down the Manage Inbound Calls page.
  7. At the end of the page:
    1. Select the
      Add User to exception list
      option.
    2. In the
      From
      and
      To
      fields, 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 the
      Predefined Duration
      option.
    3. Specify the
      Reason
      you are adding the user to the list.
  8. When done, click
    Save
    to 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:
  1. Log in as a CSR.
  2. Activate the
    Case Management
    tab.
  3. Under the
    Case Management
    section, click the
    Work
    On Cases
    link.
    The first case (in the order of the priority assigned to your cases) appears.
  4. Click the icon next to the Device ID.
  5. In the dialog box that appears, click
    OK
    to add the Device ID to the blacklist as shown.
    This screenshot shows how to add a Device ID to blacklist.
  6. When done, click
    Save
    to update your changes to the case.
    The Device ID is added to the blacklist. The ID is highlighted on the Administration Console, as shown.
    This screenshot shows a highlighted blacklisted element.
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.