How to Make a Code 10 Call
When something does not look right, i.e. the
security features look altered or
they are missing, keep the card in your possession and make a Code 10 call to
your authorization center. You may be asked to keep the credit card or you
might be instructed to return the card. If your authorization center tells
you it is ok, write down the authorization number on the sales receipt.
Code 10 calls allow merchants to alert card issuers to suspicious activity and
take appropriate action when instructed to do so. You should make a Code 10
call to your voice authorization center whenever you are suspicious about a
card, cardholder, or a transaction. The term "Code 10" is used so the call can be
made at any time during a transaction without arousing a customer's suspicions.
How to Make a Code 10 Call
- Keep the card in your possession during the call.
- Call your voice authorization center, and say, "I have a Code 10
authorization request."
The call may first be routed to a representative at your merchant bank who
may need to ask you for some merchant or transaction details. You will
then be transferred to the card issuer and connected to a special operator
who will ask you a series of questions that can be answered with a simple
yes or no.
- When connected to the special operator, answer all questions calmly and
in a normal tone of voice. Your answers will be used to determine whether
the card is valid.
- Follow all operator instructions.
- If the operator tells you to pick up the card, do so only if recovery is possible
by reasonable and peaceful means.
If for some reason, you do not feel comfortable making this call during the transaction,
you can still call the authorization center after the consumer has left your
store. Doing this might help to prevent more fraudulent transactions to
another merchant.
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