UPDATE ON FRAUD CASE

Hi Team,

It has been observed that there are a lot of Chargeback cases which are reported as fraud and later CB is raised based on our feedback to call centre causing unnecessary delay in the refund to the customer.

Please follow a few things while speaking with the customer.

1. Ensure customer calls are not unnecessarily stretched. It causes irritation to the customer who is reporting a fraud.

2. For any ATM withdrawal case, first check whether customer attempted the transaction or not. It has been observed that most of the times customer has attempted the transaction but money was not dispensed by ATM machine but account got debited. This is not a case of fraud but a case of chargeback and in this case, it should not be reported to us but CB can be raised directly.

3. In case of ECOM fraud, check whether the registered number is with the customer or not. He/ She should also check whether customer got any call from a stranger/ fraudster for seeking details of the card, CVV etc. 

4. In case of POS transaction,  check whether the customer has gone to the merchant for doing the transaction or not.

Please ensure to share full details of the case instead of simply writing "CUSTOMER HAS NO KNOWLEDGE OF THE TRANSACTION".

If still any query, ask the supervisor or leave the comment in this post.