Making Code 10 Calls After a Transaction

Sometimes a sales associate may not feel comfortable making a Code 10 call

while the cardholder is at the point-of-sale, or the sales associate may become

suspicious of a cardholder who has already left the store.

Emphasize to your sales staff that they can make Code 10 calls even after a

cardholder leaves the store. A Code 10 call at this time may help stop fraudulent

card use at another location, or perhaps during a future transaction at your

store.

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The Code 10 Call Process

    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 acquirer 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.

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Code 10 calls

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, a 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.

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