What if I suspect a cardholder's transaction is fraudulent?
Not all unfamiliar transactions are fraudulent. Before initiating an investigation, check if the transaction could fall into one of the following categories:
- Unfamiliar business names: Sometimes, transactions appear under the merchant’s trading name, which may not be familiar to the cardholder. Search the merchant name online to see if it can be recognized.
- Pending or pre-authorized payments: Certain transactions, such as those at petrol stations, might show a pre-authorized amount that’s higher than the actual spend. The pre-authorized amount will be refunded once the correct transaction is processed.
- Offline payments: Payments made while offline, such as during a flight, may show up on the cardholder's account at a later date. These delays can sometimes cause confusion.
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Subscriptions: After a free trial period, the cardholder may be charged for ongoing subscription membership. If this is the case, advise them to contact the merchant to request a refund and cancel the service. Direct them to more information on managing subscriptions.
What to do next
If you are confident the transaction is fraudulent after these checks, notify the cardholder and block the card then contact us immediately. Provide us with the transaction details, and we will and investigate further.