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Fraud Resolution Revamp

Fraud Resolution Revamp. MOTO FRAUD July 17 th , 2011. An Introduction to MOTO Fraud. MOTO is an acronym for Mail Order/Telephone Order and includes all eCommerce done either over the phone, fax or through a web site; all in a [CNP] “Card-Not-Present” environment.

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Fraud Resolution Revamp

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  1. Fraud Resolution Revamp MOTO FRAUD July 17th, 2011

  2. An Introduction to MOTO Fraud • MOTO is an acronym for Mail Order/Telephone Order and includes all eCommerce done either over the phone, fax or through a web site; all in a [CNP] “Card-Not-Present” environment. • MOTOclaims often can be accepted with minimal fraud loss to Target due to “Chargeback” rights we have with VISA for CNP fraud activity • So in MOTO fraud claims, the goal of the team member is to pursue these chargebacks in order to minimalize potential fraud loss.

  3. Processing MOTO Fraud Domestic Charges with a MOTO value of 1, 2, 3, 4, 7, 8 or 9 • Chargeback using Reason Code 83 • Complete Questionnaire in [VROL] • No Affidavit Required Domestic or International Charges with a MOTO value of 5 or 6? • No Chargeback Rights • Write-off to 4580 GL International Charges with a MOTO value of 1, 2, 3, 4, 7, 8 or 9 • Chargeback using RC 83 • Complete Questionnaire in [VROL] • Affidavit Required All remaining Charges under $10.00, or are no longer within Time Frames • Affidavit Required • Written-Off to a GL as a Fraud loss

  4. Challenges: • If the cardholder does not properly indicate all fraudulent activity on the Affidavit or Cardholder Letter, we will not have chargeback rights for International Charges. • To overcome this issue Fraud Resolution team members have been provided with the transaction list letter/email to send to the cardholder to get this information. • Future scope will be to partner with fraud detection on the best ways to educate our guests in listing all disputed transactions so that we can pursue all possible chargebacks. • And although this is in place today – are there opportunities to improve our guests awareness of fraud activity?

  5. Benefits • Clearer, more defined step-by-step process flow for pursuing chargebacks on Mail/Phone claims. • A critical re-evaluation of Mail/Phone as a Fraud type

  6. Questions Questions Questions Questions

  7. Thank You!

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