When you suspect fraud

• If your employees are suspicious about a card or a cardholder at any time during a transaction, tell them to call the Authorization Center and request a Code 10 authorization.
• A Code 10 authorization request alerts the card issuer to suspicious activity — without alerting the customer. During a Code 10 call, your acquirer may ask for transaction details. Your call will be transferred to the card issuer's special operator who will provide instructions on any necessary action.
• When the operator picks up, train your employees to say, "I have a code 10 Authorization Request," and then follow these steps:

1. Stay calm to avoid alarming the person who presented the card.
2. Keep the card in question in hand to address any questions.
3. Answer the operator's questions in a normal tone, with a simple "yes" or "no."
4. Follow the operator's instructions.
5. For your staff's safety, do not, under any circumstances, confront or try to apprehend the customer.