What to do in the event of Fraud

Taking action to minimise
risk and potential loss

Mastercard® has established security procedures that can help you protect your business from loss.

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 Authorisation Centre and request a Code 10 authorisation.

A Code 10 authorisation 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 staff will be transferred to the card issuer's special operator who will provide instructions on any necessary action.

Making a code 10 authorisation request

If your employees suspect fraud, train them to remain calm and call the Voice Authorisation Centre immediately. When the operator picks up, train your staff to say, "I have a code 10 authorisation 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 your hand.
  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.

If it becomes necessary to notify the police, the operator will do so while your employee waits on the line.

Reporting fraud

Sometimes fraud happens even with strong preventive measures in place. Keep contact information for reporting fraud easily accessible and make sure your employees know how to use it.

Whom to contact

If a fraudulent transaction occurs, contact the following for assistance:

  • Your bank or payment processor
  • Your legal advisor
  • Your local police department

Mastercard SecureCode™ Protects Online Transactions

Mastercard SecureCode provides merchants with an authentication solution that takes online shopping security to a new level.

Learn more