FRAUD

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What is Fraud?

Ø Wrongful or criminal deception intended to result in financial or personal gain.

Fandango is a retailer and as such, fraud is an element of our business and operating environment that we experience and must address.

From Fandango’s perspective, we typically encounter 3 types of fraud:

Financial
Identity
Promo/Policy

COMMON TYPES:

1. Financial

a. Financial fraud occurs when someone uses a credit card, or information from a credit card, to complete a transaction that is not authorized by the legitimate account holder.

2. Identity

a. Identity fraud occurs when someone acquires and uses personal information of a legal person in an unauthorized manner, with the intent to commit, or in connection with, fraud or other crimes. Identity fraud is often a part of perpetrating financial fraud.

LEAST COMMON TYPE

3. Promo/Policy

a. Promo/Policy fraud occurs when someone knowingly violates our Terms of Service regarding policy and promotional offers.

Chargebacks – a.k.a. Disputed charges.

A transaction reversal meant to serve as a form of consumer protection from activity committed by both merchants and individuals. Cardholders file a dispute with their issuing bank, at which point the merchant's bank is debited the amount of the transaction that was previously credited. A chargeback is not an indicator of fraud as there can be various factors involved in the dispute.

HOTLISTED

 An account is Hotlisted either due to fraudulent activity or a chargeback dispute being received.

Only members of the Fraud Team should be adding or removing anything from the Hotlist.

To verify if an account is Hotlisted, go to the;

o Admin Tool>>>Transaction Detail>>>Customer email. If the information is hotlisted it will be noted in red

If a Customer is contacting Customer Service regarding failed transactions from a Hotlisted account please take the following steps – Verify with the Customer:

1. Has there been a recent credit card dispute?

2. Why/When the dispute was made and for what reason? a. Include all details in the escalation.

Escalate the issue even if the Customer cannot remember details and document the incident accordingly.

Incident Handling Steps:

1. Category: Unblock Request

2. Subject: Hotlisted Account

3. Status: Fraud

4. Queue: Fraud

5. Standard Text

a. Customer: Fraud Claim Submitted

b. Escalation: Escalation - Hotlisted

i. Provide required information for the escalation template.

6. Save & Close

ACCERTIFY REJECTIONS

Accertify is the fraud engine that all ticketing/rewards transactions are reviewed thru. If a transaction is rejected or a risk limit exceeded by Accertify the credit card will not be authorized and the CU receives an error message. Be advised that not all Accertify rejects are indicators of fraud. If a Customer contacts Customer Service regarding a rejected transaction it should be escalated to the Fraud Team.

Please take the following steps –

1. Review most recent transaction attempted, then determine the reason the transaction rejected.

2. In the Purchase Transaction Detail under Fraud Control it will show the Accertify Status (see attachment)

3. If the transaction is showing “Fraud Control: Accertify – Accept” then further review the potential causes within the transaction detail.

4. If it’s “Fraud Control: Accertify – Reject” then escalate to the Fraud Team.

5. Please include the Transaction ID [A.K.A Order Number] in the Incident and advise the Customer of the standard timeframe for a response.

Incident Handling Steps:

1. Category: Accertify Risk Limit Exceeded

2. Subject: Accertify Risk Limit Exceeded/Reject

3. Status: Fraud

4. Queue: Fraud

5. Standard

a. Customer: Fraud Claim Submitted

b. Escalation: Escalation – Accertify Reject

i. Provide required information for the escalation template.

6. Save & Close

CARDHOLDER REPORTED FRAUD

This is the most common type of fraud and the most important to handle correctly. In these cases documentation is critical. The Customer may not be apt to provide crucial details such as the specific card number used. Let them know the more details provided the faster the resolution will be.

If the correct category is chosen you will be requested to complete the information on the FRAUD TAB in CRM.

Take the following steps –

1. ALWAYS use the Fraud Template below when creating incident regarding Cardholder Reported Fraud.

Located in CRM: Standard Text>>>English Templates>>>Internal Escalation>>>Fraud Request Escalation

***You will need to fill out the Fraud Tab in CRM. If the Customer has any additional information to offer please note that within the incident. ***

1. DO NOT ISSUE FRAUD REFUNDS – The Fraud Team will determine whether a transaction will be refunded.

In many cases of Cardholder Reported Fraud, the Customer will be upset and blame the company for making these unauthorized charges. It’s important to let them know that we take fraud very seriously and will work to resolve their issue as quickly as possible. That said we cannot provide them any specific transaction details of the charges made. Compile all the requested documentation using the specific fraud template and advise the Customer of the standard timeframe for a response.

Incident Handling Steps:

1. Category: Charges not recognized

2. Subject: Charges not recognized

3. Status: Fraud

4. Queue: Fraud

5. Standard

a. Customer: Fraud Claim Submitted

b. Escalation: Fraud Request Escalation

i. Provide required information for the escalation template.

6. Save & Close

UNAUTHORIZED EMAIL/PASSWORD CHANGE

When an e-mail address or password is changed for a Fandango VIP Account a notification email is generated and sent to the email address connected to that specific account.

If a Customer contacts Customer Service stating this was an unauthorized change, please take the following steps-

1. Create an incident with the subject line: “Unauthorized E-mail Change” or “Unauthorized Password Change” {use the heading which pertains to the issue}

2. An email is auto-generated to the Corporate Escalations Team: CorporateEscalations@Fandango.com using the same heading. {use the heading which pertains to the issue}

a. When CET receives the communication, the e-mail associated to the Fandango VIP Account will be hotlisted within the Admin Tool.

3. Assign the incident to the “Fraud Queue”

If the Customer shows concern about their credit card information, advise them this information is encrypted on the site and whoever logged in will not be able to see their full credit card number.

UNAUTHORIZED EMAIL CHANGE

Incident Handling Steps:

1. Category: Unauthorized e-Mail Change

2. Subject: Unauthorized e-Mail Change

3. Status: Fraud

4. Queue: Fraud

5. Standard

a. Customer: Fraud Claim Submitted

b. Escalation: Escalation – Unauthorized e-mail/password

i. Provide required information for the escalation template.

6. Save & Close

UNAUTHORIZED PASSWORD CHANGE

Incident Handling Steps:

1. Category: Unauthorized Password Change

2. Subject: Unauthorized Password Change

3. Status: Fraud

4. Queue: Fraud

5. Standard

a. Customer: Fraud Claim Submitted

b. Escalation: Escalation – Unauthorized e-mail/password

i. Provide required information for the escalation template.

Save & Close

RESPONSE TO CUSTOMER AFTER FRAUD INVESTIGATION

In the cases of unauthorized email/password changes, use the following templates to respond to Customer after Fraud Support has performed its investigation and reassigned back to Call Center queue.

1. Fraud – Acct Info Changed – Activity

2. Fraud – Acct Info Changed – No Activity

INCOMING CONTACT FROM LAW ENFORCEMENT / FINANCIAL INSTITUTIONS

There will be times when representatives from either Law Enforcement or a Financial Institution will contact Customer Service. This is usually done on the behalf of someone claiming to be a victim of Fraud.

Take the following steps when these types of calls are received –

LAW ENFORCEMENT

1) Obtain the following information:

a. Obtain contact persons information; (Agency, Badge # and Phone/Email)

2) Let Law Enforcement know we are unable to provide specific transaction information even with a subpoena.

3) The fastest way to get their subpoena reviewed is to contact the Fraud Department directly;

a. Christopher McIlroy | cmcilroy@fandango.com

b. Or mail information to: 407 N. Maple Drive, #300, Beverly Hills, CA 90210

Advise the person to enclose all specific details related to the case (full credit card#, email address, etc.) in the subpoena.

Once received the information requested will be collected and forwarded to Fandango’s Legal Department. Legal will respond to Law Enforcement.

4) Provide the CRM Reference # to Law Enforcement.

FINANCIAL INSTITUTIONS / CREDIT CARD ISSUERS

1) Handle these situations as you would CARDHOLDER REPORTED FRAUD. Use the same templates. NEVER NOTE THE FULL CREDIT CARD NUMBER WITHIN THE INCIDENT.

2) Obtain the following details from the caller:

a. Name |Phone # | Financial institution they represent.

3) Advise person we are unable to provide specific transaction and details.

4) Advise the issue will be escalated to our Fraud Department

a. Provide the standard response timeframe (2-3 business days).

Incident Handling Steps:

1. Category: Police Follow-up

2. Subject: Law Enforcement/Financial Institution Contact

3. Status: Fraud

4. Queue: Fraud

5. Standard

a. Customer: Fraud Claim Submitted

b. Escalation: Escalation-Law Enforcement/Financial Ins

i. Provide required information for the escalation template.

Save & Close

FRAUD MUST/MUST NOT'S

REMEMBER:

1. Include ALL order numbers & email addresses

2. Make sure that your Sub-Category matches the notes in the problem description

3. The incident number must be provided during any fraud related contact

***DO NOT provide any specific details to the CU, Bank or Law Enforcement.***

4. NEVER include the full credit card information as part of any documentation:

o This includes Private Notes in the CRM, faxes, emails, or any form of documentation

***Documenting a customer’s full credit card information is a PCI/Information Security Violation***

o You may verbally ask the customer for the full credit card information in order to help find the transaction details in Admin only.

5. Include order numbers only when transactions specifically charged to a Customer’s Credit Card for which fraud is being reported

TRANSACTION WIRELESS FRAUD

Fraudulent transactions occur with Gift Cards. When there is suspicious activity on a Gift Card, these issues must be escalated.

Sutherland Global Services (SGS – Rochester Call Center) is responsible for handling Transaction Wireless (TW) issues. When Customers contact the Call Center reporting issues that are verified as TW issues related to Fraud, they should be assigned and escalated to the TW Escalations queue.

Issues that should be assigned and escalated to this specific queue are:

 Customers reporting unknown charges on their bank accounts

 Customers reporting unknown charges on their bank accounts, no purchase found, nothing on their bank statement

 Customers reporting unknown charges on their bank accounts, WGC Fandango on their bank statement, did not receive gift card order and stating they did not purchase.

 Customer did not received their gift card order, however when we check in TW, the balance has been partially used.

Incident Handling Steps:

1. Category: Fraud General

2. Subject: Fandango Tier 2 Escalation ID# [Confirmation Number]

3. Status: Fraud

4. Queue: TW Escalations

5. Standard Text

a. Customer: Site Support - Customer Response

b. Escalation: TW Fraud Escalation

i. Provide required information for the escalation template.

6. Save & Close

Agent Cheat Sheet

Note: If the customer has already been refunded (generally you will see an email of fraudalert@fandango.com)

 Obtain all necessary information & resolve the ticket.

 DO NOT escalate to Fraud since the block has already happened.

****BEFORE SHOW, PULL TICKETS**** Include TH Manager’s name who pulled tickets

Do not submit a fraud case if

 The customer refuses to provide the required information.

Unauthorized Email/Password Change

In the cases of unauthorized email/password changes, use the following templates to respond to Customer after Fraud Support has performed its investigation and reassigned back to Call Center queue.

CRM Path

 Standard Text >>> English Templates >>> Fraud> Fraud – Acct Info Changed – Activity

o Use this template when Fraud Support determines there has been suspicious activity regarding the Customer’s email/password.

 Standard Text >>> English Templates >>> Fraud> Fraud – Acct Info Changed – No Activity o Use this template when Fraud Support determines no suspicious activity has occurred regarding the Customer’s email/password.

Contacts from Law Enforcement

Obtain the following information:

 All of the “victims information in addition to:

o Agency Name| Badge Number | Workplace Email Address

 Inform caller we are unable to provide specific details.

 A faxed subpoena is required before releasing information. This can be sent to the following:

o Fraud Team email: Christopher Mcilroy | cmcilroy@fandango.com.

o US Postal: 407 N. Maple Drive, #300, Beverly Hills, CA 90210

 Inform caller that once the subpoena is received, the information requested will be sent to Fandango’s Legal Department.

o Fandango’s Legal Department will respond to their request.

 Assign to the Fraud queue

o Using the template in the CRM.

 Standard Text >>> Other >>> Fraud Escalation Request

Remember

1. Include ALL order numbers & email addresses

2. Make sure that your Sub-Category matches the notes in the problem description

3. The incident number must be provided during any fraud related contact

***DO NOT provide any specific details to the CU, Bank or Law Enforcement.***

4. NEVER include the full credit card information as part of any documentation:

o This includes Private Notes in the CRM, faxes, emails, or any form of documentation ***Documenting a customer’s full credit card information is a PCI/Information Security Violation***

o You may verbally ask the customer for the full credit card information in order to help find the transaction details in Admin only.

5. Include order numbers only when transactions specifically charged to a Customer’s Credit Card for which fraud is being reported

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