My Merchant Account Blog

Code 10 Calls

Wednesday, February 07, 2007

When something does not look right, i.e. the security features look altered or they are missing, keep the card in your possession and make a Code 10 call to your authorization center.  You may be asked to keep the credit card or you might be instructed to return the card.  If your authorization center tells you it is ok, write down the authorization number on the sales receipt.

Code 10 calls allow merchants to alert card issuers to suspicious activity and take appropriate action when instructed to do so. You should make a Code 10 call to your voice authorization center whenever you are suspicious about a card, cardholder, or a transaction. The term "Code 10" is used so the call can be made at any time during a transaction without arousing a customer's suspicions.

How to Make a Code 10 Call

• Keep the card in your possession during the call.
• Call your voice authorization center, and say, "I have a Code 10 authorization request."

  The call may first be routed to a representative at your merchant bank who may need to ask you for some merchant or transaction details. You will then be transferred to the card issuer and connected to a special operator who will ask you a series of questions that can be answered with a simple yes or no.

• When connected to the special operator, answer all questions calmly and in a normal tone of voice. Your answers will be used to determine whether the card is valid.
• Follow all operator instructions.
• If the operator tells you to pick up the card, do so only if recovery is possible by reasonable and peaceful means.

If for some reason, you do not feel comfortable making this call during the transaction, you can still call the authorization center after the consumer has left your store.  Doing this might help to prevent more fraudulent transactions to another merchant.

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