Code 10 Call

Definition. Code 10 is the call to the payment processing provider's authorization center that a merchant needs to make when he or she suspects that a fraudulent activity might be taking place at their establishment. It can be the card looks as if it has been tampered with or the customer acting in an unusual manner that causes your suspicion. Whatever the cause, you should make a "Code 10" and request a voice authorization for the transaction at issue with your merchant processing provider.

Making a "Code 10" Call. Placing a "Code 10" authorization request is a pretty straightforward process. You should follow these steps:

• Take possession of the card and dial your merchant account provider's voice authorization center.
  
• State to the representative who picks up your call "I have a Code 10 authorization
  request." You will probably be asked to provide some transaction details and then your call will be routed to the card issuer.
  
• When speaking with a representative at the card issuer's call center, you will be asked questions about the transaction at issue which you will answer by a simple yes or no. Try to behave naturally while answering the questions. The card issuer's representative will then determine whether or not the transaction is fraudulent and give you instructions on how to proceed.
  
• Follow the instructions that the card issuer's representative gives you.
  
• If you are asked to pick up the card, you should only do so if it is safe to be done.
  

If a point-of-sale person does not feel comfortable making a "Code 10" call while the cardholder is present, they should be instructed to make the call once the cardholder leaves the store. Even though a fraudulent transaction might already have been processed at your establishment, placing the call at that time will prevent the same fraud from being committed elsewhere or even in your own store in the future.