Setting up reason codes will vary based on a customer's workflow. Reason Codes are always attached to an Action: Approve, Decline, Review, and Escalate.
There are two scenarios in which Reason Codes might be used.
- When manually “decisioning” orders that have been held in a Review/Escalate status.
- When triggering an individual rule.
It is recommended customers use Reason Code when manually decisioning an order when they wish to analyze the various common reasons agents approve or decline orders.
Use cases for Reason Codes within the Suspect Orders Queue:
- Tracking the status of an order within the Suspect Orders Queue. Having values that indicate which phase or step within an order validation process can be helpful if an agent may be waiting upon a customer to respond to an email or phone call.
- Providing a concrete reason why an order was manually declined or approved based on an agent's investigation of that order.
Example Custom Reason Codes
Approve Codes:
- Validated
- Verified
- Good Customer
Decline Codes:
- Known Fraud
- Unable to Validate
- Unverified
- Invalid Email
- Duplicate Transaction
Review/Escalate Codes (primarily used for Workflow):
- Hold
- Contacted Customer
- Contacted Issuing Bank
- Waiting for Response
- Escalated to eFraud Manager
- Checking Data Sources
Use Cases for Reason Codes within the Rules Engine
- The use case is primarily within the Suspect Order Queue to highlight a particular rule condition that you may wish to take immediate action, (High Risk orders that may warrant an immediate Decline). Reason Code is a column that can be added to the Suspect Orders queue which can be utilized to place a priority on particular Review conditions.
- The other use case may be a Decline Rule that you may wish to highlight within reporting. There may be occasions when having a Reason Code to highlight particular reasons why an order triggered a Decline Rule(s).
Example Custom Reason Codes
Review Codes:
- High Risk - most likely fraud
- Expedited Shipping - need to process first
- Promo item in cart - need to process before all other
Decline Codes:
- VIP Decline List - on VIP Decline list
- High Risk - too many high risk conditions
- Over Velocity Limit
- Over Purchasing Limit
- Previous Chargebacks
Notes:
- If two Decline rules trigger on an order, the action will be Decline. If Rule 1 has a reason code attached to it and Rule 2 does not, the results will always populate with the reason code in Rule 1. (Where there is a void, the field will populate with the only value available.)
- If Rules 1 and 2 have different Reason Codes attached to the rules, the rule with the lowest Rule ID number will take precedence and that Reason Code would be displayed.