Setting up reason codes varies based on a customer's workflow. Reason Codes are always attached to an action: Approve, Decline, Review, and Escalate.
There are two scenarios where you might use reason codes:
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When manually decisioning orders that have been held in a Review/Escalate status.
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When triggering an individual rule.
We recommend that customers use reason codes when manually decisioning an order if they want to analyze the various reasons agents approve or decline orders.
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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 is waiting on a customer to respond to an email or phone call.
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Providing a concrete reason why an order was manually declined or approved based on an agent's investigation of that order.
Approve codes:
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Validated
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Verified
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Good Customer
Decline codes:
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Known Fraud
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Unable to Validate
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Unverified
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Invalid Email
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Duplicate Transaction
Review/Escalate codes (primarily used for Workflow):
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Hold
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Contacted Customer
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Contacted Issuing Bank
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Waiting for Response
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Escalated to eFraud Manager
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Checking Data Sources
Reason Code is a column that you can add to the Suspect Orders queue to place a priority on particular Review conditions.
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The use case is primarily within the Suspect Order queue to highlight a particular rule condition that you want to take immediate action on. For example, high risk orders that might warrant an immediate decline.
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The other use case could be a Decline Rule that you want to highlight in your reporting. There might be occasions when having a reason code to highlight particular reasons why an order triggered a Decline Rule.
Note
When a Custom Reason Code is deleted but used in an individual rule, the action changes to No Change when in edit mode. If a user tries to save the rule with the No Change action, an error displays: Invalid reason code associated with decision.
Review codes:
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High Risk – most likely fraud
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Expedited Shipping – must process first
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Promo item in cart – must process before all other codes
Decline codes:
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VIP Decline List – on VIP Decline list
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High Risk – too many high risk conditions
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Over Velocity Limit
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Over Purchasing Limit
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Previous Chargebacks
Note
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If two Decline rules trigger on an order, the action will be Decline. If rule one has a reason code attached to it and rule two does not, the results will always populate with the reason code in rule one. Where there is a void, the field will populate with the only value available.
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If rules one and two have different Reason Codes attached to the rules, the rule with the lowest Rule ID number will take precedence and that Reason Code will display.
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