Understanding Decline Reasons Related to Fraud Management Services

The technology and staff behind SHAZAM’s fraud detection and prevention strategies can impact a transaction in various ways. When the strategy results in the decline of a legitimate transaction attempt in SHAZAM Access, the action code tells you what resolution is needed. The table below can help you better understand the differences between decline action codes for “suspected fraud” (102), “restricted card” (104) and “refer to card issuer’s special conditions” (108).

Action Code	Decline Meaning	Related Products and/or Systems:	Decline Action Controlled by:	Troubleshooting Tips:	Additional Information:
Suspected fraud (102)	The transaction met a rule’s criteria to decline; SHAZAM’s fraud management service perceived a high risk of fraud	FICO^® Falcon^®, based on real-time scoring rules	SHAZAM fraud operations maintains the Falcon neural network rules	If the transaction was legitimate: Resolve the case in SHAZAM Access>Case Manager, or ask the cardholder (CH) to clear the case with SHAZAM If the transaction was fraudulent and a case was created: Resolve the case in SHAZAM Access > Case Manager, or ask the CH to clear the case with SHAZAM If the transaction was fraudulent and a case wasn’t created: Hot card, investigate the situation and potential need for dispute resolution for the CH	View a list of rules in SHAZAM Access>Fraud Watch>SHAZAM Fraud Management User Information>Scoring and Rules Real-time scoring is suspended for 24 hours upon verification of a case as valid Case creation is suspended for 10 days upon case closed as “valid” or “unable to confirm”, unless a reactivation rule is triggered
Restricted card (104)	A temporary card block (TCB) was active on the primary account number (PAN)	TCB in SHAZAM Access	SHAZAM and you (the issuer) via SHAZAM Access, or the cardholder (CH) via mobile app	Determine if the TCB: Resulted from a fraud case that needs confirmation by the CH and remove the TCB Was issued by your staff and can be removed	Monitor FW310-R Temporary Card Block report
Refer to card issuer’s special conditions (108)	One or more block criteria was effective on the entire bank identification number (BIN) or that primary account number (PAN)	SHAZAM Card Block on BIN or PAN	You (the issuer) in SHAZAM Access>BINs and/or Cards The cardholder (CH) using Brella or your mobile app	Review your BIN and PAN blocks in SHAZAM Access and decide whether to make an exception for this PAN so the CH can try again Ask the CH edit blocks they set using Brella or your mobile app	View the Response and Completion Code data to learn the specific criteria that triggered the decline Monitor SSR100 Cardholder Exception Journal

Action Code

Decline Meaning