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WE POWER TRAVEL Risk Management…Credit Card Acceptance and Best Practicess Jennifer Watkins Senior Manager, Credit Card Services & Fraud Prevention ARC.

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Presentation on theme: "WE POWER TRAVEL Risk Management…Credit Card Acceptance and Best Practicess Jennifer Watkins Senior Manager, Credit Card Services & Fraud Prevention ARC."— Presentation transcript:

1 WE POWER TRAVEL Risk Management…Credit Card Acceptance and Best Practicess Jennifer Watkins Senior Manager, Credit Card Services & Fraud Prevention ARC Jennifer Watkins Senior Manager, Credit Card Services & Fraud Prevention ARC

2 WE POWER TRAVEL Our Focus for Today Credit Card Acceptance in the Card Not Present World Red Flags High Risk Cities Current trends in Fraud Schemes Tips for winning Chargebacks Dealing with “Friendly” Fraud Law Enforcement and Advocacy 2 Confidential and Sensitive. © 2012 Airlines Reporting Corporation, All Rights Reserved.

3 WE POWER TRAVEL Evaluating The Risk Of Fraud Risk Strategy – evaluate risk tolerance and put in place the tools to manage to it. Keep in mind: In a non face-to-face, soft goods, environment, if a transaction is charged back for fraud, the merchant takes the liability for the transaction. 3 Confidential and Sensitive. © 2012 Airlines Reporting Corporation, All Rights Reserved.

4 WE POWER TRAVEL Evaluating The Risk Of Fraud – Best Practices Risk Management tools: Address Verification (AVS) – Billing address match. CID, CVC2 and CVV2 – Validation that the 3 or 4 digit unembossed number. 3D Secure – Verified by Visa and MasterCard SecureCode – Validates a cardholder PIN. 4 Confidential and Sensitive. © 2012 Airlines Reporting Corporation, All Rights Reserved.

5 WE POWER TRAVEL Card Not Present – Red Flags 5 Confidential and Sensitive. © 2012 Airlines Reporting Corporation, All Rights Reserved.

6 WE POWER TRAVEL High Risk City Pairs 6 © 2012 Airlines Reporting Corporation, All Rights Reserved. ABJ – Abidjan – Ivory Coast BGF – Bangui, Central African Republic BKO – Bamako, Mali COO – Cotonou, Benin LFW – Lome, Togo OUA – Ouagadougou, Burkina Faso CKY – Conokary, Guinea CGK – Jakarta, Indonesia DLA – Douala, Cameroon KUL – Kuala Lumpur, Malaysia ACC – Accra, Ghana CMN - Casablanca CPT - Cape Town JNB - Johannesburg LOS – Lagos, Nigeria DKR – Dakar, Senegal TUN – Tunis, Tunisia FNA – Freetown, Sierra Leone CAN – Guangzhou, China

7 WE POWER TRAVEL Credit Card Acceptance Topics Credit Card Acceptance in the Card Not Present World Red Flags High Risk Cities Current trends in Fraud Schemes Tips for winning Chargebacks Dealing with “Friendly” Fraud Law Enforcement and Advocacy 7 Confidential and Sensitive. © 2012 Airlines Reporting Corporation, All Rights Reserved.

8 WE POWER TRAVEL Phishing/Unauthorized Ticketing Scheme 8 © 2012 Airlines Reporting Corporation, All Rights Reserved.

9 WE POWER TRAVEL Unauthorized/Stolen Tickets 9 © 2012 Airlines Reporting Corporation, All Rights Reserved.

10 WE POWER TRAVEL “Accra Pipeline” Website 10 Confidential. © 2012 Airlines Reporting Corporation, All Rights Reserved.

11 WE POWER TRAVEL “Accra Pipeline” 11 © 2012 Airlines Reporting Corporation, All Rights Reserved.

12 WE POWER TRAVEL “Accra Pipeline” 12 © 2012 Airlines Reporting Corporation, All Rights Reserved.

13 WE POWER TRAVEL Corporate Booking Scheme 13 © 2012 Airlines Reporting Corporation, All Rights Reserved.

14 WE POWER TRAVEL Other schemes Relationship building – straw purchase 24/7 after hours support scheme Independent Contractor fraud 14 © 2012 Airlines Reporting Corporation, All Rights Reserved.

15 WE POWER TRAVEL Credit Card Acceptance Topics Credit Card Acceptance in the Card Not Present World Red Flags High Risk Cities Current trends in Fraud Schemes Tips for winning Chargebacks Dealing with “Friendly” Fraud Law Enforcement and Advocacy 15 Confidential and Sensitive. © 2012 Airlines Reporting Corporation, All Rights Reserved.

16 WE POWER TRAVEL Credit Card Acceptance And Chargeback Rules—Merchant Responsibility Validate the identity of the cardholder at the point of sale and that they have authorized the purchase of the goods or services. Prove that the card and the cardholder were present at the point of sale. How? Obtain a magnetic stripe read, or imprint of the card and a signature from the cardholder. Ship the goods to the address of the cardholder and provide proof of delivery - Not applicable to electronic tickets. For internet transactions use 3D Secure. 16 Confidential and Sensitive. © 2012 Airlines Reporting Corporation, All Rights Reserved.

17 WE POWER TRAVEL Chargeback Management – Best Practices Responding to a Chargeback: Contact the customer to explain the charge. Provide detailed, organized documentation: Copy of the ticket Details of the itinerary, Copies of invoices provided to the customer Signed acknowledgement of the terms and conditions Letter detailing the experience with the customer. Respond as quickly as possible and within 5 days. If you believe this is a "friendly fraud", contact the customer. 17 Confidential and Sensitive. © 2012 Airlines Reporting Corporation, All Rights Reserved.

18 WE POWER TRAVEL Credit Card Acceptance Topics Credit Card Acceptance in the Card Not Present World Red Flags High Risk Cities Current trends in Fraud Schemes Tips for winning Chargebacks Dealing with “Friendly” Fraud Law Enforcement and Advocacy 18 Confidential and Sensitive. © 2012 Airlines Reporting Corporation, All Rights Reserved.

19 WE POWER TRAVEL Friendly Fraud Definition: Buyers remorse A dispute over terms and conditions Financial difficulty 19 Confidential and Sensitive. © 2012 Airlines Reporting Corporation, All Rights Reserved.

20 WE POWER TRAVEL Chargebacks Debt Resolution Through iQor iQor has more than 50+ years in the debt resolution business Top 10 worldwide - Strength and Financial Stability 16+ years of average employee experience in collections Bonded, Insured & Licensed In every jurisdiction requiring licensing Dedicated team members who understand ‘The Airline Industry’; Global pool of 31,000+ associates PCI complaint - secure environment with controlled access 20 Confidential and Sensitive © 2013 Airlines Reporting Corporation, All Rights Reserved.

21 WE POWER TRAVEL iQor’s Contact Information Collect on amounts as small as $200 and as old as 2 years For more information or to get started contact iQor: Darrel Hewson VP, Sales Confidential and Sensitive © 2013 Airlines Reporting Corporation, All Rights Reserved.

22 WE POWER TRAVEL Credit Card Acceptance Topics Credit Card Acceptance in the Card Not Present World Red Flags High Risk Cities Current trends in Fraud Schemes Tips for winning Chargebacks Dealing with “Friendly” Fraud Law Enforcement and Advocacy 22 Confidential and Sensitive. © 2012 Airlines Reporting Corporation, All Rights Reserved.

23 WE POWER TRAVEL Fraud Campaign - Education Phishing s Social Engineering Independent Contractor Scheme Working with law enforcement Deeper look into managing chargebacks 23 Confidential and Sensitive. © 2012 Airlines Reporting Corporation, All Rights Reserved.

24 WE POWER TRAVEL What Can Be Done To Work With The Credit Card Companies? Advocacy Join payment industry groups: Merchant Risk Council (MRC) – Airline Information - Airline/Travel Payment Summit(ATPS) – 24 Confidential and Sensitive. © 2012 Airlines Reporting Corporation, All Rights Reserved.

25 WE POWER TRAVEL 25 Confidential and Sensitive. © 2012 Airlines Reporting Corporation, All Rights Reserved. If you experience fraud or have questions, please contact the ARC Fraud Prevention team at:


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