Credit Card and Payment Processor Descriptors
Content
Tiltproof Incorporated Document No. Effective Date Revision Date Approval
Credit Card and Payment Processor Descriptors
11/01/2007 5/01/2008 GN
1.0 Purpose:
This document establishes how to disclose credit card and payment processor descriptors to players.
2.0 Persons Affected:
1) Fraud Analysts
3.0 Forms, Checklists, Flowchart:
1) Printable version: \\tpfs1nw\workflow$\HANDBOOK-FRAUD\Print Versions\Fraud Handbook\Credit Card and Payment Processor Descriptors.doc
4.0 Policy:
1) 2) 3) 4) 5) 6) 7)
Never provide credit card descriptor information over the phone. The descriptor can only be confirmed with a player through email. Never tell a player what descriptor their transaction should or will have. We will only direct them to their deposit confirmation email, or confirm it is the right descriptor if the player sends us a descriptor. The credit card processor and descriptor list is located here: [S:\FTP_Fraud_Department\CC + PP DESCRIPTORS]. Any threats or suggestions of chargebacks, reversing a credit card charge, or disputes about credit card charges, should be routed to the “Credit Card Disputes and Reversals” queue. Contact a member of fraud management immediately if in any doubt about how much information to give to a player. Always reference [S:\FTP_Fraud_Department\CC + PP DESCRIPTORS] for the most up to date information. Descriptors will change from time to time. A record of previous descriptors can be referenced in the spreadsheet. Each Instant eChecks deposit needs to be searched on the merchant site to find the appropriate descriptor for that deposit.
Tiltproof Incorporated 8) Instant eChecks descriptor inquiries are treated differently since their deposit confirmation email does not contain the descriptor. We ask the customer to send us the descriptor they are inquiring about and confirm if it’s correct. Never tell a player what descriptor their transaction should or will have.
5.0 Procedure:
1) If a player is asking for the descriptor that will appear on their statement, send them frd.pp.descriptors. a) If a player is asking for an Instant eChecks descriptor that will appear on their statement, send them frd.echk.descript. b) When they reply: i) If the descriptor matches, use frd.pp.desyes. ii) If the descriptor does not match, use frd.pp.desno. iii) If the descriptor matches another transaction the player made, use frd.pp.desdiff. 2) If player is asking for confirmation of a descriptor, in WAT, confirm which transaction they are referring to. 3) Open CC + PP DESCRIPTORS.xls located here: [S:\FTP_Fraud_Department\CC + PP DESCRIPTORS] 4) Find the descriptor the player is inquiring about.
Tiltproof Incorporated
5) Look at the transaction in WAT. a) If the processor matches, send the player frd.pp.desyes to inform them the listed descriptor corresponds to their deposit on Full Tilt Poker. "I don't see a charge from FTP on my credit card statement I see ‘Zuan Payments’. Is this right?" b) If the processor does not match, send the player frd.pp.desno [pending template] to explain that the charge did not originate from Full Tilt Poker. c) If the processor matches another transaction the player made, send them frd.pp.desdiff [pending template].
6.0 Definitions:
Tiltproof Incorporated
7.0 Revision History:
May 1/08 Policy/Proc - Instant eChecks info added Jan 28/08 Document renamed from “CC Descriptors” and moved to Fraud HB
Credit Card and Payment Processor Descriptors
11/01/2007 5/01/2008 GN
1.0 Purpose:
This document establishes how to disclose credit card and payment processor descriptors to players.
2.0 Persons Affected:
1) Fraud Analysts
3.0 Forms, Checklists, Flowchart:
1) Printable version: \\tpfs1nw\workflow$\HANDBOOK-FRAUD\Print Versions\Fraud Handbook\Credit Card and Payment Processor Descriptors.doc
4.0 Policy:
1) 2) 3) 4) 5) 6) 7)
Never provide credit card descriptor information over the phone. The descriptor can only be confirmed with a player through email. Never tell a player what descriptor their transaction should or will have. We will only direct them to their deposit confirmation email, or confirm it is the right descriptor if the player sends us a descriptor. The credit card processor and descriptor list is located here: [S:\FTP_Fraud_Department\CC + PP DESCRIPTORS]. Any threats or suggestions of chargebacks, reversing a credit card charge, or disputes about credit card charges, should be routed to the “Credit Card Disputes and Reversals” queue. Contact a member of fraud management immediately if in any doubt about how much information to give to a player. Always reference [S:\FTP_Fraud_Department\CC + PP DESCRIPTORS] for the most up to date information. Descriptors will change from time to time. A record of previous descriptors can be referenced in the spreadsheet. Each Instant eChecks deposit needs to be searched on the merchant site to find the appropriate descriptor for that deposit.
Tiltproof Incorporated 8) Instant eChecks descriptor inquiries are treated differently since their deposit confirmation email does not contain the descriptor. We ask the customer to send us the descriptor they are inquiring about and confirm if it’s correct. Never tell a player what descriptor their transaction should or will have.
5.0 Procedure:
1) If a player is asking for the descriptor that will appear on their statement, send them frd.pp.descriptors. a) If a player is asking for an Instant eChecks descriptor that will appear on their statement, send them frd.echk.descript. b) When they reply: i) If the descriptor matches, use frd.pp.desyes. ii) If the descriptor does not match, use frd.pp.desno. iii) If the descriptor matches another transaction the player made, use frd.pp.desdiff. 2) If player is asking for confirmation of a descriptor, in WAT, confirm which transaction they are referring to. 3) Open CC + PP DESCRIPTORS.xls located here: [S:\FTP_Fraud_Department\CC + PP DESCRIPTORS] 4) Find the descriptor the player is inquiring about.
Tiltproof Incorporated
5) Look at the transaction in WAT. a) If the processor matches, send the player frd.pp.desyes to inform them the listed descriptor corresponds to their deposit on Full Tilt Poker. "I don't see a charge from FTP on my credit card statement I see ‘Zuan Payments’. Is this right?" b) If the processor does not match, send the player frd.pp.desno [pending template] to explain that the charge did not originate from Full Tilt Poker. c) If the processor matches another transaction the player made, send them frd.pp.desdiff [pending template].
6.0 Definitions:
Tiltproof Incorporated
7.0 Revision History:
May 1/08 Policy/Proc - Instant eChecks info added Jan 28/08 Document renamed from “CC Descriptors” and moved to Fraud HB
