Closed Status

Is the Card a
replacement card?
NO
Yes

Check the Comments tab in

Ask the customer if they CCA to see if there is any
requested a replacement card additional information about
before why the card is closed.

End of
Did the customer request for
Process
a replacement?

Yes NO

Advised that the card is an old Verify if the card is an Amex BOL
card and has been replaced Product
already. Provide specific
timeframe if available in the
comments.

Verify of the card is an Amex BOL

Product. If so explain that the card
End of may have been compromised
Process

Raise a case to investigate the

issue; select "E-Comm" as the
Case Type and "Fraudulent Order"
as the Queue.

Give the case number to the

customer and advise them that
they should be contacted within 3-5
business days.

End of
Process
 Can’t find card in CCA

Ask for the phone number

and website at the back of
the card

Did you find a

Yes match?
No

Ask for the serial Let the customer know

number/van 16 at the back they've reached the wrong
company. Ask the customer
of the card or in the receipt
to hang up and call the
number on the back of their
card.
Did you find a
Yes match?
No

Place the card on hold Raise a case for

consumed cards.