3. The tickets were held at the box office, and no signature, swipe or imprint. American Express is incentivized to keep their customers happy. Business Tips (37) Card-not-Present (6) CBD. Cancelled Recurring. This reason code indicates the cardholder had reason to believe they were going to receive a refund, but no credit to their account has been processed. How many chargeback reason codes are there? Among the four major credit card networks, there are a total of 151 reason codes. Each chargeback has a chargeback reason code assigned to it, which is a two-digit number that corresponds to the reason the customer is disputing the charge. 2% decrease: Georgia: 1. 4 spec (Section 8. Get access to thousands of forms. With the chargeback code in hand, the merchant can now review the transaction. . The reason code may not reflect the true reason for the chargeback. Depending on the chargeback, the required evidence might consist of transaction receipts, particular authorization response codes, proof of delivery, correspondence with the customer, or any number of other specific documents. Therefore, the issuer may submit a chargeback for a Payment Transaction using the message reason code 4842 before the 30-calendar day presentment time frame normally required for this message reason code. MDR also retired reason code 4840 – Fraudulent Processing of Transactions. The following chargeback reason codes are related to EMV: Visa: 10. Chargeback Reason Codes by Industry. Understanding these codes is essential because they'll guide your response strategy. F24. 41. Chargeback Reason Codes > Chip Liability Shift > Issuer Chargeback > Chip Liability Shift Program for Domestic and Intraregional Transactions Chapter 5—Compliance Case. 37 = forged and counterfeit warranty breach. CNP attacks accounted for roughly 40% of all criminal fraud instances in the US. Respond to invalid disputes. If one member believed the other violated a Visa rule when handling a chargeback, they filed a pre-compliance chargeback for compensation. Shopify has four status categories for chargebacks and inquiries: Open: No response has been sent yet and evidence can still be added. 7: Defective goods and services: C32: RM: 13. For example, 10. Stripe maps each network code into one of eight categories, based on the general claim and the evidence you need to submit to effectively challenge that type of claim. These codes are broken down into five different category. Visa Merchant Official Documentation. 1 and Note on page 14 Chapters 1 and 2 Chapter 1Only chargebacks with the following reason codes are eligible for Chargeback Protection: Reason Code: Definition: 10. Complete Guide to Visa Compelling Evidence Update CE 3. Goods / Services Damaged or Defective. ACH return codes are a type of shorthand for specific information concerning the return, much like the card decline codes or dispute reason codes used by credit card networks. With that said, you still need to understand the reason codes with any chargebacks from Amex. 100187 and ANSI X9. Now, compliance cases go through Visa Resolve Online. Learn the details, the cause, how to respond and how to prevent Visa Reason Code 13. United States. While the reason code may not reflect the true reason for the chargeback, you must respond to the chargeback based on the code provided. 3. Reason Code. 1 to RC 11. 2? Visa chargeback reason code 12. 4855. 3: Goods or services were not as described: C31: RM: 13. The initial release of this standard does not add, remove or change any Return Reason Codes. M49 Vehicle Rental – Theft or Loss of Use. Card networks send these codes to merchants to indicate why a chargeback has been filed. 3 No Authorization. 6). 7 Updated format All 1. And according. American Express chargeback reason code C18 falls under the “Card Member Disputes” category. 01/2099. What is Mastercard chargeback reason code 4837, no cardholder authorization, and how can you win it? Don’t waste time defending chargebacks, make your company more profitable by preventing them. 01/2099. 2. If a merchant does not submit the required pieces of compelling evidence, it is unlikely that the card brands will rule in the merchant’s favor. Reason codes. Chargeback reason codes have changed. It’s important to look up the code to understand why a transaction, good, or service was disputed in order to properly present a solid case to win the chargeback. These symbols stand for reasons why a financial institution may file a credit card chargeback from their client’s name. 4: Other fraud: Card-absent environment: VCR Dispute Reason Code 13. Also, remember that the time frame for your response includes any processing required by the acquirer. . Specify the default reason code to. VCR tables (Figures 1 and 2) map the old Reason Code to its new Reason Code. Based on the information provided, Paymentology will investigate the transaction being disputed. The Solution. The issuing bank reviews the information. 10. 4853 Cardholder Dispute. No Cardholder Authorisation - the cardholder denies participating in or. A risk department can accurately analyze what the issue is with their merchant by seeing the individual reason code,” Cirone explained. To submit your documents to Wave, use the link in the chargeback notification email, or reply to the email. 2. Reason Code 03. This reason code indicates that the merchant processed a transaction using the wrong transaction code. These codes are broken down into five different category types: Fraud codes What follows is a quick reference guide for all the current reason codes for each of the four major credit card networks: Visa, Mastercard, American Express, and Discover. All 1. Description of Change Where to Look AN 1193—Revised Standards for the Chip LiabilityCode 13. Those reasons are explained through the corresponding reason codes. 1 applies when the issuing bank receives the same transaction more than one time. However, Visa is the largest card brand in both the United States and the world. 20 = frozen/blocked account. But, merchants should be aware that, eventually, everyone will be required to use the new designations. Under Visa Claims Resolution, the Visa dispute process is split into two different tracks, each with its own requirements. For example, the merchant bills the cardholder in installments. ). The merchandise was as described or was not defective. ”. The claim often, but not always, involves automated teller machines (ATMs). Accessed October 31, 2022. If the order was genuinely not as described, then the cardholder has a case. Always use the correct cardholder verification method—signature, PIN, etc. Across open networks and include account numbers sent over email, instant messaging, text, or chat. At this stage,. 4512:Chargeback reason code 13. Reason codes are important to help merchants address recurring. Tom-Chris Emewulu Chargeflow's Digital Evangelist May 25, 2021 6 min read Suppose you are hearing the term Chargeback Reason Codes for the first time. 2. Fraud (10)& Authorization (11)The client will send this dispute to Paymentology’s Global support team via email – [email protected] is an updated version of legacy Visa reason code 76, which was phased out under the Visa Claims Resolution initiative. Chargeback reason code 11. Only use EMV-compliant terminals. The implication is that the merchant is at fault. 100- 140 standards- , and will be removed in future releases. UA05 Fraud – Chip Counterfeit Transaction. 4835. Other circumstances in the life of the buyer—moving, downsizing, getting married, changing jobs—might also cause them to return merchandise. These are only a handful of common Visa chargeback reason codes. 3 is an updated version of legacy reason code 53, which was phased out under the Visa Claims Resolution initiative. See more10/21/14 Updated Chargeback Time Frames: Added Reason Code 05; Addendum Reason Code PM; Changed TF time frame from 120 days to 540 days. This code is used when a cardholder claims that a fraudulent transaction occurred in a face-to-face environment, such as a retail store. Protect cardholder data. Other Fraud – Card-Absent Present Environment. For example, Visa reason code 83 is one of the reason codes with several modifiers with which it’s associated. 1002 - Cardholder disputes billed amount. The first two digits indicate what category the reason code falls under: 10 for Fraud, 11 for Authorization, 12 for Processing Errors, and 13 for Customer Disputes. Here are some chargeback reason codes by card type. Proof you have already refunded the transaction and credited the cardholder’s account. ; Help Center Find answers to common questions about Midigator’s technology,. Use this guide as a quick resource for Visa chargeback reasons at a. Time Limit in Calendar Days. Chargeback Reason Codes The Visa chargeback reason codes system underwent a major overhaul in April 2018 as part of their new Visa Claims Resolution (VCR) initiative. Download this sample Chargeback Rebuttal Letter. High Level Visa Chargeback Dispute Flow. 4. These codes explain the reason why the chargeback was filed, and the reason the chargeback was approved. Several reason codes fall under this heading, and it is important to differentiate between chargebacks with reason code 4870 (Chip Liability Shift) from those with reason code 4871 (Chip Liability Shift Lost/Stolen/Never. A false decline on a credit card or debit transaction occurs when a legitimate card purchase is rejected by mistake. 2 EMV Liability Shift. This process is called a chargeback. Built with a single, intuitive console, Sift’s end-to-end solution eliminates the need for disconnected tools, single-purpose software, and incomplete insights that drain operational resources. Reason codes are alphanumeric strings of text provided in a chargeback notification as a means of explaining the cause for the dispute. To help you identify what happened, look up the code you received for the dispute below. Reason codes are alphanumeric codes that provide the justification for granting a chargeback. Chargeback Reason Codes 85 and 4860 may be caused because the merchant: Did not issue a credit. 9808 info@chargebacks911. Overall returns (all codes): 15%. Chargeback reason code. The most comprehensive guide to chargeback reason codes. What are the odds a merchant will “win” the chargeback dispute? The true odds depend on the strength of the compelling evidence and the chargeback reason code itself. Please refer to chapter 5 for more information. Consider using all the tools available to you—including Visa Secure, card security code (CVV2), and Address Verification Service (AVS). 2=1020 etc. 24 = not authorized. Responding to Mastercard Reason Code 4853 Chargebacks. The most comprehensive guide to chargeback reason codes. 2: Cancelled recurring transaction: VCR Dispute Reason Code 13. Try Shopify free for 3 days, no credit card required. 37: Filing notes: Type: Varchar; Unique: No; Blanks: Yes; Max length: 4000 characters; This is free form text about the Filing Reasons. How many chargeback reason codes exist? There are 151 reason codes across the four major card networks. The charge you submitted did not receive a valid authorization approval code for the amount of the charge. Combine card acceptance rules compliance with the latest technology to shift fraud liability is the number one method to prevent. 4841 Canceled Recurring or Digital Goods Transactions. The chargeback process can last from one month to six months. You’ll put that reason code, the transaction amount and authorization number, and state that the. This situation can occur when a merchant accidentally enters. Reason code 37 is not allowed for AFD transactions with CAT Level 2. Lucia to 135 XCD • Increasing the CVM Limits in Sint Maarten (Dutch Part) to 90 ANGHere is an overview of how the general chargeback process works with most major processors (we’ll get into how Square does it down below) Step 1: A purchase occurs. When this occurs, the merchant receives a notification with a chargeback reason code. R03 Insufficient Reply. The shorthand description is “Incorrect Transaction Code. mastercard chargeback reason code 37. Use order validation and prevention alerts. 1=1010, 10. While the risk of chargebacks may elevate your financial exposure, processing credit card payments is more critical. The merchant did not receive any returned merchandise. If the cardholder’s bank accepts the dispute, they will reverse the transaction, taking the funds back from the merchant and returning them to the cardholder. 195 Acquirer Use of Message Reason Code 7627. A chargeback can happen when a customer initiates a transaction dispute. The following reason codes require compelling evidence: Fraudulent transaction (83) Fraud/card absent environment (1040) Merchandise/services not received (1310) No cardholder authorization. Business Tips (37) Card-not-Present (6) CBD (41) Chargebacks (29) Check Processing (98) Credit Card Processing (64) eCommerce (60) Fees (26) Firearms (16). 04/20/13 Visa and MC Retrieval Codes — removed retired codes MC Reason Code 37 — Updated Special Notes. We will assign the chargeback to you for review in the Disputes tab of the Customer Area. The actual underlying cause of this chargeback is usually either true fraud or friendly fraud. Chargeback time limits vary widely depending on the issuing bank, and the chargeback code or reason. First Chargeback failed: Reason Code 4837 not allowed under “issuer auths, they own” chargeback rules: 100001: 400:. In fact, for every dollar lost to chargebacks in 2019, the average merchant lost an additional $2. A new 4 byte reason code will be used moving forward. Below are some examples of more common reason codes. A “No Authorization” code chargeback can also be the. This means the cardholder claims that they received goods or services that were substantially different from what the merchant described. Click below to request a free demonstration, and we’ll create a customized report showing exactly how much ROI you can expect. 1. Based on the information provided, Paymentology will investigate the transaction being disputed. 0 initiative to update compelling evidence requirements for dispute reason code 10. 2022 Visa Chargeback. This code tells you why the customer or bank initiated the dispute. Specifically, these updates only pertain to transactions that are charged back after Oct. Card Type Reason Code Reason Text Chargeback Category Preventable Reversible VISA 30 Services Not Provided or Merchandise Not Received Non-Receipt of Goods or Services NO YES VISA 41 Canceled Recurring Transaction Cancelled/Returned by CardholderThe chargeback reason code. Either the acquiring or issuing bank could initiate the. 4: Other Fraud–Card-Absent Environment. By entering your email, you agree to receive marketing emails from Shopify. • Chargeback – a message sent via the card brand network to debit the merchant and credit the issuer for a cardholder dispute. Invalid or Expired Card : 37 : Fraud Transaction No. Chargeback representment succeeds when you can present your rebuttal concisely and substantiate. Reference these when rebutting cardholder disputes at your small business. For example, Mastercard has a code which indicates a ‘consumer dispute. Chargeback. This chargeback reason code means that the cardholder was not able to recognize the charge on their bank statement and believes that the transaction was fraudulent. Technical. 1 Different workflows Disputes will be routed in two different workflows, called Allocation and Collaboration. 1. The main chargeback reasons look like this: Malicious fraud. Also, just like American Express, Discover functions as both a card network and an. Spot these types of chargebacks using the below reason codes. Administrative returns (R02, R03, R04): 3%. Chargeback reason codes are set by the card networks and used by card issuers to categorize chargebacks. Credit Card Dispute. 100007:With the implementation of Visa Claims Resolution, reason code 98 eventually became obsolete. Everything You Need to Know (2023) Shopify POS has everything you need to sell in person, backed by everything you need to sell online. 100007: 400* INVALID_REQUEST: Message reason code invalid for this chargeback - Contactless. UA02 Fraud – Card Not Present Transaction. Get Form. Reason Code 03. CB Reason Code: Unicode Text (30-character) Chargeback reason code as provided by the bank or payment method. Common Point of Purchase: Data stolen from a merchant’s system is used to make fraudulent transactions. Check the chargeback reason code. It is associated with a chargeback reason code, and it is specific per Card Scheme. For first chargebacks,. Specify the invoice date and net due date to assign to chargebacks. Code. The reason_code will be one of the following values: chargeback_reimbursement: The gross shows positive if the chargeback was resolved in the seller's favor, and the seller gets a refund. Merchants can find a. Visa requires processors and banks use to this system for multiple tasks, including challenging initial chargeback results. These codes are established by the payment brands to categorize the incoming dispute requests by reason. Provide exemplary customer service. Below is a full list of reason codes that require compelling evidence: 37; 83; 1040; 1310; 7030; C08; F29; UA02; Empty reason codes; If a dispute has any other reason code, there are no specific evidence requirements, and the evidence does not need to be categorized. 56. Chargeback time frames - A specific period of time during which a chargeback can be raised. What is Mastercard chargeback reason code 4837, no cardholder authorization, and how can you win it? Don’t waste time defending chargebacks, make your company more profitable by preventing them. Chargeback Reason Codes Page 2 of 5. Choose “chargeback and inquiry status” from the drop-down menu. Chargeback Reason Codes Fraud – Card-Not-Present (CNP) Network Reason Code Bank Initiation Timeframe Accel 81 120 calendar days from transaction processing date American Express FR2, F14, F24, F29 120 calendar days from transaction processing date Discover 4752 AA, 7030 UA02 Within 30 calendar days from the close date of the TRR Chargeback reason codes identify the general reason behind a chargeback. Specifically, these updates only pertain to transactions that are charged back after Oct. 08. To help merchants understand the underlying issue of each chargeback, American Express has created specific chargeback reason codes to help business owners interpret chargebacks. This code applies when valid authorization for a transaction was required but not obtained, and the merchant processed the transaction anyway. A reason code helps explain why a transaction was disputed. 6. 195 Acquirer Use of Message Reason Code 7627-No MAC Provided. However, you’re not alone; they create headaches for many players within the Mastercard ecosystem. What is Visa Reason Code 11. 3 –. The merchant didn’t: Issue a refund for canceled or returned merchandise. 17: NoF Scheme CodeClick “filter orders”. The terminal action codes are in Table 122 of the 4. mastercard dispute form. While counterfeit card fraud remained the most popular method of criminal attack, it was closely followed by card-not-present (CNP) fraud. 634. The client will send this dispute to Paymentology’s Global support team via email – support@paymentology. Most Common Chargeback Reason Codes #3: Order Significantly Not as Described. To help merchants understand the underlying issue of each chargeback, American Express has created specific chargeback reason codes to help business owners interpret chargebacks. Because there are many reasons for which customers may file a chargeback, Discover issues an accompanying chargeback reason code with each chargeback. As a merchant, you face the brunt of chargeback losses. 10. 23 = item exceeds dollar limit. Below is a list of Mastercard chargeback codes used in eCommerce. Most Common Chargeback Reason Codes #3: Order Significantly Not as Described. Visa Chargeback Reason Codes. Chapter 6 Pre-Arbitration and Arbitration Case Filing-For Chargebacks Initiated On or After 17 July 2020 > Time Frames and Requirements > Dual Message System Pre-Arbitration andVisa Chargeback Life Cycle. Paymentology will submit the chargeback using the appropriate chargeback reason code. 7 Updated format All 1. The shorthand description is "'No Show’ or CARDeposit Canceled. 1001 - Cardholder does not recognize the transaction. The transaction amount is re-charged to the cardholder’s account, and the funds go back into your bank account. Overall returns (all codes): 15%. While there are reason codes related to processing errors that cause disputes, the majority of reason codes result from a cardholder disputing a charge. These codes are currently defined within the ANSI X9. 0 : Unknown/Unspecified : 1 : Non-Receipt of Requested Item. Step 2: Customer initiates the chargeback. While the format of chargeback reason codes. You cannot effectively fight chargebacks until you identify which of these three things is actually responsible. What are chargeback reason codes? Mike Conway 2021-03-04T20:56:54+00:00. This will help you tailor your response. 37. 42. A few other common reason codes for Visa include late presentment; non-receipt of cash from ATM; invalid data; EMV liability shift non-counterfeit fraud; no authorization; canceled merchandise and fraud related to stolen cards on the card recovery bulletin. That suggests that in the times when merchants. 265. 10. 6. . This chargeback reason code can be avoided by ensuring that returns are processed promptly and accurately, and that the customer is informed of any credits issued. Reason Code Description 4750 AL Airline Transaction Dispute 4541 AP Recurring PaymentChargeback reason codes. CARDeposit is a long-running American Express program. The good news for those using Shopify Payments, the hundreds of reason codes and buckets them into eight. Reason codes are created by the major. All cardholder data must be encrypted, truncated, or tokenized; account numbers can only be partially displayed. On xx/xx/xxxx, we received a chargeback under the reason code 11. Once you receive this notification, you have 11 days to submit a response. Reason code 12. Make sure you differentiate between card-absent and card-present transactions during clearing by noting internet phone, or mail orders. Your business may not have to handle all chargeback cases — the processor will provide automatic representation in some. Click “add filter”. It’s important that you include a copy of your customer terms and conditions in order to prove that the customer knew what to expect from the outset. MasterCard - 4855 Goods or Services Not Provided. Step 01 | Identify the Reason Code. Fraudulent. The bank files that disagreement on the cardholder’s behalf, overturning the sale, then claws the funds back from the merchant and. If they think it does, they assign it a reason code and credit the funds back to the cardholder’s account. Services industry for image exchange and the creation of IRDs. . The time limits for responding to a chargeback also vary based on the card scheme and the chargeback reason code. At this point, funds are not yet deducted from your account, but a NoC always indicates that your account will be debited for the chargeback amount. 800. Last updated: October 15, 2019 . Review your credit card processor’s policies to understand its chargeback dispute process. 6. The card scheme receives the chargeback and forwards it to the acquirer. 4846. Discover is a credit card network and an issuing bank—just like American Express. Both EFM and ECM measure compliance at the MID level. A chargeback filed due to buyer’s remorse is a prime case of friendly fraud; a situation where a customer side-steps a return policy in order to gain an illegitimate refund. 4808: This code can refer to: Account Number Not on File. A Shopify chargeback occurs when a cardholder contacts the bank about. The cardholder’s bank assigns a reason code to each chargeback before sending it to the merchant. Accepting non-matching How many chargeback reason codes are there? Among the four major credit card networks, there are a total of 151 reason codes. Cardholders can dispute digital goods transactions of $25 or less (or the equivalent in local currency) if certain purchase controls were not put. In some cases, errors can be resolved and reversed, but there is no equivalent to chargeback representment when it comes to ACH. 3 is part of an updated and expanded revision of the legacy codes that indicated fraud, codes which were phased out under the Visa Claims Resolution initiative. The same is true of all chargeback reason codes. Terms and conditions. The case is now closed. Dispute Category. In these situations, a merchant’s billing descriptor is simply not recognized by the customer. Chargeback reason codes are what tell a merchant why a customer is disputing a charge. This specific code applies when a cardholder reports that the actual merchandise received was counterfeit, and can back up that claim with documentation from a reliable, professional third party. 100007:. While you obviously don’t want customers to cancel their service, a cancelation is far better than a chargeback. Other reason codes address entirely understandable reasons for cutting a merchant off from their credit card processor, like participating in money-laundering schemes, colluding with other merchants to fix prices or. Visa also overhauled its system of chargeback reason codes. For Visa disputes, the reason code also dictates which workflow the case will take. 1. 4 Other Fraud Card Absent. Compare account numbers. 3: Goods or services were not as described: C31: RM: 13. Change of Chargeback Reason to an Authorization-related Chargeback Replace ‘Change of Reason within the Cardholder Dispute Chargeback’ with this section. Vendors that do not have a well-drafted shipping and order fulfillment policy are susceptible to this category of Shopify chargebacks. 7. Card networks send these codes to merchants to indicate why a chargeback. As we touched on earlier, chargebacks can happen due to technical errors. In 2020, MasterCard revised their chargeback rules and eliminated the “second chargeback” step. Reason code 4853 falls under the broad category “Cardholder Dispute,” meaning the cardholder is saying something about the transaction is wrong. Every time a merchant processes a transaction, they are supposed to send an. This code applies when a cardholder disputes a charge, and the merchant is informed by the processor that the transaction was submitted with an. Always use the correct cardholder verification method—signature, PIN, etc. A reason code or a chargeback reason code is a string of symbols (numbers and letters). • For Visa Allocation reason codes (RC 10. 5 billion lost in 2020. 1. Valid Chargeback Codes June 21, 2023 19:49; Updated; Legacy and Standard Chargeback Codes. All of Visa’s existing reason codes were. You must designate the write-off reason code for the system to use when you activate the automatic write-off feature. Dispute Best Practices Guide Overview This guide includes: An overview of authorization and transaction processing An overview of retrievals and chargebacks Reason code guidelines for all. The good news is that most of these invalid claims are disputable by the merchant. When a customer who's enrolled with 3-D Secure from their bank initiates a purchase, the tool will deploy during the checkout. 44%: 58. 16, 2021. “Visa has 28 different reason codes. ” This type of chargeback reason could be named differently across the different card schemes (some examples: Visa 10. UA06 Fraud – Chip and PIN Transaction. 04/09/14 Discover: DC,. 10/21/14 Updated Chargeback Time Frames: Added Reason Code 05; Addendum Reason Code PM; Changed TF time frame from 120 days to 540 days. Vantage HouseThe issuing bank collects evidence from the customer and categorizes the chargeback using the appropriate, card network-specific, reason code. Everyone from processors and card brands to local and federal governments has rules about how payments should be handled. 4853 – Cardholder Dispute – Credit Not Processed. Discover chargeback reason code 7030. That said, looking up purchases using this number can make it easier to provide info following an. Always print and double-check the account number on all phone and mail orders. Visa’s process introduces four dispute categories and associated numerical labels (Fraud – 10, Authorization – 11, Processing Errors – 12, Consumer Disputes – 13) under which the renamed reason codes will be placed. ” This code indicates the merchant waited too long to finish processing a transaction, and the account was no longer in good standing when the transaction was completed. Phone cases, chargers, and other accessories commonly fall into this category, as technology updates or broken devices may cancel out the need for an item. Each of the major card brands, including Visa, Mastercard, and others, have their own system of reason codes. The card network then notifies the merchant’s acquiring bank about the chargeback and passes along all the collected information. 0. Merchants who believe they have received an invalid chargeback under reason code 13. Time Frames by Chargeback Type and Reason Code. A chargeback happens when a customer requests for a transaction to be reversed. The ECI value tells you what to do next in a 3DS transaction — proceed, reject the purchase, or try again. Step 1: Identify the Source. 0 only applies to reason code 10. “It’s a lot tougher with Mastercard because they only use four main codes. Accepting non-matchingHow many chargeback reason codes are there? Among the four major credit card networks, there are a total of 151 reason codes. ACH return codes are a type of shorthand for specific information concerning the return, much like the card decline codes or dispute reason codes used by credit card networks. Process a canceled guaranteed reservation properly. You can attempt to work with the customer on a resolution and potentially have the chargeback reversed. These chargebacks occur to resolve chargeback-related disputes between network members. 7 (previously legacy reason code 85, condition 2) is part of the updated version reason codes that were phased out under the Visa Claims Resolution initiative. The scammer claims to be from the bank, and is seeking to confirm a specific transaction, which the victim denies. Look below the surface.