Taken directly from the VISA Code 10 Procedure Guide

When you suspect fraud

If you’re suspicious of a card or cardholder at any time during a transaction authorization process, you will need to make a Code 10 authorization request.

What is Code 10?

The Code 10 authorization request alerts the card issuer to the suspicious activity—without alerting the customer. During a Code 10 call, you will speak to the card issuer’s special operator, who will provide instructions on any necessary action. This type of authorization request is the most likely to result in a call to law enforcement.

Code 10 steps

If you receive an electronic authorization, but still suspect fraud, do the following:

If the operator asks you to retain the card, comply with this request only if it is safe to do so.

For Visa Code 10 Phone Numbers:

Taken Directly From: VISA Code 10 Procedure Guide

1. MasterCard has established security procedures that can help you protect your business from loss.

When You Suspect Fraud

If your employees are suspicious about a card or a cardholder at any time during a transaction, tell them to call the Authorization Center and request a Code 10 authorization.

A Code 10 authorization request alerts the card issuer to suspicious activity—without alerting the customer. During a Code 10 call, your acquirer may ask for transaction details. Your staff will be transferred to the card issuer’s special operator who will provide instructions on any necessary action.

In-store, card present fraud

If your employees suspect fraud, train them to remain calm and call the Voice Authorization Center immediately. When the operator picks up, train your staff to say, “I have a code 10 Authorization Request,” and then follow these steps:

1. Stay calm, to avoid alarming the person who presented the card.

2. Keep the card in question in your hand.

3. Answer the operator’s questions in a normal tone, with a simple “yes” or “no.”

4. Follow the operator’s instructions.

5. For your staff’s safety, do not, under any circumstances, confront or try to apprehend the customer.

If it becomes necessary to notify the police, the operator will do so while your employee waits on the line.

Reporting Fraud

Sometimes fraud happens even with strong preventive measures in place. Keep contact information for reporting fraud easily accessible, and make sure your employees know how to use it.

Whom to Contact

If a fraudulent transaction occurs, contact the following for assistance:

For MasterCard Code 10 Phone Numbers:

Taken Directly From: American Express Code 10 Acceptance Procedures

If you are ever suspicious of a Card transaction or a customer, alert store security and/or contact American Express Code 10 Authorizations.

American Express has designed a series of simple telephone procedures should a potentially fraudulent Card be presented to you for payment at your location. With simple “yes” or “no” questions, our highly trained authorizer will help you determine the validity of a Card without alarming your customer. When you call the Authorization Center at 1-800-528-2121:

American Express Card Authorizations

The United States ---------------800-528-2121

Travelers Cheque Encashment Assistance Numbers

The United States ---------------800-525-7641

Establishment Services Customer Service

The United States ---------------800-528-5200

To Obtain Additional Fraud Prevention Information

The United States --------------800-528-5200

Also, see this guide to identifying credit cards.