Fraud review playbook: AVS/CVV mismatches, velocity limits, SCA exemptions, and chargeback codes
Internal fraud review playbook covering AVS/CVV, velocity, SCA exemptions, and chargeback handling.
Fraud review playbook
Use this playbook to triage suspected fraud: AVS/CVV mismatches, velocity spikes, SCA exemptions, and chargebacks. Internal use only.
Decision tree
- Signal intake (gateway risk, velocity, mismatched AVS/CVV, proxy/VPN):
- Low risk → Auto-approve → Monitor
- Medium → Manual review → Request additional verification (billing address proof)
- High → Cancel and refund; block fingerprint/IP; notify gateway
- AVS/CVV outcomes
- AVS full match + CVV match → Approve (unless velocity high)
- AVS partial/zip-only or CVV mismatch → Contact shopper; request reattempt
- No AVS data → Treat as medium risk for cross-border/prepaid
- SCA exemptions
- Low value/TRA exemption requested → Approve if gateway marks authenticated
- MIT/subscription → Ensure prior CIT was SCA-authenticated
Manual review checklist
- Compare billing vs shipping distance
- Check customer history and loyalty points
- Review IP geolocation and device fingerprint
- Contact via order email; verify order details
Chargebacks
- Collect evidence pack: order invoice, tracking with delivery scan, IP/device data, comms log
- Map reason code → response template (non-receipt, fraud, canceled recurring, not as described)
Internal links
External references
Macro: FRAUD-VERIFY
Subject: Quick verification for order
Body: Hi , to keep your account secure, please confirm your billing address and last 4 digits...