Rider Unrecognized Charges

Details we need from the rider when investigating unrecognized charges

• date and amount of the charge

• first six, last four, expiration date

• screenshot of the unrecognized charge/s as listed on the bank statement

• photo of the credit card containing all necessary digits

Small amounts of money that are never actually charged to the client’s account

• authorization holds

• authorization hack

• authorization hazard

• authorzation holds

Charges found on the advanced billing that the client is unfamiliar with or did not authorize

• unrecognized charges

• unregistered charges

• unauthorized charges

• unavailable charges

A trip requested by oneself or granted permission by the owner of the account. It is important to narrow down what the issue could be, before providing a response to our clients

• legitimate trip

• stolen card

• stolen phone

• friendly fraud

We frequently receive contacts from clients who write in because of unauthorized charges to their payment method, not located on their account

• stolen card

• legitimate trip

• friendly fraud

• stolen phone

Client writes in because of unauthorized charges to their payment method, located on another account (not a duplicate and it's likely that they know the client who made the charges)

• friendly fraud

• legitimate trip

• stolen card

• stolen phone

Communication from riders with rides taken on a lost or stolen phone.

• stolen phone

• stolen card

• legitimate trip

• friendly fraud

We need the first _ digits of the credit card when probing

• 5

• 6

• 7

• 8

We need the last _ digits of the credit card when probing

• 3

• 4

• 5

• 6

To which contact type do we route authorization holds tickets?

• Rider > Accounts and Payments

• Rider > Payments

• Rider > Payments and Account

• Rider > ASR