Fraud

Fraud is suspected when making an account change. When you create an AR case, what subcategory should you select?

• Media Inquiry

• Fraud– Possible/Confirmed

• Security issues/law enforcement

A customer contacts you regarding unrecognized or fraudulent charges on their payment card.

• Create an AR case.

• Connect to Billing.

A customer has received a suspicious package. The delivery address does not match the Ship To address. This situation would require creating an AR case. What subcategory should you select?

• Mis-delivery/Indirect-delivery

• Fraud – Possible/Confirmed

• Security issues/law enforcement

When the shipper suspects fraud, you should connect to PCA and create an AR case. What should be the priority level selected?

• Urgent

• Non-Urgent

A customer requests direct contact to resolve the FRAUDHOLD-US status. What should you do?

• Send an urgent AR case

• Direct the customer to ups.com/fraudprotection and close the contact case