Fraud Management Workflow

As part of our ongoing efforts to protect merchants from fraudulent activity and reduce the risk of chargebacks, Xpate has implemented a Fraud Monitoring feature within the Xpate Merchant Portal. This tool enables merchants to view and take timely action on transactions identified as fraudulent by the Visa and Mastercard networks.

Fraud Notification and Access

Xpate receives daily reports of suspicious activity from the Visa and Mastercard networks. Transactions flagged as fraudulent will be made visible to the merchant via the Merchant Portal.

To view those entities, merchants are required to:

·      Log in to their account via https://portal.xpate.com

·      Navigate to the “Fraud” section of the dashboard

·      Review transactions marked as fraudulent, which are visually distinguished (e.g., highlighted in purple)

Daily Email Notifications

Merchants will receive a daily email notification summarising the number of new fraud alerts identified on their account within the previous 24 hours.

·      Notifications will be sent to the primary contact email address provided by the merchant in the Merchant Portal.

·      It is the merchant’s responsibility to ensure that the email address on file is accurate and monitored regularly.

·      These notifications are provided for informational purposes and do not replace the need for portal-based review and action.

Transaction Review and Action

For each flagged transaction, merchants will be able to view detailed information including (but not limited to):

·      Transaction amount

·      Date and time

·      Payment method and brand

·      Transaction type

·      Customer details

Where appropriate, merchants may issue a refund directly from the transaction view by selecting the “Refund” option. Upon confirmation, the transaction status will be updated automatically.

Merchant Responsibility and Risk

While merchants are not obligated to take immediate action on flagged transactions, it is strongly recommended. Failure to address suspicious activity may increase the likelihood of chargebacks, financial liability, or inclusion in card network fraud monitoring programs.

Fraud Code Descriptions and Recommended Actions

Each flagged transaction will be accompanied by a fraud reason code provided by Visa or Mastercard. Merchants can access a reference document: Fraud Reason Codes

·      A description of each fraud code

·      The underlying reason for the flag

·      Recommended action steps (e.g., refund, investigation, or no action required)

Merchants are expected to review these descriptions and apply the recommended actions in a timely and consistent manner to reduce risk exposure.

Data Export

Merchants may export transaction data, including flagged entries, directly from the Merchant Portal for internal analysis and compliance reporting purposes.

Support

Merchants requiring assistance in interpreting fraud data, fraud codes, or performing related actions may contact Xpate’s support team via the designated channels available within the portal.