Overview

Transactions will block if a client swipes their debit card instead of inserting the chip at a terminal that is chip-capable. REDiVerify contacts the client with a text to verify. If the client respond yes and keep swiping, the transaction is going to keep declining.  

If the chip is not working instruct the the client to:

• Wipe off the chip; debris and oils can affect the chip functioning.
• Insert the chip all the way into the reader.

If the client's chip is still not functioning, reorder the card and charge a fee. If the client needs a card immediately, direct them to the closest instant issue office.

Remember:  A fraudster may create a fake card with the client's information that only has the ability to swipe. Use caution when speaking with a caller with this issue. If in doubt, refer to the fraudster checklist.

Xperience

1. Verify the identity of the client by using one of the following:
   • Identification: CSC Phone Procedures
   • Clients in person
2. In Xperience, click Customer & Account Inquiry. 
   1. Set Search Criteria to All Types.
   2. Search by name, account number, or CIF.
3. Select the client's account.
4. Select Misc. Accounts.
5. Choose the appropriate card.
6. To view transactions, select History.
7. View Transaction Status: 
   • Error code: Invalid Cardholder (14)
8. Click on the Transaction and view the Miscellaneous field.
   • Read/Keyed reflects MagRead.
9. To assist clients with this error code:
   • In person, contact Call Me Direct (CMD) at ext. 397100.
   • On the phone, advise the client contact Bank Direct at 850-402-7500 or 888-671-0400.

REDiVerify

1. Access REDiVerify > Fraud > Card Search.
2. Search by Client Name, Card Number or CIF.
3. Locate the transaction and click on the merchant name.
4. Review the Realtime section to determine if a Fallback (swipe vs. chip) rule was hit. 
5. To complete the transaction, have the client insert the chip instead of swipe the card.
   1. If the client's chip is not working, have the client:
      1. Wipe off the chip; debris and oils can affect the chip functioning.
      2. Ensure the chip is being inserted all the way into the reader.
   2. If the client's chip is still not functioning, reorder the card and charge a fee. If the client needs a card immediately, direct the client to the closest instant issue office.