Report Lost/Stolen

The Lost or Stolen Report needs to be completed if a cardholder reports their card lost, stolen, compromised or not received through the mail.

Before entering the Lost/Stolen Report:

1. Verify the cardholder’s identity with information such as: current address, home and work phone numbers, and current balance.
2. Review the memo screen. Review any notes found there about recent account activity, recent account information changes or Falcon activity.
3. Review recent account transactions. Review the Statement screen. Confirm with your cardholder the last charge or charges found on the Statement screens.
4. Review any outstanding authorizations on the Current Activity screen for validity also.
5. Complete the Lost/Stolen report.

Hover over the Maintenance menu, under the Risk option click on the Report Lost/Stolen link.

Single Entity:

Separate Entity: 

Field Descriptions:

# Cards Lost: Number of cards lost.

# Cards Issued: Number of cards issued (auto-completed).

Home, Work Phone: Cardholder’s home and work phone number.

Primary Birth Date: Primary cardholder’s birth dates.

Mother’s Maiden Name: Mother’s Maiden Name (optional).

Date Lost/Stolen: Date card(s) were reported lost or stolen.

Expiration Date: Expiration date on the account (auto-completed).

Date Last Used: Last date the cardholder used the card.

PIN Lost: Was the PIN lost with the card. Check the box to indicate Yes or leave blank to indicate No.

Invalid Address Indicator: If this box is marked, the account address has been flagged as invalid. The address will need to be updated before any orders can be placed, or before reporting the card as lost/stolen.

Loss Type: Select the drop-down menu to choose the code and description indicating the type of loss.

Loss Location: Select the drop-down menu to choose loss code and description indicating the location of loss.

Loss Area: Select the U.S. or International radio button to indicate whether the card was lost in the U.S. or internationally.

Automatic Billing Updater: Identifies if the account is set up to automatically update participating merchants if the following are changed: account number, status code, expiration date. Both the financial institution and the merchant must be enrolled for the automatic updates to occur.

Rush New Plastics: Select the box if the new card is to be rushed or leave blank to indicate no rush.

Rush Code: Select the drop-down menu to choose the desired courier service to rush the plastic reorder. Options visible can be customized on the Administration tab: First Data / Administration / Configurable Codes.

Charge Rush Fee: Once this box is selected, the following fields will display.

Batch Prefix: Code you assign to identify the batch.

Transaction Code: Identifier of the monetary transaction. The transaction code will determine whether it is a debit or credit to the account.

Merchant Number: Identifier of the merchant account, this number is provided by CO-OP.

Amount: Dollar amount of the item being posted.

Post Date: Date the item will be posted to the account.

Description: Text describing the adjustment, this description will show as a line item on the cardholder’s statement.

Lost Stolen Memo 1,2,3: Three lines for free form memos about the lost account.

Information to include in the memo:

• Who lost the card?
• Where/When was the card lost?
• List the fraud charges or state no fraud present
• Document anything unusual the cardholder tells you
• If police report filed, document case #

To Report A Card Lost/Stolen:

1. Select the View Activity  button to verify transactions with the cardholder.

2. If the cardholder indicates the transaction is fraudulent or suspicious, check the box under the Fraud column.

3. After all possible fraudulent activity has been marked, click on Done Selecting Fraud.

4. Select the Send Card to Alternate Address check box to emboss and send the plastic to an alternate address. Select U.S. Address or Non U.S. Address as appropriate (optional).

U.S. Address:

Non U.S. Address:

5. Select the Change Number of Plastics check box, if applicable. This will allow you to change the number of plastics to be issued. Select a cardholder to allow/restrict the cardholder from receiving a reissue card on the new account.

6. Select Set All Plastics to Zero if you do not want to immediately reissue the cards on the new account.
7. Enter Lost/Stolen report information.
8. Select the box to have the statement hold code that is on the lost/stolen account transfer to the new account. The transfer will take two days. (Optional. Not applicable to Separate Entity clients.)

9. Select the box to transfer the account restriction to newly created accounts.
10. Click Submit to process the lost/stolen report.

11. Enter the recommended information and click Submit. To view the new account, click on the new account number hyperlink.

Digital Card Issuance (single entity clients only)

If the financial institution is setup for digital card issuance, the "A" block must be removed from the new account. If this is not done, the cardholder is not able to transact with their digitally issued card.

Advise your cardholder to:

• Cut up remaining card or cards and return the pieces to financial institution
• Notify joint cardholder account is statused and cannot be used
• If card is found, do not attempt to use
• A new account will be set up if the cardholder meets reissue criteria
• New cards will be delivered to the cardholder in 10 to 14 days
• If there is fraud activity on the account, let the cardholder know paperwork will be mailed to them in the next two weeks
• If payment is due, instruct cardholder to use most recent statement as the payment will roll over to the new account
• If the new plastics are going to be rushed let the cardholder know it will be three business days from the date of the report and the rush fee will be issued per card

Report Lost/Stolen Processing Aids

• Once an S/L report is taken and been submitted. The account should not be reopened or reused. It has been ear marked as a card not to honor, and reuse of the account will cause problems and even possible embarrassment for the cardholder.
• If the card is a Debit Card, the financial institution must deactivate the ATM side of the card.

• If address changes need to be made on the account, always make them on the new account, not the old account that the L/S report was taken on.
• Always be aware of the financial institution’s reissue requirements. The standard is a plastic will not be issued unless they meet reissue requirements.