Documentation Index
Fetch the complete documentation index at: https://docs.enfuce.com/llms.txt
Use this file to discover all available pages before exploring further.
Overview
Fraud Notifications in MyEnfuce is the case management interface for your operations team. When Enfuce’s fraud monitoring engine flags a suspicious card event, a case appears here for your team to act on. The portal gives you a structured, auditable workflow: review the case, contact the cardholder, record the outcome, and close it. There are two access levels:- Auditor — read-only access to all cases
- Support — read and write access, including setting transaction statuses and finalising cases Confirm with your organisation’s tenant administrator that users are assigned to the right group. Each login can only belong to one group at a time.
Accessing fraud notifications
- Open the left-hand menu bar in MyEnfuce.
- Select your environment — Demo for testing, Live for production.
- From the Customer Portal home page, locate the Fraud Notifications tile and click Inspect. The tile displays a live count of open cases so you can see at a glance whether anything needs attention.
The case list
Fraud cases are split across two tabs:- Unresolved — cases with status Open or Pending. These require action from your team.
- Resolved — cases with status Closed. These are read-only and suitable for reporting and audit. Each row in the list shows:
| Field | Description |
|---|---|
| Case Date | When the Enfuce fraud team submitted the case |
| Card ID | Unique card identifier; clickable link to cardholder details in MyEnfuce |
| Last Updated | Most recent timestamp on the case |
| Status | Open, Pending, or Closed |
| Comment | Additional context from the Enfuce fraud team |
| Review | Opens the full case detail view |
Working a case
Case summary
The summary section at the top of the detail view shows the Case Date, Card ID, and current Status. The Card ID is a clickable link that takes you directly to the cardholder’s record so you can look up contact details before calling. Status meanings:- Open — case created, not yet worked
- Pending — actively under investigation
- Closed — fully resolved
Reviewing transactions
Every case contains one or more transactions linked to the suspected fraud event. Use the status filter toggles to show or hide transactions by their review outcome:- Fraud — cardholder confirmed this transaction was not made by them
- Genuine — cardholder confirmed this was a legitimate purchase
- Pending — awaiting review You can combine filters freely. The count shown updates in real time as you adjust them.
Detailed transaction view
Clicking into an individual transaction gives you the full detail needed to verify it with the cardholder:| Field | What it tells you |
|---|---|
| Transaction ID | Unique identifier; links to full transaction record in MyEnfuce |
| Transaction Date | When the purchase took place |
| Transaction Amount | Purchase value in transaction currency |
| Transaction Condition | How the purchase was made (e.g. chip + PIN, contactless, e-commerce) |
| Strong Customer Authentication (SCA) | Whether the cardholder authenticated the transaction |
| Response Code | Whether the transaction was accepted or declined |
| Merchant Name | Where the purchase occurred |
| Merchant Country | Country of the merchant |
| Merchant Category | Merchant category code (MCC) |
| Customer Comment | Any notes the cardholder provided |
Setting transaction statuses
After contacting the cardholder, record their response by updating each transaction’s status. To review in bulk: click Select All to select every transaction, then Set Status. All selected transactions will receive the same status — use this only when the cardholder has confirmed all transactions share the same outcome. To review individually: tick the checkbox next to each transaction you want to update, then click Set Status.Marking as Genuine
- From the Set Status drop-down, choose Genuine.
- The portal shows a preview of affected transactions — review it before confirming.
- Optionally add a Customer Comment with any relevant context from the cardholder.
- Click Submit. When all transactions in a case are marked Genuine and the case is finalised, the card status automatically resets to Card OK.
Marking as Fraud
- From the Set Status drop-down, choose Fraud.
- Select the appropriate Reason — see the guidance below to choose correctly.
- Optionally add a description with any supporting details from the cardholder.
- Preview the affected transactions, then click Submit. When a case is finalised as Fraud, the card is closed with status Card closed due to fraud. You can then begin the dispute process with Enfuce’s 2nd Line Support if applicable.
Choosing the right fraud reason
Selecting an accurate reason is important — it feeds into fraud reporting to card schemes and helps EBI identify patterns across the customer base. Use Other only as a genuine last resort, not as a default when you are unsure.Card Details Compromise (CARD_DETAILS_THEFT)
Card Details Compromise (CARD_DETAILS_THEFT)
Definition: Card data was exposed without the physical card being lost or stolen. Use this when the cardholder still has their card but transactions have been made without their knowledge. Common causes include:
- Phishing — fake emails or SMS messages that tricked the cardholder into entering card details
- Skimming — compromised ATM or POS terminals capturing card data
- Data breaches or merchant leaks
- Malware capturing card details during online purchases
- Social engineering where the cardholder was manipulated into sharing their details Typical fraud outcome: Card-not-present (CNP) transactions at online merchants.
Lost or Stolen Card (LOST_OR_STOLEN_CARD)
Lost or Stolen Card (LOST_OR_STOLEN_CARD)
Definition: The physical card is missing and has been used fraudulently. Use this when the cardholder confirms they no longer have their card and did not authorise the transactions. Common causes include:
- Wallet or bag theft
- Pickpocketing
- Card lost and later found and used by someone else Typical fraud outcome: In-person POS or ATM transactions.
Card Not Received (CARD_NOT_RECEIVED)
Card Not Received (CARD_NOT_RECEIVED)
Definition: The card was intercepted before it reached the cardholder. Use this when the cardholder reports never receiving a card that was issued and sent to them. Common causes include:
- Mail interception
- Exploitation of a wrong or outdated delivery address
- Internal or postal theft during distribution Typical fraud outcome: Transactions made shortly after card issuance, before the cardholder has activated it.
Unauthorised Transaction – Unknown Cause (UNAUTHORIZED_PAYMENT_TRANSACTION)
Unauthorised Transaction – Unknown Cause (UNAUTHORIZED_PAYMENT_TRANSACTION)
Social Engineering / Manipulation of Payer (MANIPULATION_OF_PAYER)
Social Engineering / Manipulation of Payer (MANIPULATION_OF_PAYER)
Fraudster Initiated Payment (ISSUANCE_OF_A_PAYMENT_ORDER_BY_FRAUDSTER)
Fraudster Initiated Payment (ISSUANCE_OF_A_PAYMENT_ORDER_BY_FRAUDSTER)
Definition: The fraudster executed the transaction with no involvement from the cardholder. Use this when the cardholder had no part in initiating or authorising the payment. Common causes include:
- Account takeover using stolen login credentials
- Use of stolen card details to make transactions
- Transactions made via a compromised account without the cardholder’s knowledge Distinction from MANIPULATION_OF_PAYER: The cardholder did not interact with or authorise anything — the fraudster acted entirely independently.
Payment Tampering (MODIFICATION_OF_A_PAYMENT_ORDER_BY_FRAUDSTER)
Payment Tampering (MODIFICATION_OF_A_PAYMENT_ORDER_BY_FRAUDSTER)
Definition: A legitimate payment was altered by a fraudster before or during processing. This is a less common but high-value fraud type. Scenarios include:
- Invoice fraud — the cardholder intended to pay a legitimate payee but the account details were changed (e.g. via a compromised email chain)
- Malware modifying payment details during online checkout
- Man-in-the-browser attacks that alter transaction data after the cardholder initiates it Key indicator: The cardholder genuinely intended to make a payment, but the recipient or amount was changed without their knowledge.
Other (OTHER)
Other (OTHER)
Definition: Edge cases not covered by any of the reasons above. Only select this if you have worked through every other option and none accurately describes the fraud type. If you find yourself using Other frequently, contact your EBI team — it may indicate a new or unusual fraud pattern that warrants a conversation.
Transaction statuses can be updated at any time until the fraud case is finalised. Once finalised, the case is permanently closed and no further edits are possible.
Finalising a case
Once all transactions have been assigned a non-Pending status, the portal will prompt you to finalise the case automatically. You can also finalise manually at any time from the case detail page. To finalise:- Optionally add a Fraud Case Comment with any final notes.
- Tick the disclaimer checkbox to confirm you understand the case will be permanently closed.
- Click Finalize. If you’re not ready yet, click Not Now — the prompt will close and you can return to finalise later using the Finalize button on the case detail page.