Credit Dept Holds and Scripts
If you update any order that is on a Credit Hold, input a comment as to any changes that you made on the order! The ordercould potentially go back on hold for Credit to review or hit a new hold. Inform the customer to watch their email in case additional information is needed.
All orders will be reviewed the day the order is placed unless it is towards the end of the business day (5 PM).
When booking an order if any credit hold appears on the order, advise the customer that additional information MAY be required. If additional information is needed Credit will email the customer if an email is on file.
Potential Credit Order Flow
Order Booked
↓
ADDRESS REVIEW
(All Expedited Orders > $75 &/or Address Mismatches (Bill-To Different than Ship-To) > $100)
↓
ADDRESS VERIFICATION
(AVS AND/OR CVV2 Failure)
↓
CREDIT CARD USE OVER $500
(All Credit Card Orders > $500)
↓
FRAUD – REDLINE
(Held Due To Match On Item, Customer Name, Address, Phone Number Or E-mail)
↓
Exceeded OA Threshold
(If Over Credit Limit)
↓
NEW OA APPROVAL
↓
Order Moves to Processing
Most Common Credit Holds
Address Verification
Either the address doesn’t match. (See full list of AVS & CVV Codes on next page)
Or the CC info (card # or Exp Date)/CVV2 (security code) don’t match what the bank has on file.
Update the order with the correct information and indicate in an Order Comment the changes you made and release the order. Delete the CC and enter a new CC payment record regardless if the error was the address or the CC. This submits the information to the bank to get a new AVS & CVV2 response.
- AVS Response: Get correct billing address.
- CVV2: Get full CC #, Exp Date & CVV2.
- Script (Credit hasn’t contacted): It appears that we have been unable to get an authorization on your credit card. Can you please verify your (billing address or CC #) to ensure we have the correct information?
- Script (Credit has already contacted):We sent an email on XX/XX and it appears that we have been unable to get an authorization on your credit card. Can you please verify your (billing address or CC #) to ensure we have the correct information?
Address Review
This typically applies when a customer’s billing info is different than the shipping. If the order is already on hold, advise the customer additional information could be required. The customer has the option to change the order to ship to the billing address which you can change as long as there are no issues with the CC (see above examples). If there are issues with the CC, delete the payment record and add a new CC payment record. If any changes are made add an Order Comment with the changes you made. Update and release the order.
- Script (Credit hasn’t contacted): I see that you are shipping to a location different than your billing address. We may require additional information to process your order. If we do need additional information we will contact you via email.
- Script (Credit has already contacted):We will need XX (refer to email in Order Comments) in order to process your order. Another option would be to ship the item to your billing address.
Fraud – Redline
This order either contains an item that tends to cause fraudulent orders, customer’s name or address has been used in fraudulent orders prior or the location for billing or shipping is a high risk location. These orders need to be reviewed by Credit.
- Script (Credit hasn’t contacted):None. Credit will review and determine the course of action for the order.
- Script (Credit has already contacted): We will need XX (refer to email in Order Comments) in order to process your order.
AVS & CVV Codes
If CARD Group.Card Type = Visa
A – Street address matches, postal code does not match
B – Street addresses match; postal code not verified due to incompatible formats
C – Street address and postal code not verified
D – Street addresses and postal codes match (International only)
F – Street address and postal code match (UK)
G – Address information not verified for international transaction. Issuer is not an AVS Participant, or, AVS data was present in the request but the issuer did not return an AVS result, or no address on file (International only)
I – Address verification service not performed (International only)
M – Street address and postal code match (International only)
N – No match; neither the street addresses nor the postal codes match
P – Postal code matches; street address not verified
R – Retry, system unavailable to process
S – Service not supported
U – Address information is unavailable
Y – Both postal code and address match
Z – Postal code matches, Street address does not match or Street address not included in request
If CARD Group.Card Type = MasterCard
A – Street address matches, postal code does not match
N – No match; neither the street addresses nor the postal codes match
R – Retry, system unavailable to process
S – Service not supported
U – Address information is unavailable
W – U.S. – Street Address does not match, nine digit postal code matches; For address outside the U.S., postal code matches, address does not
X – Exact: U.S. – Address and 9-digit postal code match; For address outside the U.S., postal code matches, address matches
Y – Yes: Address and 5-digit postal code match for US address
Z – Five digit postal code matches, address does not match
If CARD Group.Card Type = Amex
A – Street address matches, postal code does not match
N – No match; neither the street addresses nor the postal code matches
R – Retry, system unavailable to process
S – Service not supported
U – Address information is unavailable
Y – Both postal code and address match
Z – Nine or five digit postal code matches, address does not match
L – Card member Name and Billing Postal Code match
M – Card member Name, Billing Address and Postal Code match
O – Card member Name and Billing Address match
K – Card member Name matches
D – Card member Name incorrect, Billing Postal Code matches
E – Card member Name incorrect, Billing Address and Postal Code match
F – Card member Name incorrect, Billing Address matches
W – No, Card member Name, Billing Address and Postal Code are all incorrect
If CARD Group.Card Type = Discover or JCB
A – Street address and matches, postal code does not match
G – Address information not verified for international transaction
N – No match; neither the street addresses nor the postal code matches
R – Retry, system unable to process
S – Service not supported
T– No data received from Issuer
W – Nine digit postal code matches, address does not match
X – All digits match (nine digit zip code)
Y – Both address, and five digit postal code match
Z – Five digit postal code matches, address does not match
CVV results -
Match – Values match
NoMtch – Values do not match
NotPrc – Not processed
NotPrv – Value not provided
NotPrt – Issuer not participating
Unknwn – Unknown
Credit Email Scripts
When an order hits a Credit Hold, the Credit Team will send one of the below scripts via email to the customer.
NO CREDIT CARD INFORMATION
Galls, LLC is in receipt of the above captioned order but there is no credit card information attached to allow it to process. Could you please contact our Customer Service Department at 1-866-477-7766 and provide your credit card information so it can be released? Thank you for your assistance.
LOST/STOLEN BACKORDER
When Galls, LLC attempted to authorize your credit card for the backordered items your bank notified us the card was reported lost/stolen. Please contact our office at 1-800-477-7766 to update your credit card information so your order can be processed. Should we not hear from you within 10 days the order will be cancelled.
INVALID CARD NUMBER
When Galls, LLC attempted to authorize your credit card for the backordered items we were notified the card number was invalid. Please contact our office at 1-800-477-7766 to update your credit card information so your order can be processed. Should we not hear from you within 10 days, the order will be cancelled.
MAILBOX FACILITIES
Please be advised that Galls, LLC does not ship to UPS stores or other commercial mailbox facilities due to the possibility of fraud. Please contact our Customer Service Department at 1-800-477-7766 to provide a verifiable residential or business shipping address so your order can be processed.
O/A ORDER WITH NO TERMS
This order was entered on an account with no credit terms and no credit card information supplied to allow it to process. Please contact our Customer Service Department at 1-800-477-7766 and provide your credit card information so this order can be processed.
UNPAID BALANCE
Galls, LLC is unable to process the above captioned order due to an unpaid balance of $193.44 from order number 4179259. When we processed your credit card for the prior order your bank denied the charge. A copy of the invoice is attached; please contact our Accounts Receivable Department at 1-866-286-1360 to resolve this matter so your held order can be released.
NO CREDIT TERMS – NOTICE TO CUSTOMER SERVICE CREDIT CARD NEEDED
This is an immediate pay customer with no credit terms. They will need to provide a credit card for the order to process.
DIFFERENT SHIPPING ADDRESS, NEED ID
Galls, LLC is in receipt of the above captioned order and note that it is being sent to another address. In order to eliminate the possibility of fraud, we will need a photographic ID confirming that you reside at the shipping address. It can be faxed to 859-268-5946 or e-mailed to .
Your understanding is appreciated.
AVS FAILURE
When Galls, LLC attempted to authorize your credit card for the above captioned order your bank indicated the billing address you provided did not match their records. Please contact our office at 1-800-477-7766 to update the address on the order so it can be released.
AVS FAILURE REVISED
The billing address that you provided for this order did not match the address on file with your bank. As this is a card not present transaction, we need a match on the address before the order can be released. Please call 1-800-477-7766 and update your billing address so the order can be processed.