Code 10 situation

Code 10 situation

During a transaction, if you feel that a customer, card or transaction is suspicious and needs investigating, call Moneris Customer Care at 1-866-319-7450 and state that the call is a Code 10. This will alert the Moneris operator without alarming your customer. The operator will ask you some "Yes/No” questions and then provide instructions.

Reasons for calling in a Code 10 include:

• larger than normal transaction size
• cardholder is asking to manually enter the card number
• there is no chip on a domestically-issued credit card (Visa/MasterCard/Discover/Amex)
• card security features appear to be altered (i.e. Card Brand appears blurry or incorrect, no expiry date, etc.)
• cardholder is asking to ship the product to an address far away or under someone else’s name
• cardholder provides multiple credit cards and some result in a declined message
• cardholder is being aggressive
• the signature on the credit card does not seem to match the signature on the Purchase receipt.
• the name on the card is inconsistent with the person’s gender.
• the customer is purchasing an unusual number of expensive items.
• the customer’s purchases seem randomly selected, with little regard for size, quality or value.

Contact us

Contact us

Merchant support

Call Moneris Customer Care at:  1-866-319-7450 toll-free 8 am to 8 pm (EST) Monday to Friday 10 am to 6 pm (EST) Saturday and Sunday

Ordering point-of-sale supplies and receipt paper

Visit shop.moneris.com to purchase point-of-sale supplies including receipt paper rolls.

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