Audit cases are a way of flagging any suspicious activity from members. This could be an action the member carried out, or a suspicious transaction or redemption. For example, it may be peculiar to see more than 30 transactions (for one member) over a month.
When a member has an audit case raised against them, their account will be suspended, which removes their ability to redeem rewards or offers. A Horizon user can update the audit case as needed.
Automatically raising audit cases
Audit cases can be raised automatically, by setting up rules that monitor when a particular suspicious activity happens. When a rule matches, an audit case will be raised against the member's contact record. These rules will need to be set up by us and can't be set up in Horizon. These are set up when you on-board with us. If you're uncertain what rules you have, or want to make some changes, please get in touch.
The rules that can be set are:
- High frequency transaction (more than 30 transaction on one card/last 30 days)
- Transaction value is £110
- Transaction value is £120
- Transaction value is £130
- Transaction value is £140
- Transaction value is £150
- Transaction value is £160
- Transaction value is £170
- Transaction value is £180
- Transaction value over £180
- Redemption value is greater than or equal to 10,000 points
- More than 3 active or closed accounts at the same address
- More than X points earned in the last 24 hours
- More than X transactions in the last 24 hours
- More than X transactions less than £Y
- More than X transactions greater than £Z
When a rule finds a match, it will create an audit case for that member. The case will be in an 'Open' status until it's been dealt with.
Exclude from automatic fraud checks
If you wish, you can stop a member from being checked against these rules.
- To do so, edit the contact.
- Go to the 'Audit cases' section.
- Click 'Exclude from fraud checks'
The member will not be included in checks for 12 months.
Searching for audit cases
The contact advanced search can be used to find any open (or closed) audit cases.
- Go to the Contacts tab and click 'Advanced search'.
- Click
in the search filter box.
- From the 'Select group' drop-down list, select 'Audit case'.
- Click 'Select' to the right of 'Audit case status'.
- In the third search filter box, select 'Open' (or 'Closed' if you're looking for closed cases).
- Click 'Search'
Processing audit cases
- To view an audit case for a member, edit their contact record.
- Go to the 'Audit cases' section.
If any audit cases have been raised, you'll see them listed here. You'll be able to see details about the audit case, including: Date/Time opened, Audit case ID, Audit case type, Description, Solution, Audit case status, Last updated date.
If the audit case was raised from the automatic checks, the 'Solution' will be set to 'No solution'.
- Click
to the right of the audit case to update it.
- You'll only be able to change the audit case status. These status' are:
- 'No solution' and 'Audit confirmed' will leave their member's account in a suspended state. 'Audit confirmed' can be used to show that a Horizon has seen the case, but it requires further investigation.
- 'Account cleared' and 'Account verified' will remove the member's suspension and allow them to use their loyalty account again (the loyalty account status will change to Active). If a member has been given this solution, they will be excluded from fraud checks for the next 12 months, starting from the audit case's 'Last updated date'.
- 'Fraudulent' and 'No response' will close the member's account. Closing a member's account is irreversible, meaning their email and card number cannot be used to signup again.
- Once you've selected a status, click 'Save'. The audit case status is updated straight away and you won't need to save the contact to save this.
Add an audit case manually
You can add an audit case manually, via the member's contact record.
- Go to the 'Audit cases' section.
- Click 'Add and audit case'
- Enter a description for the audit case and click 'Save'
- A new audit case will be raised with a 'No solution' status. The member will be suspended until the audit case is dealt with.
Alternatively you can click 'Suspend with audit case' to the right of the member's 'Loyalty Account status' in their contact record. This will suspend the member and raise an audit case at the same time.