6.4 Handling Cardholder Queries

Your cardholders should have a means to contact you directly to raise queries about a transaction on their account. This is typically via a call centre number printed on their card1 You can configure the contact number printed or displayed on your card products. or advertised on your website. Alternatively, your customer mobile app or portal may provide a form to enable customers to raise a support ticket, which is handled via your customer app or a dedicated system.

When a cardholder queries a transaction, you can use the Thredd Portal Thredd Portal is Thredd's new web application for managing your cards and transactions on the Thredd Platform. application to view details of the transaction. For more information, see the Thredd Portal Guide.