Journey 04
Handling an incident
The events a live programme reacts to: a card lost, a card expiring, a PIN blocked, a limit that has to come down, a card handed over the counter. Each one crosses several of the areas journey 02 lists, which is why it has its own path.
Reach for this when something has happened, rather than when you are building. This journey is split by the event that starts it.
Pick a section
The sections below are independent — open the one you are working on. The steps inside a section run in the order they are listed.
- 5 steps · 9 callsLost or stolen cardThe card is gone. Secure it first, decide on a replacement second — in that order, because every minute between the two is exposure.
- 3 steps · 5 callsCard renewal at expiryNothing is wrong — the card is simply running out. The same replacement machinery, with a different reason and no urgency.
- 4 steps · 5 callsPIN blocked, and unblocking itA detail worth knowing before you build the screen: verifying a PIN is not a read. Enough wrong attempts and the verification itself moves the card to a blocked status.
- 4 steps · 5 callsBringing a customer limit downThe one limit change with a regulatory step in it, and the one that can undo itself.
- 3 steps · 4 callsHanding over a no-name cardThe card already exists and is sitting in a branch. Activation is where it stops being stock and becomes somebody's card.
Lost or stolen card
- APIs
- Credit DCDelivery
Block it before anything else
Move the card to a blocking status. Which statuses you may move to depends on your channel's group, not only on the current status, so read the permitted set rather than assuming one.
- Credit DCgetAvailableCardStatusListTry
- Credit DCchangeCardStatusTry
card blockedevery later step is now safe to take
Stop a card already in production
If the cardholder was waiting for a card that had been ordered, the pending embossing has to be cancelled too — otherwise a card for a compromised account is printed and posted.
- Credit DCgetPendingCardEmbossListTry
- Credit DCcancelCardEmbossByShadowCardNumberTry
pending production stoppednothing is in the post
Close and reissue in one transaction
Closing the old card and ordering the new one is a single call: it changes the status with reissue set and only for this card, then replaces it. If the replace fails the close is rolled back, so there is no state where the cardholder has no card and no replacement coming.
- Credit DCchangeAndReplaceCardTry
new card referencewhether a new number was produced
Follow the delivery
The replacement goes through the courier like any other card. The barcode on the delivery record is what the movements are reported against.
- DeliverygetCourierInformationTry
- DeliveryupdateMovementsWithBarcodeNumberTry
delivery statusthe barcode to quote to the courier
Activate and set a PIN
The replacement activates like a new card. Where the number changed, the old PIN did not travel with it.
- Credit DCchangeCardStatusTry
- Credit DCsetRsaPinTry
card activePIN set on the new card
Card renewal at expiry
- APIs
- Credit DCCommon MethodsDelivery
See how many times this card has been renewed
The renewal count is worth reading before you order another one; the card sequence number has a ceiling, and at it the platform moves to a new card number whether or not the reason called for one.
- Credit DCgetRenewCountByShadowCardNumberTry
renewal countwhether the next one changes the number
Order the replacement with the right reason
The embossing reason is not decoration — it decides the fee and what becomes of the old card. Read the permitted reasons rather than sending a remembered code.
- Common MethodsgetAvailableEmbossReasonListTry
- Credit DCreplaceCardTry
new card referenceexpiry date of the replacement
Deliver and activate
From here the path is the ordinary one. A renewal that kept the number keeps the PIN with it.
- DeliverygetCourierInformationTry
- Credit DCchangeCardStatusTry
card activeold card retired
PIN blocked, and unblocking it
- APIs
- Credit DC
The attempt that blocks it
Each failed verification increments the card's counter, and when the counter passes its limit the card's status is changed — by this call. The response says how many attempts are left and whether the limit was passed, which is what the screen should show rather than a bare failure.
- Credit DCverifyRsaPinTry
attempts remainingwhether the card is now blocked
Confirm what the card's status actually is
Read it rather than inferring it from the verification response, and check what your channel is allowed to move it to.
- Credit DCgetCardListTry
- Credit DCgetAvailableCardStatusListTry
current statusthe transitions open to this channel
Set a new PIN
The cardholder chooses a new one after you have authenticated them by your own means. The platform refuses a weak choice: the forbidden list is built per card from the customer's own data — date of birth, customer and identity numbers, the card number — and the decision is the security module's.
PIN setthe counter is cleared by the next successful verification
Return the card to service
Clearing the counter does not by itself lift the status. Moving the card back to an active status is a separate decision and a separate call.
- Credit DCchangeCardStatusTry
card activethe block is recorded in the card's log
Bringing a customer limit down
- APIs
- Credit DC
- Capabilities
- Card and customer limits
Read what is there now
The customer's limit and what is already used against it. A reduction cannot go below the amount in use.
- Credit DCgetCustomerAvailableLimitTry
- Credit DCgetCreditCardLimitTry
current limit and usagethe floor the reduction cannot pass
Reduce it, and let it propagate
This is the call that walks downwards: every main card is brought to the new figure, then every supplementary card still above it, then the customer record itself. Changing the customer limit on its own writes only the customer level and moves no card.
- Credit DCdecreaseCustomerLimitTry
cards realignedthe log ids the change was recorded under
The regulatory notice, and what it can undo
For an individual customer the reduction is notified through core banking before it is final — a reduction notice above zero, a close at zero. If the notice fails, every card and customer change in the call is rolled back unless the caller asked for no reversal. Corporate customers have no such step, and therefore no automatic rollback.
- Credit DCdecreaseCustomerLimitTry
the change is final, or it never happenednothing is left half-applied
Undoing one later
A reduction that has to be reversed after the fact is its own operation, and it works from the log entries the change wrote rather than from the figures.
- Credit DCchangeCardLimitReverseTry
limits restoredeach step reversed from its own log row
Handing over a no-name card
- APIs
- Credit DCCommon Methods
- Capabilities
- Card lifecycleNo-name cardsPIN and card security
Find the card in front of you
Search by the barcode on the carrier or by the last digits of the number. The barcode here is the delivery record's, not the card's own — the same field name covers three different columns across the platform.
- Credit DCgetCardListTry
the card's referenceits current status
Bind it to the customer and activate
One call does both. The last four digits are matched against the end of the masked card number rather than length-checked, so a value longer than that can never match: send the four the carrier shows.
- Credit DCactivateNoNameCardTry
card bound to the customercard active
Set the PIN at the counter
The cardholder chooses it before leaving. Where the product allows it this can be done by SMS instead, which is the usual choice when the card is posted rather than handed over.
- Credit DCsetRsaPinTry
- Common MethodsisSetCardPinViaSMSControlTry
PIN setthe card is usable