Fraud Calls/Manual Service Form

Fraud Calls - Article KA-01810 Some customer calls may involve unrecognized charges or potential fraud. Use this guidance to determine when a transfer is needed and how to handle the call.

*Verify customer information and review recent orders before transferring. *Attempt to resolve the issue first whenever possible. *Transfer only when necessary (suspected fraud, unrecognized charges, or cases flagged for Purchase Verification).

Manual Service Form - Article KA-03399, Article KA-03408 During an ATLAS maintenance, you will be required to use the Manual Service Form because you will be unable to process any CSIs.

Using the Manual Service Form allows you to capture important customer information to be able to process the CSIs after the maintenance has been completed.​

In addition, in case of an ATLAS outage you may also need to fill out this form.​