1) This document outlines the policy and procedures for handling chargeback repayments at Tiltproof Incorporated. It details how to communicate with players, restrict accounts, and verify fund deposits or seizures to repay chargebacks. 2) The procedures involve determining if chargebacks were intentional, trapping serials if so, communicating repayment options to players, restricting accounts during repayment, verifying funds, removing restrictions and traps once repaid, and documenting repayments. 3) Revisions to the document updated the procedures to include submitting retraction information to a third party system and updating an internal spreadsheet for documented repayments.

1. Tiltproof Incorporated
Document No.
Effective Date 01/04/2008
Chargeback Repayment Revision Date 5/01/2008
Approval GN – SM
1.0
Purpose: This document establishes how to handle emails regarding chargebacks.
2.0 1) Fraud Analysts (FAs)
Persons
Affected:
3.0 1) Printable version: tpfs1nwworkflow$HANDBOOK-FRAUDPrint
Forms, VersionsFraud HandbookChargeback Repayment.doc
Checklists,
Flowchart:
4.0 1) If a player has a debt with Full Tilt Poker (FTP) they must repay the full
Policy: amount owed before we will reopen their account.
2) A chargeback is incurred by FTP when a player disputes a debit for a
deposit appearing on their credit card statement and the card issuer
reverses the funds.
5.0 A) Handling Closed Account Inquiries – Player is Unaware of the Chargeback.
Procedure: 1) Determine the fraud risk of the account by reviewing the following in
WAT:
a) Play history (look for evidence of chip dumping).
b) Previous use of other payment processors.
c) How long the player has been on the site.
2) If the chargeback appears to be unintentional based on the assessment of
the above factors, send the player frd.chargeback.
3) If the chargeback appears to be deliberate based on the assessment of
the above factors:
a) Determine the player’s serials as per 2.4.2.9.8 Login Details Tab
(Know101).
b) Trap the player’s account and serials as per 3.3.23 Trapped,
Paused or Closed Accounts.

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c) Notate the account with: “TRP: Player is trapped
because they initiated a Credit Card chargeback.
Trapped serials: [List serials here]. Player is
banned from FTP, unless Fraud management reverses the
decision.”
d) Send the player frd.cb.guilt.
B) Handling Responses to frd.chargeback.
1) If the player does not want to repay the chargeback, inform them their
account will remain closed until they repay their debt.
2) If the player wants to repay their debt, review their transaction history as
per 2.4.2.9.3 Transaction History Tab (Know101) to verify if any funds
have been seized from their account for the chargeback.
a) If we seized an amount less than the amount of the debt, proceed
to C) Handling Requests to Deposit Funds Owed.
 We seized $50 from their account, but their debt is $200.
b) If we seized an amount greater than the amount of the debt,
request a deposit as per 5.17 Requesting a Seizure or Deposit.
 We seized $200 from their account, but their debt is $50.
c) If no funds have been seized from the account, compare the
account balance to the amount of the debt.
i) If the account balance is less than the amount of the debt,
proceed to C) Handling Requests to Deposit Funds Owed.
 Their account balance is $50, but their debt is $200.
ii) If the account balance is more than the amount of the debt,
request a seizure as per 5.17 Requesting a Seizure or
Deposit.
 Their account balance is $200, but their debt is $50.
C) Handling Requests to Deposit Funds Owed
1) Under the “Security and Limits” tab in WAT, click on the following
rights to disable them:
 “No Chat”
 “No Mix”
 “No Ring Games”
 “No Tourn”
2) Ensure that the following rights remain enabled:
 No Txfr
 No Dep
3) Notate the note box with your initials.
4) Select “Save”.
5) Under the “Accounts and Limits” tab in WAT, locate the “Player to
Player” account listed under “Account Type”.
a) Select the “Edit” button corresponding to this account.

3. Tiltproof Incorporated
b) Reduce the “Withdrawal Amounts (d/w/m)” limit to $0/$0/$0.
c) Notate the note box with your initials.
d) Select “Submit”.
6) Notate the account with: “UNPAUS: Unpaused and placed
restrictions on account. Player wants to repay debt of
$_____. Once player has deposited and emails in, pause
account and route email to the Credit Card Dispute queue
in Kana.”
7) Notate the “Alerts” section with: “DO NOT APPROVE ANY
OUTGOING P2P TRANSFERS. Alert Fraud team member should
this player attempt and outgoing P2P.”
8) Unpause the account in WAT as per 3.3.23 Trapped, Paused or Closed
Accounts.
9) Send the player frd.cb.repay.
10) When the player confirms that the funds are in their account:
a) If the funds are sufficient, request a seizure as per 5.17 Requesting
a Seizure or Deposit.
b) If the funds do not cover the amount owed, email the player to
inform them more funds must be deposited.
D) Seizure Confirmation Received
1) Send the player frd.cb.open.
2) Under the “Security and Limits” tab in WAT, click on the following
rights to enable them:
 “No Chat”
 “No Mix”
 “No Ring Games”
 “No Tourn”
3) Notate the note box with your initials.
4) Select “Save”.
5) Under the “Accounts and Limits” tab in WAT, locate the “Player to
Player” account listed under “Account Type”.
a) Select the “Edit” button corresponding to this account.
b) Increase the “Withdrawal Amounts (d/w/m)” limit to
$150/$300/$600.
c) Notate the note box with your initials.
d) Select “Submit”.
6) If the player’s account was trapped:
a) Untrap the account and serial(s) as per 3.3.23 Trapped, Paused or
Closed Accounts.

4. Tiltproof Incorporated
b) Notate the account with: “UNTRP: Player has repaid
chargeback and is currently in good standing.
Untrapped serials [List serials here].”
7) If the player’s account was paused:
a) Unpause as per 3.3.23 Trapped, Paused or Closed Accounts.
b) Notate the account with: “UNPAUS: Player has repaid
chargeback and is currently in good standing.”
8) Remove the note in the “Alerts” section.
9) If the amount was paid in full, enter the following in Chargeback-NSF
Repayment list.xls in [S:FTP_Fraud_DepartmentDAILY
DEPS+SEIZURES]:
a) Player ID
b) Amount of repayment
 Full amount
c) Date of repayment
d) Fraud Analyst
10) Log into <https://admin.iesnare.com/index.php>.
 Subscriber: FullTilt Poker.
11) Under Account Search, enter the Player IX.
12) Expand “Chains To Evidence”.
13) Select the evidence.
 Evidence will need to be retracted this way for all devices listed.

5. Tiltproof Incorporated
14) Select “Retract Evidence”.
15) Notate: “Chbk Repaid”
16) Select “Retract”.
 Wait to see the final confirmation screen.
17) Retract evidence for all devices blocked by Iovation/IE Snare.
18) Go to <http://cs.intbiz.dubtilt.local/iesnare.php>
a) Enter the appropriate information:
 “Player Key”: FTP Player index#
 “Evidence Type”: Choose 1-1 or 1-4, depending on the
evidence type entered for the original NSF/CB.
 If there is no evidence in IE Snare for this CB/NSF, choose
“1-4” for ACH Intabill NSFs, and “1-1” for all others. The
type of evidence originally entered for the CB/NSF can be
found by clicking on the link “IeSnare-View Player”.
 “Action Taken”: “Retracted”
 “Admin User”: First initial and last name of agent entering

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information.
 jslade or gnguyen
 “Comments”: Reason for the retraction.
 CC CB repaid”, “eChecks NSF repaid
b) Select “Submit”.
E) Deposit Confirmation Received
1) Send the player frd.cb.open.
2) If the player’s account was trapped:
a) Untrap the account and serial(s) as per 3.3.23 Trapped, Paused or
Closed Accounts.
b) Notate the account with: “UNTRP: Player has repaid
chargeback and is currently in good standing.
Untrapped serials [List serials here]”.
3) If the player’s account was paused:
a) Unpause as per 3.3.23 Trapped, Paused or Closed Accounts.
b) Notate the account with: “UNPAUS: Player has repaid
chargeback and is currently in good standing”.
6.0
Definitions:
7.0 May 1/08
Revision Proc – D) – info to submit to dubtilt iesnare added
Feb 26/08
History:
Proc – D) – update spreadsheet and retract evidence from devices
Jan 9/08
Proc – C) – notate the Alerts section
Proc – D) – remove the Alerts note