Back to all Playbooks
Financial Services
Lost or stolen card replacement
Help customers quickly report and replace a lost, stolen, or compromised card.
Available in:
Messaging
Email
Voice
Why should you use this Playbook?
Losing a card is high-stress for customers and high-risk for your business. This Playbook delivers fast, secure, and empathetic support that builds trust and prevents fraud.
When should you use this Playbook?
When a customer reports their card as lost, stolen, damaged, or compromised and requests a replacement card.
What does this Playbook do?
- Authenticates the customer securely
- Blocks the lost/stolen card immediately
- Initiates replacement card issuance
- Checks for fraudulent transactions
- Confirms delivery address and estimated arrival date
- Provides interim digital card or account access
- Escalates to human agent if account activity looks suspicious
- Leverages Linked Playbooks to streamline workflow reuse and reduce upkeep