> ## Documentation Index > Fetch the complete documentation index at: https://docs.vortexiq.ai/llms.txt > Use this file to discover all available pages before exploring further. # Card vs Customer Country Mismatches, Viva Payments > Card vs Customer Country Mismatches for Viva Payments stores. Tracked live in Vortex IQ Nerve Centre. How to read it, why it matters, and how to act on it. **Metrics type:** [Supporting Metrics](/nerve-centre/overview#metrics-types-explained) • **Category:** [Payment Gateway](/nerve-centre/connectors#connectors-by-type) ## At a glance > Successful Viva Payments transactions where the **card-issuer country differs from the customer billing country**. Strong fraud signal individually, but legitimate at low rates (travelling customers, expats, gift purchases). The shape of the mismatch profile (which country pairs) is more interesting than the absolute count. | | | | ---------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **What it counts** | `COUNT(transactions WHERE StatusId = F AND BillingDetails.Country != CardCountry)`. BIN-derived card country (`CardCountry`) compared against customer-supplied billing country. | | **API endpoint** | [`/api/transactions`](https://developer.vivawallet.com/apis-for-payments/payment-api/) joining `BillingDetails.Country` and `CardCountry`. | | **Currency** | Currency-neutral (count + percentage view). | | **Refunds / disputes** | Excluded (only successful captures). | | **Failed payments** | Excluded. | | **Why it matters** | Mismatch transactions historically have 3, 5× higher chargeback rate than matched. A spike often precedes a fraud wave. The card pairs with [`viv_chargeback_rate`](/nerve-centre/kpi-cards/viva-payments/chargeback-rate) for downstream impact. | | **Channels** | Online card-not-present only. POS card-present always matches (terminal location = card location for in-store). | | **3DS treatment** | Mismatch transactions are far more likely to hit 3DS challenge under PSD2; the issuer's own risk engine catches them. | | **Time window** | `7D vsP`. | | **Alert trigger** | `>5%` of total transactions, OR `+50%` relative spike vs prior week. | | **Roles** | owner, operations | ## Calculation Calculated automatically from your Viva Payments data. See the At a glance summary above for what the metric tracks and the worked example below for a typical reading. ## Worked example A Greek-headquartered consumer-goods brand on Smart Checkout. 7-day window 26 Apr 26 to 02 May 26. | Pattern | Count | Common cause | Risk class | | ---------------------- | --------- | -------------------------------------------------- | ------------------ | | GR billing, GR card | 3,210 | Domestic | Low | | DE billing, DE card | 480 | Domestic | Low | | GR billing, GB card | 92 | Greek expat / UK-issued card holder in Greece | Medium | | GR billing, US card | 84 | American customer holidaying / buying gifts to GR | Medium | | DE billing, RO card | 38 | Romanian working in Germany, RO card | Low (legitimate) | | FR billing, NG card | 12 | French address but Nigerian-issued card | High (often fraud) | | GB billing, RU card | 6 | UK address but Russian card, sanctions-flagged BIN | High | | **Total mismatches** | **232** | | | | **Total transactions** | **4,610** | | | | **Mismatch rate** | **5.0%** | | At alert threshold | What the merchant should notice: 1. **5% mismatch rate is the alert threshold.** Below 3% is normal (legitimate travelers, expats). Above 5% suggests fraud testing or a campaign mismatch (your shipping policy is letting through high-risk geographies). 2. **The country *pair* matters more than the count.** GR-billing + GB-card is benign; FR-billing + NG-card is high-risk. Open the table view to see which pairs are accumulating. 3. **Sanctions-flagged BINs (RU, IR, KP, SY, BY) should be near-zero.** If they're appearing, your SCA / risk filter is letting them through. Review Viva's Risk dashboard configuration. 4. **3DS challenge is likely on mismatches.** Most of these will have hit a 3DS challenge from the issuer; the customer completed it (which is why they're in this card, only successful transactions). Issuer-completed 3DS provides liability shift, you're protected from chargeback for fraud claims, but not for "item not received" claims. 5. **POS captures don't appear here.** Card-present at terminal = same country by definition (the card is physically at the terminal location). ## Sibling cards merchants should reference together | Card | Why pair it with Card vs Customer Country Mismatch | | ---------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------- | | [`viv_chargeback_rate`](/nerve-centre/kpi-cards/viva-payments/chargeback-rate) | Mismatched transactions chargeback at 3, 5× the rate of matched. | | [`viv_dispute_rate`](/nerve-centre/kpi-cards/viva-payments/dispute-rate) | Same, in-flight disputes. | | [`viv_threedsecure_abandon_rate`](/nerve-centre/kpi-cards/viva-payments/3ds-abandonment-rate) | Mismatched transactions get 3DS challenge more often; abandon rates higher. | | [`viva_decline_rate`](/nerve-centre/kpi-cards/viva-payments/decline-rate) | Mismatched transactions decline more often (issuer fraud filter). | | [`viva_revenue_by_country`](/nerve-centre/kpi-cards/viva-payments/revenue-by-country) | The country breakdown that this card cross-references. | | Stripe [`stripe_card_vs_billing_country_mismatch`](/nerve-centre/stripe/stripe_card_vs_billing_country_mismatch) | Cross-PSP same-archetype card. | ## Reconciling against the vendor's own dashboard **Where to look in the Viva Payments Dashboard:** [viva.com/business/account/login](https://www.viva.com/en/business/account/login). Closest comparable view: > **Viva Business → Risk → Cross-border / Mismatch report** (where Risk module enabled) Other relevant views: * **Risk overview**: composite fraud risk with mismatch as one factor. * **Disputes view**: downstream impact when mismatches resolve to chargebacks. **Why our number may legitimately differ from the Viva Dashboard:** | Reason | Direction | Why | | ------------------------------- | ----------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | **Country resolution fallback** | Either | We resolve customer country from `BillingDetails.Country` first, then card-issuer; the Risk view sometimes uses a third source (IP geolocation). | | **Time zone** | Boundary days off | Athens vs UTC. | | **Definition of "match"** | Either | We compare ISO 2-letter codes exactly. Some Viva views accept regional groupings (e.g. UK = GB but historically GB-N for Northern Ireland is sometimes a separate flag). | **Cross-connector reconciliation:** | Comparison | Expected relationship | When divergence is legitimate | | ------------------------------------------------ | --------------------- | ---------------------------------------------------------------------------------------------------------------------------------- | | `viva_card_country_mismatch` ↔ Stripe equivalent | Often differ | Different merchant on different rails sees different fraud-shape. Stripe may carry your premium / Amex; Viva your domestic + IRIS. | ***
Documentation cross-reference (same archetype on other PSPs) * [`stripe.stripe_card_vs_billing_country_mismatch`](/nerve-centre/stripe/stripe_card_vs_billing_country_mismatch)
## Known limitations / merchant FAQs **Should I block all mismatched transactions?** No. Mismatched transactions are typically 2, 5% of healthy traffic and most are legitimate (travelers, expats, gift purchases). Blocking them blanket would lose 2, 5% revenue. Use Viva's Risk engine to score each mismatch by additional signals (BIN, AVS match, 3DS outcome, velocity), and block only the high-risk subset. **A spike to 8% mismatch overnight, what's happening?** Almost always one of: (1) carding attack (someone testing stolen card numbers, often very small amounts), (2) a marketing campaign sent to international audiences (legit, just shifted the mix), (3) a fraud ring targeting your category. Open Viva Risk view immediately; consider tightening cross-border rules. **3DS-completed mismatched transactions, are they safe?** Issuer-completed 3DS provides liability shift for fraud-claim chargebacks (the issuer can't bill it back as fraud). It does NOT protect against "item not received" or "service not as described" claims. So safer than non-3DS mismatch but not invincible. **Why does POS not appear here?** Card-present at terminal means card and customer are in the same physical location by definition. Mismatch is a card-not-present (online) concept. **Sanctions BINs in my mismatch list, what do I do?** Disable the BIN range in your Viva Risk configuration immediately. Ongoing transactions on sanctions-flagged BINs can expose you to OFAC / EU sanctions enforcement, regardless of fraud loss. **My checkout asks for billing country, why is it missing on some?** Guest checkout flows, certain wallet flows (Apple Pay), and some recurring rebills can have minimal address data. The card falls back to BIN-derived country; transactions where billing is missing show up under "Unknown" billing. **JP Morgan ownership impact?** None. The Risk engine and mismatch detection continue under existing Viva controls. *** ### Tracked live in Vortex IQ Nerve Centre *Card vs Customer Country Mismatches* is one of hundreds of KPI pulses Vortex IQ tracks across Viva Payments and 70+ other ecommerce connectors. Nerve Centre runs the detection layer; Vortex Mind investigates the cause when something moves; Ask Viq lets you interrogate any number in plain English. [Start for free](https://app.vortexiq.ai/login) or [book a demo](https://www.vortexiq.ai/contact-us) to see this metric running on your own data.