Fraudulent Charges

If a cs calls in or emails in about fraud charges to their card, please make sure you are looking by the last 4 digits of their card to see if we were able to stop the order with Riskified. If you are not sure how to use filters in Shopify to locate this, please let me know.

If you are unable to locate this order, you do not have to email ER. Simply apologize for the experience and advise nothing has been found on our end. The next steps would be for them to contact their bank and proceed with the next steps with them.

If you do locate the fraud charge/order, please DO NOT give out any information regarding the order, simply follow the same steps advising this has been stopped by our fraud department and we recommend contacting your bank for further assistance. 

If you are able to locate the order and it was not flagged by risk, please follow the necessary steps in getting the order cancelled. 

1. 1. check Stord to cancel the order 

   2. if processed and shipped, offer to RTS the order

   3. still advise the cs to contact their bank for next steps necessary and that we will stop the order from arriving to destination.