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Fraud Monitoring & Order Handling
Fraud Monitoring & Order Handling
1. Monitoring for Fraud
Since we work with multiple affiliates, some sources may send poor-quality or fraudulent traffic.
Be alert for these common fraud indicators:
Disconnected or invalid phone numbers
Fake or suspicious names (e.g., random characters, duplicates)
Invalid or disposable email addresses
2. Immediate Actions
If an order appears suspicious:
Flag the order as suspected fraud
Cancel the order immediately
Issue a refund (if payment was processed)
Blacklist the affiliate/source to prevent repeat attempts
3. Escalation Protocol
Notify Kevn and Suhaib right away
They will block new orders from the flagged affiliate/source
Handling Unrecognized Charges / Potential Fraud Cases
Handling Unrecognized Charges / Potential Fraud Cases
Process Steps
1. Acknowledge & Review
When a customer calls about an unrecognized charge:
Politely acknowledge their concern.
Review the order details with the customer.
2. If Customer Still Denies the Charge
If the customer says “I don’t know” or “It wasn’t me”:
Escalate the case to the appropriate team.
In the escalation notes, mark the case as “Fraud.”
3. Take Preventive Actions
Request that the order be blacklisted to prevent further charges.
Instruct the customer to:
Return to sender if the package arrives, or
Decline the shipment upon delivery.
4. Process Refunds / Voids
Ensure the product is either voided or refunded as per policy.
If possible, check if shipment can be paused, but note that in most cases, it cannot.
5. TL Actions for Fraud Escalations
When a Team Lead receives this escalation type:
Block the customer in the system.
Update the WC – Airtable status:
Change Status from “Revised Low Risk”.
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