Description 

The Customer Protection Group (CPG) verifies that the name and address matched the credit card information to avoid fraud. They also assist with suspicious activity on credit cards, as well as loss prevention.  

Instructions 

When the status of an order is CPG PENDING POSTCARD, check for memos regarding the issue and transfer to CPG if necessary. 

Details  

• Transfer to CPG only if  

• The customer is claiming fraud  

• There is a hard decline restriction showing on the order 

• There is an unresolved bad debit-collections restriction on the order 

• The memo indicates transfer to CPG 

• Do not transfer to CPG for refunds of the following:  

• PayPal & Apple Pay orders: If a customer claims they do not see a refund. Leave a memo to CPG with the invoice and refund amount. Select the no callback option and an email will be sent by PayPal if the refund failed 

• Do not place a new order if CPG pending