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In case you suspects any fraud/suspicious behavior, we will send SF case to Refund & Validation team mentioning in the description the fraud behavior you've noticed
If the customer requested to cancel his Online paid order (Credit Card / Debit Card) and get his refund (Any Refund Method ), we MUST check if there is one of the below:
Customer reached the limit of cancellation which is 3 orders per day with cancellation reasons Fake Order.
Incomplete Cases, if the customer has more than 5 Incomplete cases on the same day.
If the order amount is higher from the below limits and the customer requested to cancel with the reasons (Fake Order)
We should cancel the order (following the cancellation process), then send the case to "Refund & Validation Team" with the subject "Potential Fraud Case".
Note: if the customer requested to be refunded through the bank, we will mention it in the case description, otherwise, the customer will be refunded by TC.
Checklist for Customer History
If one of the below criteria is applied, we will not take any action
1- Using fake emails like: xxx@EmailNax, ej.pkachu1@gnail.com, pikachu2@gnail.com, pikachu3@gnail.com or under fake domains like: gnail, gamil, hotmil, gmeil, yahu.
2- Account is of recent creation (less than 1 week) and has more than 2 compensations for the same issue or .more than 3 order canceled.
Note: Search on BOA by using the customer mobile number to see if he has old account or not and compensated for the same issue or not.
Check if the customer has linked accounts visible on BOA by checking the Last Orders tab on BOA to see if the customer has different emails linked to the same phone
3- The customer has a history of many cancelled orders
You can check them from BOA >> Last Orders >> Cancelled by Talabat.
Criteria :
If the cancelled orders are more than the successful orders.
4- The customer has a history of many Partially Refunded Orders.
You can check them from 1VU >> History of Events >> Customer Account and filter with Partial Refund from Events
Criteria :
Customer has more than 3 partially refunded orders within the last 24 Hrs up to 1 Week.
Customer has more than 5 partially refunded orders within the last 30 days.
5- Compensation History: has more than 3 compensation for the same issue same week (7 days ago)
You can check them from 1VU >> History of Events >> Customer Account and filter with Compensation from Events
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