How should I handle orders suspected of fraud?

Credit card and order information is verified to decrease the chance order fraud through Stripe.  Any orders that do not pass Stripe's verification are unable to be created.

If you receive an order that you believe to be fraudulent or contains an incorrect address and do not feel comfortable shipping out the order as is, please contact our Support team through the Virtual Assistant with the order number and advise the reasons for concern.

IMPORTANT FOR MERCHANT PARTNERS IN BRAZIL:

Stripe Radar and 3D Security are mandatory for all merchants that wish to be reimbursed for Fraud Orders.

Before submitting a Fraud Analysis, follow these steps...

1. Review order details in the Merchant Dashboard:

   • Order total

   • Products included

   • Customer name

   • Shipping Address

2. Evaluate Risk in Stripe Radar (via stripe.com)

   • Green tier (0 - 5) - good to go

   • Yellow tier (6 - 65) - requires a bit more caution. Check all the info in the following steps

   • Orange tier (66 - 75) - hold the order and contact CX

   • Red tier (76 - 100) - Order blocked

3. Additional Checks on Stripe

   • Payment method address. Confirm that the billing address matches the shipping address provided in the Merchant Dashboard.

   • IP Location. Ensure the IP address aligns with the delivery location. Flag any major discrepancies, particularly if the IP and shipping addresses are in different states or countries.

4. Merchant Preliminary Assessment:
   Above guideline should give you a good assumption of the risk assessment of a Fraudulent Purchase.

   • If Not Fraudulent: Proceed with order fulfillment as usual.

   • If Likely Fraudulent: The merchant should submit a support ticket via the Virtual Assistant in the Merchant Dashboard, including full details of the suspected fraudulent order for internal investigation.

5. Confirmed Fraud:
   Once reviewed by our Customer Service team, the merchant will be informed that the order and shipment will be cancelled. A refund will be processed upon completion of the dispute process.

Stripe Dispute Process & Reimbursement

In cases where a suspected fraudulent order is reviewed by Customer Service but is not flagged as fraud (i.e., cleared for fulfillment), the merchant must initiate a Dispute via Stripe in order to be reimbursed if the order was shipped. This is essential to recover the order value from Vivino.

• Once the Dispute process is completed and approved by Stripe, the full amount will be credited back to the merchant’s invoice.

• It is mandatory to complete the Dispute process in Stripe to be eligible for reimbursement.
  
  

Important Context (Especially Relevant for Brazil):

• Fraudulent users may sometimes dispute the charge themselves—even before the order is shipped—if they notice delays in processing or dispatch.

• If the order was still marked as "approved" or "confirmed" when the merchant requested analysis, and the merchant ships it before a fraud determination is made, the customer may receive a refund directly, leaving the merchant without compensation.

• Therefore, if there is any suspicion of fraud, merchants are strongly advised to wait for Customer Service guidance before shipping, and initiate the Stripe Dispute process if the order was cleared but later proves to be fraudulent.
  
  

Note:
Not all disputes are tied to fraud. Genuine customers might also raise disputes if they experience delivery issues or delays. It’s important for merchants to ensure timely and transparent communication with both Customer Service and customers to minimize such risks.

Learn how to handle a Stripe Dispute Process here.