After reading “How can I identify a fraudulent order?”, you’ve learned how to spot suspicious orders from a mile away. Now we’ll discuss how to manage these high-risk orders and keep the chargebacks at bay.
Know Your Customer (KYC)
Verify the customer's identity. Ask your customer to provide a video of their ID along with a selfie of them holding the ID. The cardholder's name should match the name on the customer’s ID. There may be cases where a customer may have used a relative’s or a friend’s credit card with permission.
Verify the customer’s mobile number. Confirm the order with your customer by calling or texting their provided mobile number. Remember to keep any proof of communication with your customers.
Verify the customer’s credit card. You may also ask your customer to send a video of their credit card showing the cardholder's name and the last four digits of the card number. The details should match the card information in the Payment section of the order details.
Refunding Fraudulent Orders
If the customer doesn’t pass your verification checks or if you believe there’s something fishy about an order, we strongly suggest not to fulfill the order and refund the payment immediately.
Refund the order from your dashboard.
Once the refund has been successfully processed, a receipt will be sent to the customer's provided email address.
The transaction fees incurred from payments are non-refundable.
Please report any incidents or suspicious activity as soon as possible so our Finance and Risk team can take appropriate action. The safety and security of our Cococart community matter to us.
Fulfilling Suspicious Orders
Even if an order is flagged as suspicious, you can still fulfill it if you believe it is safe to do so. To protect your business, we suggest that you follow these precautions.
Keep all proof of communication with the customer.
It is preferred that you document the fulfillment process from order placing to completion of delivery.
For pick-up arrangements, it is encouraged that you secure the following:
Before booking the courier, you can ask if the customer can provide any of the following:
☑️ Ask for the ID of the person who will receive the parcel.
☑️ Ask for a copy of the card used to place the order.
After booking the courier, coordinate with your delivery partner to☑️ Take a photo of the customer receiving the order upon pick-up.
☑️ Get the signature of the customer as proof of fulfillment.
🚩 Important Note:
Chargebacks can hit any business accepting card payments. Please keep in mind that it is the seller's responsibility to be vigilant and take action against fraud.