Alex Dolgin |
(16:29) |
Could you tell me if going forward I have a way to verify matching address: registered to the credit card to shipping address? |
Patrik |
(16:30) |
Since this transaction is a VISA, the only information on the card is the name and the first and last 4 numbers from the card. |
Alex Dolgin |
(16:31) |
So how is your fraud protection supposed to work if you have no visibility on any details? |
Patrik |
(16:32) |
I can see that the country from the billing details does not match the card country, It was also triggered on the fraud filter. |
|
(16:32) |
The customer also wrote the card number too quickly. |
|
(16:33) |
The fraud filter said at the point of sale that this order is fraud suspect and needs further review. |
|
(16:33) |
After the review the order was approved by our Fraud Team. |
Alex Dolgin |
(16:33) |
So you have a good info, why is it was not flagged, and you told us to ship the product? |
|
(16:34) |
How do we avoid this again? |
Patrik |
(16:35) |
At the moment, the order is marked as fraud, this will be treated accordingly, once again, the information I have on my side is limited. |
|
(16:35) |
I can only ask our Fraud team to further assist you over email. |
Alex Dolgin |
(16:36) |
My question for you: do you share information with us that there is a suspect fraud? |
|
(16:36) |
before we ship out? |
|
(16:36) |
yes or no please |
Patrik |
(16:36) |
Alex, the flow is like this, an order is created, If the fraud filter thinks the order is fraud, then It marks It as suspect. |
|
(16:36) |
The order is not sent to finish status until someone approves It by hand. |
Alex Dolgin |
(16:37) |
What about us? |
Patrik |
(16:37) |
If the order is confirmed as fraud, you should be get notified about It. |
Alex Dolgin |
(16:38) |
Do you have a phone number for support? There is none on the website anymore |
Patrik |
(16:38) |
I apologize we do not offer phone support, only chat and emails. |
Alex Dolgin |
(16:39) |
So you are saying that your fraud department took a chance and approved the sale, but did not share the risk assessment with us, so we are out of $600? |
Patrik |
(16:41) |
Alex, for more information I can escalate your ticket to our fraud department. |
|
(16:41) |
This is all I can do from my end. |
Alex Dolgin |
(16:41) |
Please do ASAP |
Patrik |
(16:42) |
Surely, is there anything else I can help you with>? |
Alex Dolgin |
(16:43) |
no |
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