PURPOSE:

Orders captured as potential risk that need to be reviewed for cancelation or release


DEFINITION:

  • A list of indicators used by Shopify to determine low, medium, and high-risk orders. Indicators will be highlighted in different colors but commonly made in two
  • Does not apply to order
  • Applies to order at risk
  • Low Risk – Orders commonly will have one indicator
  • Medium Risk – Orders will commonly have two indicators
  • High Risk – Orders will commonly have two or more indicators
  • Client Store - This identifies the site/brand you are reviewing.

COLORS: 

  • Green- indicators show information about the order that is usually seen on legitimate orders.

  • Red -indicators show information about the order that is usually seen on fraudulent orders.

  • Grey -indicators give you additional information about the order that could be useful.

SERVICE LEVEL AGREEMENT

  • Every order caught in the Fraud queue is to be completed immediately.

  

DISTRIBUTION:

  • Escalations
  • Operations

PROCEDURE:


Each of the following Sites ( US, UK, EU and JCOS) are caught within Radial’s Fraud Portal. We must review and action these order diligently


  1. Open three tabs on your browser.
  2. Login to Radial Connector- https://cloud-connector.eur.gsipartners.com/
  3. Select Risk assessment.

  1. Select one of the client selection from the drop down. 
  2. Search last 30 day and Submit.
  3. Results will come up.
  4. Select the black arrow next to the order number to review first order.
  1. A new tab will open on Shopify with the order that needs to be reviewed.
  2. On Shopify, under Customer, review previous notes or order history. 
    • If the client has had any previous Chargebacks, PayPal disputes, cancel the order on Shopify. Select Fraudulent order as a cancel reason and DO NOT send the customer an email, uncheck both restock and email customer boxes. 
  3. Scroll to the bottom of the order and review the full Fraud analysis in the order on Shopify.
    • Check the customer’s order history.
      • If the total amount is high, check for the following indicators which may have marked the order as Fraud:
        1. Multiple failed payment attempts with the same card or more than one card.
        2. Has more than two credit cards on file for previous orders.
        3. Cancel order on Shopify and Cancel on Radial.
        4. Notate the order on the reason for canceling. 
        5. Example: Cxl due to high risk indicators, Cxl due to chargeback history, Cxl due to multiple failed payment attempts, Cxl if Billing (address not available)  
    • If there are more than three indicators marked red, cancel the order.
      • Uncheck Restock items
      • Select Fraudulent order for Reason for canceling this order
      • DO NOT send a notification
      • Notate the order – “Canceled order due to (Reason for canceling the order)”
      • Cancel on Radial.
    • RELEASE- If Customer used Klarna or Afterpay as payment method.
    • If there are two indicators marked red and the order seems like it could be high risk due to an error on the customer's end. Email customer to have them verify the order/billing details.
      • Use Freshdesk to create a new email.
      • Include the client’s email and the subject line “Your Morphe.com Order” OR " Your Jaclyn Cosmetics Order"
      • On the right hand side, under Ticket Templates, select Fraud and select either Morphe or Jaclyn depending on the order you are currently reviewing.
      • Select the following ticket fields before sending out the email. (These should already be filled out for you) 
      • Once the email has been sent. Close the ticket without notification. Press down SHIFT + Select CLOSE. This will keep the customer from submitting a negative review but they can still reply to the email. 
      • Note the order on Shopify + add the ticket link in the notes.  “Emailed customer to verify (INSERT REQUESTED VERIFICATION) 
      • Allow 2-day grace period for the client to call in and verify their order details. If there is no contact from the customer, cancel the order, and note the ticket "Cxld due to no response from cs".
      • Call Care will be Verifying and Escalating all calls received for these High Risk orders. Please action accordingly.
      • If customer confirms order details, Reply with Canned response (MORPHE / JACLYN)- Fraud- Confirmed Order Details + (resolution) Provided Identification- Order Released. Close ticket without Notification. Add a note in SHOPIFY - Order has been released. 
  1. Go back to Radial and and Action the orders accordingly.
    • To RELEASE the order, check the empty box to your right. Select ACCEPT.
    • To HOLD the order, leave the order as is. These orders need no action until we receive follow up from the customer.
    • To CANCEL the order, check the box your right and select Cancel.
  2. Medium & High Risk Gift Card orders will also need to be actioned in Clutch.

- You can reference the [CLUTCH] Reviewing Orders Flagged for High Risk of Fraud - SOP 

       **** If you come across an order that is old (has already shipped or been canceled) you can Reject in Radial. Sometimes the system will pick up old orders. No action needs to be taken in Shopify.



AU/CA have the same process, but each have their own link- 


AU High Risk- https://bit.ly/3JWxHQ5

CA High Risk- https://bit.ly/3ZdpqvS


You will need access to SHOPIFY. Select the link(site) you will be working on.

  • Open any new orders you see have not been reviewed/actioned  (they will not have any notes)
  • Once you have opened the orders that need to be reviewed. Follow the same steps from above to review order. 
  1. On Shopify, under Customer, review previous notes or order history. 
  • If the client has had any previous Chargebacks, PayPal disputes, cancel the order on Shopify. Select Fraudulent order as a cancel reason and DO NOT send the customer an email, uncheck both restock and email customer boxes. 

            2. Scroll to the bottom of the order and review the full Fraud analysis in the order on Shopify.

  • Check the customer’s order history.
    • If the total amount is high, check for the following indicators which may have marked the order as Fraud:
      1. Multiple failed payment attempts with the same card or more than one card.
      2. Has more than two credit cards on file for previous orders.
      3. Cancel order on Shopify and Cancel on Radial.
      4. Notate the order on the reason for canceling. 
      5. Example: Cxl due to high risk indicators, Cxl due to chargeback history, Cxl due to multiple failed payment attempts.
  • If there are more than three indicators marked red, cancel the order.
    • Uncheck Restock items
    • Select Fraudulent order for Reason for canceling this order
    • DO NOT send a notification
    • Notate the order – “Canceled order due to (Reason for canceling the order)”
  • If there are two indicators marked red and the order seems like it could be high risk due to an error on the customer's end. Email customer to have them verify the order/billing details.
    • Use Freshdesk to create a new email.
    • Include the client’s email and the subject line “Your Morphe.com Order” 
    • On the right hand side, under Ticket Templates, select Fraud and select Morphe
    • Select the following ticket fields before sending out the email. (These ticket fields should already be filled out for you)
    •  
    • Once the email has been sent. Close the ticket without notification. Press down SHIFT + Select CLOSE. This will keep the customer from submitting a negative review but they can still reply to the email. 
    • Note the order on Shopify + add the ticket link in the notes.  “Emailed customer to verify (INSERT REQUESTED VERIFICATION) 
    • Allow 2-day grace period for the client to call in and verify their order details. If there is no contact from the customer, cancel the order, and note the ticket "Cxld due to no response from cs". If the customer does, reply you can then send over to warehouse team to release. 
    • Call Care will be Verifying and Escalating all calls received for these High Risk orders. Please action accordingly.


  • FINAL STEP: Open a new email from your personal inbox- with instructions to the warehouse on how to action these orders. Example: same format can be used for both AU and CA.

******* Only send orders that need to be canceled or released, DO NOT send over any orders on hold waiting for customer to be confirmed*******

AU High Risk Orders go to-

AU: qsau-1.outbound@quantiumsolutions.com

CC: CSOPS

Subject: AU High Risk Orders


CA High Risk Orders go to-

CA: Morphe.Operations@sci.ca

CC: COPS

Subject: CA High Risk Orders