Purpose: How to review an order that has been flagged as high risk of fraud in the Clutch Portal

Distribution:

• CSOPS
• Escalations Team

Requirements: 

https://portal.clutch.com/home/index

U/N: XXXXXXXX

P/W: XXXXXXX

Time Per Action: 2 minutes

Log in to the Clutch Portal

Locate the Customer Service link at the top of the page

Select the third option down that says Fraud Review and review the list of orders if any for risk of fraud.

To review the order and make sure it is not fraud:

1. Go to Fraud analysis and select view full analysis

2. Review how many risk indicators there are

If there are more than 2 red indicators it may be safe to cancel the order. The customer can always resubmit if the order was legitimate but also use the indicators below to decide whether to cancel or not.

The order may be fraudulent if:

•    There are multiple failed payment attempts with the same card or more than one card was used. 

•    There are more than two credit cards on file for previous orders if there is an order history. 

•    There are multiple names and different billing and shipping states if there is an order history.

•    The email address is invalid or does not seem legitimate

•    Search the first line of the customer’s shipping address under Customers to see if there are any additional Fraudulent orders on file

•    Search the phone number provided under Customers to see if there are any additional accounts on file and review those if necessary.

If you suspect the transaction is fraudulent after reviewing all the indicators: 

•    Cancel the order in the Clutch Portal

•    Cancel the order on Shopify

•    Note order “Canceled order due to XXXXXX” 

•    Add a note to the account and mark the account as potential Fraud with the date. 

*** Medium & High risk orders will also be in Radial Connector portal so you will also need to action there as well. 

• https://connector.eur.gsipartners.com/risk-assessment