PURPOSE:

A transaction that is not authorized by a customer is referred to as fraudulent. A fraudulent transaction can result in a chargeback, which can cause you to lose money. 

This SOP will walk through the steps to review an order flagged for potential risk and verify order details to help the escalation team determine is any order should be be released for fulfillment or canceled.  


DEFINITION OF RISK:

The following list details the level of indicators used by Shopify to determine low, medium, and high-risk orders. Indicators will be highlighted in different colors:

  • 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

FRAUD ANALYSIS 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.



PROCEDURE:

Screen calls to verify order details such as: 

  • billing/shipping address
  • payment method
  • email
  • name on the order 

Customers will be directed via email to call in and verify their orders details so they're order can either be Released or Canceled.

  

An example call script:

  1. Greeting:

    • “Thank you for calling Morphe. My name is______. How may I help you?”

  2. Acknowledgement statement: 

    • "There were some security concerns that were flagged by our system and we need to ensure this order was placed with your authorization"

    • “I’ll be happy to help authenticate your order, we just need to confirm a few details for security purposes - it will only take a few minutes"

  3. Please verify the following pieces of information:

    • First and last name on order

    • Email address

    • Billing address

    • Shipping address

    • Phone Number

    • Last 4 # of card used 

    • Optional: Name on card IF different from shipping address

  4. Once customer has provided this information- Thank them for their patience and inform them this information will be forwarded over to the Account/Billing department for immediate processing. 


Simultaneously, create a ticket on FreshDesk to inform the Escalations team about the call interaction. Use canned response:  MORPHE - High Risk Verification Phone Call



*** If customer is unable to verify ANY important detail****

-Do not indicate order will be cancelled on phone call - only collect information and report to Escalations team

-Do no advise we are unable to move forward - only that the information will be forwarded over to the Account/Billing department for immediate processing.

-Escalate all tickets immediately after call so we can cancel. 


If a customer calls back unhappy because order was cancelled, advise they they may resubmit, however we recommend using a more verified payment such as PayPal, Klarna or Afterpay to avoid future cancelations or delays. 


Additional resources all agents should review:

https://help.shopify.com/en/manual/payments/fraud-prevention

https://help.shopify.com/en/manual/orders/fraud-analysis