Subject: Re: [REMINDER] - Customer reports their card was fraudulently used
From: Ashwinee Latchayya <[email-masked]>
To: Seeta Seeta <[email-masked]>
Date: Sat, 15 Dec 2018 23:26:22 -0700 (MST)

From: "Kritika Mirchandani" <[email-masked]> 
To: "Viagogo Group" <[email-masked]> 
Sent: Friday, 12 January, 2018 11:09:18 
Subject: [REMINDER] - Customer reports their card was fraudulently used 

Hi guys, 

Please see this important information regarding when a customer claims their card was used fraudulently. 

This is very important and relevant to all agents and you will see cases like this from time to time. 

	

REMINDER 

DATE 	

11.01.2018 

TOPIC 	

Customer reports their card was fraudulently used 

DETAILS 	

When a buyer contacts us to report that there card was fraudulently used to make a purchase, we should never reply with our “no cancellation policy” answer . These issues have to be investigated first to understand if the customer was victim of a fraud or not. 

How to reply to someone reporting they were victim of a fraud? 

· Reply to the customer to explain that the issue is being investigated using blurb 01 - We are investigating; 

· Escalate the case to the Fraud Team using the “Escalated to fraud team” queue; 

· Explain the case in your escalation notes: 

Note : if the customer does not know the transaction ID, the escalation must contain the information below in order to retrieve the order: 

· Amount taken 

· Date of charge 

· Last 4 digits of the card 

What are the next steps? 

The Fraud team will then investigate the case to understand if the transaction was fraudulent or not: 

· If the order is fraudulent : 

· The Fraud team will take care of refunding the orders as needed and will return the case to the CF team with a note explaining the actions taken; 

· Contact the customer and explain the outcome of the investigation as per the Fraud team’s work item. 

· If the order is not fraudulent : 

· The Fraud team will return the case to the CF team with a note explaining the result of their investigation; 

· Contact the customer to explain that the order was not fraudulent and therefore cannot be cancelled according to our Terms and Conditions.