Subject: Fwd: [REMINDER] - Customer reports their card was fraudulently used
From: Ashwinee Latchayya <[email-masked]>
To: Jenny Ortega <[email-masked]>
Date: Wed, 16 May 2018 16:18:47 +0530 (IST)

From: "Ashwinee Latchayya" <[email-masked]> 
To: "Daniel Lupini Ndala" <[email-masked]> 
Sent: Saturday, 5 May, 2018 16:34:26 
Subject: Fwd: [REMINDER] - Customer reports their card was fraudulently used 

From: "Robert" <[email-masked]> 
To: "Viagogo Group" <[email-masked]> 
Sent: Friday, 12 January, 2018 13:48:56 
Subject: [REMINDER] - Customer reports their card was fraudulently used 

	

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. 

[ http://wiki.viagogo.corp/display/CSK/Fraud | http://wiki.viagogo.corp/display/CSK/Fraud ]