Subject: FW: [REMINDER] - How to reply to a customer reporting they are a victim of fraud
From: Brian Sexton <[email-masked]>
To: "[email-masked]" <[email-masked]>
Cc: David Lee <[email-masked]>, Viraat <[email-masked]>
Date: Thu, 21 Jun 2018 13:29:43 +0000

REMINDER

DATE

21.06.2018

TOPIC

How to reply to a customer reporting they are a victim of fraud

DETAILS

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

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.

  *   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:

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

The Fraud team will 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;
     *   You must 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;
     *   You must contact the customer to explain that the order was not fraudulent and therefore cannot be cancelled according to our Terms and Conditions.