Subject: Blx Feedback- How to handle merchant fraud report
From: Subir Chakma <[email-masked]>
To: Khubrooh Siddiqui <[email-masked]>, Iftekhar Ahmed <[email-masked]>, Rizwan Asad <[email-masked]>, "Obaidullah B. Abu Baker" <[email-masked]>, "Md. Hasanuzzaman" <[email-masked]>, Sanjeev Khurma <[email-masked]>, Sumit Gogia <[email-masked]>, Amandeep Jangra <[email-masked]>, Alok Kumar <[email-masked]>, Sanjay Dutt <[email-masked]>, Vivian Guo <[email-masked]>, Ibrahim Usmani <[email-masked]>, "Kaeiara Blythe R. Delfino" <[email-masked]>, Gelna Genusolango G <[email-masked]>, Subir Chakma <[email-masked]>, Akhil
Cc: admin <[email-masked]>, Deeksha Dadu <[email-masked]>
Date: Fri, 15 Aug 2014 09:27:16 +0530 (IST)

Hello All, 

Our current procedure to handle merchant fraud report. It is listed in training manual that all of you have (I've put additional line highlighted in yellow ). 

In below chat Sumit did not collect Merchant name, Email/Phone, both very imp. 

Also, if they already shipped out items, we need Tracking number. 

We can arrange return of the item with just a Prepaid return label. This need to be explained to merchant. We do not charge admin for such fraud returns. 

Pls handle all future fraud report accordingly. Let me know if there is any confusion. 

Merchants reporting FRAUD: 

- Identify the called- name of the merchant 

- Collect Phone/Email to contact (added) 

- Request the suite number and recipient of the order 

- Identify the customer on cs.borderlinx.com 

- Blacklist the Suite number: note the name of the merchant, shipment id, date and CS agent’s name 

- Request from the merchant to email us all the information to [email-masked] along with a prepaid return label, so we can return the shipment (Info over chat is also OK) 

- Email the customer informing them the reason why the account has been blacklisted 

- Escalate ticket to L3 to check the account against any other fraudulent activity 

Regards 
Subir