Brewquets Suspicious / Fraudulent Orders

This page describes the process on how to go about Brewquets orders that are flagged as possible fraud on Shopify.

These are critical cases and must be handled with extra care.

Important Checkpoints (Red Flags):

• Name on the card vs customer name (purchaser); check email address as well

• Order history if any

  • Card billing address vs Location/IP Address where purchase was made

  • Amount and quantity of order

  • Number of attempts

  • Gift message

  • Recipient and delivery address

  • Authority to Leave

Notes:

• • The Fraud Score increases due to more mismatch of information

  • If in some way the order does not make sense, it's suspicious

  • Weighted factors are mismatches in billing address, IP address, purchase location, and order value

Steps:

1. Carefully read through the enquiry on Reamaze

2. Open the order on Shopify (BQ)

1. Check customer details and transaction details

• 1. View Full Fraud Analysis

1. Go through all details to analyse red flags

1. Check other factors i.e. Authority to Leave, Gift Message

1. Contact Customer To Verify Legitimacy
   
   The following email template can be used as a base:
   
   
   Hi Rebecca,

The order you have placed with our business Brewquets have been flagged as having a high likelihood of being fraudulent, order XXXXX.

So that we can process this order for you we require more information to verify the legitimacy of this transaction.

This order has been set on hold until we are able to obtain further information.

For us to dispatch the order, can you please provide a copy of your ID showing the address used for order XXXXX. This will assist us in verifying the transaction.

Unfortunately we won't be able to dispatch this order until we receive this information.

If you have any questions please feel free to reply to this email or if you would prefer a call to explain the situation please let me know the best time to reach you.

Kind Regards,

Geoff