Fraud Management- Best PracticesUpdated a year ago

When examining a possible fraudulent order, it's important to be extremely thorough. Here's a comprehensive checklist to help you identify potential signs of fraud: 

1. Order Information: 

• Verify the consistency of the billing addresses. 
• Example: 

1. An order is placed with a billing address in New York, but the IP address indicates the user is accessing the website from Nigeria. 
2. The billing address provided is a residential address, but the shipping address is a freight forwarding company known for re-shipping goods overseas. 

• Check if the order details match the usual purchasing behavior of the customer 
• Example: 

1. Multiple purchases for the same item in rapid succession, such as multiple Theragun Elite. 

• Look for any discrepancies in the order information such as unusually large quantities or high-value items. 
• Example: 

1. An order is placed for 20 Theragun Mini, which is significantly larger than a typical order quantity,  

1. Shipping Information: 

• Verify the shipping address for legitimacy. 
• Look for rush orders or requests for expedited shipping. 
• Example: 

1. Multiple orders from the same customer within a short period, all with requests for expedited shipping. 

• Check if the shipping address matches previously identified addresses 
• Example: 

1. An order placed with a shipping address that matches an address associated with a previously flagged fraudulent transaction. 
2. Multiple orders with different billing information but the same shipping address, especially if those orders are for high-value items. Payment Details: 

• Check if the payment details match the customer's information. 
• Example: 

1. Multiple orders placed with different payment details but the same shipping address, indicating potential misuse of stolen credit card information. 

1. Customer Info: 
2. Search customer name or variations of the name in Production Tool 

• Example: 

1. Customer places 12 different orders using different email addresses 
2. Order History: 

• Review the customer's order history for any past fraudulent activity. 
• Example: 

1. An order placed from an account that has a history of frequent returns or cancellations. 
2. Multiple failed payment attempts from the same account within a short period, which could indicate someone attempting to use stolen credit card information. 
3. Orders from accounts with a history of using stolen or fraudulent payment methods. 

1. Email Domain: Feel free to do a web search of the email domain. There may be some instances where professionals use personalized email addresses 

• Example: 

1. [email protected] and [email protected] are just two examples of professionals using their own email domains. While there are instances where professionals may use their own email domains, it's crucial to exercise caution and verify the legitimacy of the information provided. Conducting a simple Google search can often provide additional insights to confirm the authenticity of the email domain and associated details. 

1. ID.me/Discount Verification:  
2. ID.me is an online identity verification service that allows individuals to prove their identity by using methods such as document verification, biometric authentication, and knowledge-based authentication questions, to establish and confirm the user's identity. 
3. Manual Discount distribution (Military, First Responder, Teacher, and Student) requires document verification before codes are issued. While these orders may have been verified, always be sure to double check customer communication for verification documentation.  
   *Note: If the order shows that one of these code types have been applied but there is no customer communication, we can assume the customer was verified via ID.me (US AND CA ONLY) 

Example of Fraud Orders: 
Same email address, but 2 different customers are listed 
  
  

 
 These orders show a couple of things. 
1. Same customer name with different email addresses 
2. Multiple (identical) Orders placed within a short period of time 

Fraud Check- Email Response 

Order Cancellation (Suspected but Unconfirmed Fraud): 

Thank you for your recent order. According to our records, your order was flagged for possible fraud detection. We understand the importance of securing our customers' transactions and have taken these measures to ensure your information is protected, providing you with a safe shopping experience. 

Unfortunately, after thorough review, we regret to inform you that we are unable to proceed with processing your order at this time. We apologize for any inconvenience this may cause. 

Rest assured, any payment or authorization holds placed on your account will be released promptly. 

We appreciate your understanding and cooperation in this matter. If you have any further questions or concerns, please don't hesitate to contact us for assistance. 

Order Cancellation (Confirmed Fraud): 

We hope this message finds you well. We regret to inform you that we are unable to process your recent order as it has been flagged for possible fraud detection. At Therabody, your security and privacy are of utmost importance to us. As a result, we have cancelled your order to maintain a safe and secure shopping experience for all our customers. 

We apologize for any inconvenience this may cause and appreciate your understanding in this matter. If you have any questions or need further assistance, please provide your phone number, and a manager will contact you to discuss your order. 

Order Released w/ Upgraded Shipping: 

Thank you for your recent order. According to our records, your order was flagged for possible fraud detection. We understand the importance of securing our customers' transactions and have taken these measures to ensure your information is protected, providing you with a safe shopping experience. 

We're delighted to inform you that your order has since passed our fraud prevention verification and has been released for processing. Additionally, in an effort to get your order to you as quickly as possible, we've upgraded your shipping from standard to two-day delivery at no extra cost. 

Rest assured, once your order is shipped, you will promptly receive an email confirmation containing tracking details to monitor its journey to your doorstep. 

We appreciate your understanding and patience throughout this process. If you have any further questions or concerns, please don't hesitate to contact us for assistance.