LL - Handling Stolen Credit Card or Fraudulent Use of card complaints

When a customer reports that their credit card has been stolen or used fraudulently - 

First, locate the order and take immediate steps to cancel the shipment if possible. Also, cancel any recurring orders that may have been set up. 

If the order has already shipped - verify if it arrived at the credit card owners address.

If the items arrived at the credit card owners address, try to get the customer to send the product back on their own  - as it's unlikely that someone stole their card and used it to send items to them. 

We often find that a member of the household with access to the payment information placed the order.  Ask them to please double check your records closely and if this is not the case please let us know.  

If the customer refuses to return on their own OR has threatened a chargeback or made legal threats then of course refund and issue a return label so they can send the items back at not cost to them.

As a first course of action send saved reply #1

Saved Reply #1  (saved in help scout as Order - Did not place order - fraudulent use of CC)

Hello {%customer.firstName,fallback=%}, 

Thank you for your email.  I’m sorry to hear about this and I'm happy to let you know how to return the package for a refund.

According to our records an order was placed using your information on [DATE] for [PRODUCT/QTY] and the charge is [Amount]. 

It was shipped to:
(ADDRESS)

We often find that a member of the household with access to the payment information placed the order, especially in cases where the items were sent to the home address of the card owner. 

Please double check your records closely and if this is not the case please let me know right away. 

In the meantime, here are our return instructions to return the unwanted items. Once you've returned the package, we'll issue an expedited refund. 

[RETURN INSTRUCTIONS HERE]

**NOTE: If the customer refuses to return on their own OR has threatened a chargeback or made legal threats then of course refund and issue a return label.  use Saved Reply #2

Saved Reply #2 (this is not saved in help scout) 

Hi Customer, 

Thanks for getting back to me about this. I'm so sorry for the confusion with your card. We're happy to help you get this resolved.

Please rest assured I've issued you refund to your card for the full amount and will submit your case to our billing department for a return label. Please look for a reply from them within 1-3 business days. 

In the event you feel your card was used fraudulently besides contacting your credit card company or bank to file a report it's highly recommend you contact your local police department with details as well.  

We are happy to provide as much information about the transaction as we can, however we will need your card type (Visa, Mastercard etc) and the last 4 digits of the card used. For security purposes, we recommend you never email your full credit card number and CVV.  

Once, we have your card information, we will submit it to our billing department for investigation as well.