Have you placed an order with us before?(This is useful to locate any past orders they may have placed)
Did you visit or place an order through our website? (Has the caller visited only our website or any other website?)
What are the last 4 digits of the credit card that was used to place the order? (this is to locate the order and to verify if the order was placed using the same caller’s name)
What are the charges made to your credit card? (We would need the amount and date to locate the exact charge(s)made.
Did you lend your credit card to a family member or friend? (Friendly Fraud is when a consumer purchases goods or a service with a credit card belonging to their friend or relative. In many cases, friendly fraud is perpetrated intentionally with the intent of later requesting a payment reversal.)
Have you contacted your bank in regards to those charges? (This is in order to find if the cx or caller has filed for a possible chargeback.)
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