SOP-014: Report Fraud

• SUMMARY
  • This document reviews the guidelines for handling customer contacts when they do not recognize a charge on their card.
• GUIDELINES
  • When the Customer contacts us because they see a charge on their Credit Card from iHerb, but they do not recognize the charge.
  • The Agent should gather the charge information to locate the order in BizDesk.
    • The Agent needs to ask for the Date, Amount of charge, type of card and the last 4 digits of the card number. If they used PayPal transaction ID # would be needed.
  • The Agent will give the customer the items on the order, and the City & State of the delivery address ONLY. NO OTHER information can be provided for security reasons.
    • This info is only to see if the customer realizes it is or is not their order, or ask if a family member placed the order.
  • Advise the customer to contact their Credit Card company to report the issue if the order is not theirs.
  • If the customer does not recognize the order then the order shall be considered potential fraud.
    • If the order is shipped via a trackable shipping method, check the tracking of the order.
      • If the order has not been delivered, recall the order.
        • Recalls can only be done with DHL/UPS/GSO/Lasership carriers.
      • Send an email to [e-mail] or [e-mail] to have them recall the package.
        • Be sure to provide all details.
      • Notify the Verify Team of potential fraud order and recall steps already taken.
        • Verify team will determine if the order is fraud and if the order should be refunded.
      • If fraud is detected Verify Team will deactivate the account.