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High risk orders refer to an order(s) that you have received which might be fraudulent.

Why is it important? High risk fraudulent orders may result in chargebacks due to fraud and as a result, can cause you to lose both money and product(s).

A fraudulent order usually occurs when someone uses another person's credit card or other payment method to make a purchase without the e-Wallet or cardholder's permission.

What are the risks associated with fraudulent orders?

There are many risks associated with a fraudulent order such as (but not limited to):

1. If you fulfill a high risk order, there is a chance that it can lead to a chargeback. Chargebacks happen when the credit card holder disputes the credit card charge. The bank that issued your customer's credit card can take the purchase amount from you and refund it back to the credit card holder. When the chargeback is requested for a fraud related reason, this is called a chargeback due to fraud or a fraudulent chargeback. The decision to reverse funds is made by the bank that issued the credit card and not by Prosperna, and Prosperna is not able to cover reversals from banks that are issued.

2. Too many chargebacks on your store can cause Prosperna to disable your payment processing and remove Prosperna payments from your store altogether.

3. Chargebacks due to fraud can cause you to lose both money and product.

4. Your brand reputation may be jeopardized.
5. Data loss or other hacking attempts.

In the cases of fraud, who is responsible?

Ultimately, it's up to you to decide if you're comfortable fulfilling an order, therefore you are responsible for any chargebacks, products shipped and/or any other damages. Prosperna is not responsible for any damages related to fraud in your account.

How to identify a potentially fraudulent order(s)?

There are many ways for you to identify a potentially fraudulent order(s) such as (but not limited to):

1. Is your customer's IP address located in a different general area than where they claim to be on their shipping address? Is your customer's IP address from a web hosting company or using a proxy service IP address?

2. Does the customer's phone number look fake, inaccurate or weird?

3. Is the shipping address different than the billing address? Is the distance between the shipping and billing address too significant (example: are they in different countries and continents)?
   
   
4. Are there multiple orders with the same shipping address, but with different billing addresses and different customer names?
   

If the answer is "yes" to any of those questions, it is most likely a high risk order due to potential fraudulent activity.

What actions should you take if you suspect a fraudulent transaction(s)?

IMPORTANT: It's important to remember that if you do decide to fulfill a high risk or any type of order, Prosperna does not return money that is lost due to fraudulent charges or incorrectly shipped products and services.

If you suspect a potentially high risk fraudulent order, you can:

1. Call the number on the order BEFORE you ship the order. Calling your customer is a good way to check if an order is fraudulent. 

   Fraudulent customers often use invalid phone numbers.
   
   If your customer answers the phone, then ask them some simple questions about their order and see how they answer.
   
   See if they know the addresses, phone number, email, and name used on the order.
   
   Notice if they're struggling to give you simple pieces of information.
   
   If so, this could be an indicator that it's a fraudulent order.
   
   You can also use a service like 411.com to look up the phone number and check that it's located in the same area code as the billing address.

2. Decline (aka cancel) the order and not ship the product(s). It's up to you to decide whether or not you want to notify the customer.
   
   
3. Change and strengthen your password associated to your P1 Admin login.
   
   
4. Report any potentially high risk fraudulent orders as soon as possible to: [email protected]