Order fraud review procedure
SOP template
| SOP no. | Version | Effective date | |||
|---|---|---|---|---|---|
| Owner | Approver | Review date |
Purpose
To stop fraudulent orders being shipped, without delaying genuine customers.
Scope
Every order your platform or payment provider flags as risky, and any order staff think is suspicious.
Responsibilities
| Role | Responsibility |
|---|---|
| Order team | Holds and reviews flagged orders and contacts customers. |
| Owner or manager | Decides on high-value orders and handles chargebacks. |
Procedure
Hold flagged orders
Don’t pack or ship an order while it is under review.
Look at the warning signs
Check for a billing and shipping mismatch, a freight forwarder, several cards tried, a rushed delivery or an unusually large order.
Verify the customer
Email or call the customer on the details given, and ask them to confirm the order.
Caution: Never ship to a new address given only after the order was placed without checking it.
Decide
Ship the order if it checks out. Cancel and refund it if the customer can’t be verified.
Respond to chargebacks
Send the payment provider the order details, tracking and any messages by the deadline.
Log it
Record each review and the outcome, so you can spot patterns.
Records
- The fraud review log.
- Evidence sent for each chargeback.
Related documents
- Order fulfilment checklist
Revision history
| Version | Date | What changed | Approved by |
|---|---|---|---|
