Hello jp134,
Thank you for reaching out and sharing your experience. I’m very sorry to hear about the loss you’ve experienced due to fraudulent activity, and I completely understand your frustration with the outcome. Protecting businesses like yours from fraud is a top priority, and we’re here to support you as best as we can.
If you could share more details about the transaction in question and the specific circumstances of the fraud, we’d be glad to investigate further. Here are a few additional steps we recommend to enhance security in transactions going forward:
- Fraud Prevention Tools: WooPayments and many other gateways offer settings to help minimize risk, such as enabling AVS and CVV checks, and requiring secure customer authentication.
- Order Review: Consider adding manual review for high-value orders or transactions from new customers. While it can add a small step to processing, this can sometimes help flag potentially suspicious activity.
- Payment Disputes: We understand it’s disappointing when financial institutions or payment processors don’t always provide clear guidance on disputes. Reviewing their policies on fraud resolution might reveal any additional security or resolution options.
We’d be glad to look into how we can support you further and discuss options to secure future transactions. Additionally, if you’re considering new systems or configurations, let us know so we can guide you with insights on available tools.
Lastly, if you have any questions about additional transaction security options, feel free to reach out.
Best regards,
Riyaz
Thread Starter
jp134
(@jp134)
Thanks for getting back to us. We sent all the fraud details to support and opened a dispute. They told us the bank had already taken our money, and nothing could be done. We provided the mail tracking number as proof that the fraudster received our $700 worth of goods and then withdrew the money through the payment system on the same day. The system allowed it without any checks, and the bank claimed it wasn’t their fault but the payment system’s. We’d really appreciate your help in resolving this issue. We’ve heard from colleagues that this same fraudster tried to order on other sites but got blocked there.
Hello @jp134
Note that it is the bank that decides the dispute outcome, and WooPayments won’t be able to reverse their decision. That said, I’m happy to take a look at the support interaction you had with us to see what happened here. Can you please share your site URL?
Thread Starter
jp134
(@jp134)
Hi there!
Thank you! I found the site, as well as the interaction you had with us. [For internal reference: 8840944-zen]
The bank ruled the dispute in favour of the customer since the details did not match what they had on file for the customer. For future reference, I recommend going through WooPayments: Fraud Protection – Documentation and enabling AVS Mismatch rule to ensure similar transactions don’t go through.
I’d also recommend going through Avoid fraud – Documentation to check the other options you have.
Have a good one!
