Overview

The purpose of this process is to track the potentially fraudulent customers registered with Mr D Food and eradicate them. This document sets out the steps to monitor potentially fraudulent customers and outlines the action to take.

The process document focuses on the following areas:

Overall Monitoring of Potential Fraud
Evaluating a Customer Profile Process
Tracking Sheet of Potentially Fraudulent Customers
Blacklisting Customer Profile Process

Overall Monitoring of Potential Fraud

1.Navigate to the Operations Dashboard on Mr D Food

Click on the link to go to the Operations Dashboard
Select the "Reports" tab and select the "Operations report" from the drop down list

The data displayed on the operations dashboard is updated live as each order placed comes through to Mr D Food.

2. Monitor the Customer vs Order Value Data

You will find the Customer vs Order Value data by scrolling down to the bottom of the Operations Dashboard the data will be on your left
This tab displays the value of each customer’s order as well as how many times that customer has ordered for the day and the customer’s ID.
The daily order value threshold is R1500, therefore, if a profile is displayed on the dashboard exceeding R1500 in order value, the customer’s profile is to be checked immediately.
The tab displays the first 100 customers, with the highest order values , will populate and update live for display on the dashboard.

Evaluating a Customer Profile Process

After agents have identified customers to be investigated for fraud through the dashboard the following areas should be evaluated when determining whether this is a potential fraud customer.

1. Evaluate Registration Date

Check what date the customer signed up with Mr D Food, if the customer signed up on the same day as they have placed the high valued order, there is reason to suspect the customer of potential fraudulent activity.

2. Evaluate Customer name vs Email address

If the customer’s name is not the same name used in the email address there is reason to suspect the customer of potential fraudulent activity.

3. Evaluate Order Content

If the contents of the order is an excessive amount(very high), there is reason to suspect the customer of potential fraudulent activity.

4. Order History

The order history on the customers profile would provide you with insight to a pattern of what the customer frequently orders and if it is frequent liquor orders, there is reason to suspect the customer of potential fraudulent activity.

5. Contact numbers

Copy the contact number the customer provided and search it in the customer search bar on Mr D Food Admin
Determine if the customer has multiple profiles, there is reason to suspect the customer of potential fraudulent activity.

6. Evaluate Payment Method

The cash orders as well as EFT orders have a very small chance of being fraudulent as opposed to the credit orders. Due to the OTP request on EFT orders, there is little to no chance that an EFT order will be fraudulent.

There are instances where customers place cash orders but when the driver arrives at the address they are unable to get a hold of the customer as the address as well as contact number provided is incorrect, the driver will follow SOP and fail the order. If this is a pattern on the customers profile, there is reason to suspect the customer of potential fraudulent activity.

The profile then needs to be blacklisted as the customer is unreachable.

6. Evaluate the type of order placed

Has the customer placed the order as Collect or as Delivery
The likelihood that the order will be fraudulent is more likely if the order is placed as collect, especially if it is a large, expensive order.
The customer could be inside of the checkers store when placing the liquor order and collect it immediately, preventing us from being able to track the status of the order and preventing us from being able to cancel the order.

(All of this information can be found on Mr D Food Admin once searching for the customers profile using the customers order ID.)

Tracking Sheet Of Potentially Fraudulent Customers

After agents have conducted their investigation into a customer with orders above R1500 the information must be populated into the Potential Fraud Tracker Sheet.

This tracker is where all the information regarding your investigation into the customer’s profile is recorded and this serves as a motivation for the profile being blacklisted or not.

1. Update Tracker

Input the customer ID, the order value, the order count
Detail and thorough investigation you have done into the customers profile before you came to your conclusion of whether the profile should be blacklisted or not.

2. Inform Leadership

Notify leadership (via email, or face-to-face) that you have updated the sheet in order for them to review the information and block the cards.

Blacklisting Customer Profile Process

After going through your checklist and determining that the customer profile meets the criteria for potential fraudulent activity, the customer’s profile needs to be blacklisted as well as the card used to place the orders. This is to prevent the customer from ordering on our platform again.

1. Navigate to Customer Profile

Log Onto Admin
Select the Customer tab
Search for the customer you want to blacklist by either searching by thier email adress,name or cell phone number
Select the and open customer profile

2. Deactivate Customer Profile

Click on the “Action” tab
Then click on “DE-ACTIVATE”

Then select only one deactivation reason. And leave a comment for deactivating the customer profile.

Potential Fraud Tracking SOP V.1