Overview

The purpose of this SOP is to prevent fraudulent orders that have been placed using stolen/cloned cards from being delivered to the fraudulent customer profile and to blacklist the profile that has placed the order.

1.	Receive Escalation from Darkstore Dark store calls TALNOW CS to inform us that they have accepted an order above R5000 Is the order above R5000 Yes: Proceed to step 2 No: Inform Darkstore to proceed with the picking and packing process. Leave a note on Admin stating that “Potential fraud escalated by dark store however order value does not meet threshold” Inform Darkstore you will contact them once a decision has been made
2.	Investigate Customer 2.0 Number of orders on profile Does the customer have 50 or more orders on their profile across DFD & GROC orders? YES: Inform dark store to proceed with order Send escalation to ops by applying the “TakealotNOW Customer Fraud Prevention” macro Add DFD to left panel and Macro Submit as solved NO: Proceed with Customer investigation 2.1 Check Customer Profile Is the customer an FTB or was the profile created in the last 7 days? Does the customer name have multiple profiles with different email addresses? Does the customer have multiple different cell phone numbers on each profile? 2.2 Check Items Ordered Has the customer ordered multiple types of the same item? (eg 2 x Apple iPhone, 2 x Laptop PCs etc) Has the customer ordered at least 2 high value items? (eg 1 x Xbox & 1 x Apple iPhone; 1 x Macbook & 1 x Samsung S23) on Takealot Now order. 2.3. Check Transaction History Does the customer have a high proportion of abandoned orders relative to those delivered? Has the customer placed more than 1 TakealotNow order that day? 2.4 Check Banking Details on Orders Has the customer used multiple different bank cards on different orders OR Different card tried on the same order and/or Bank Response on an order is “Declined Call for approval” or “Declines Card Reported as Stolen”
3.	Decide if order should be canceled 3.1 Cancel the order IF Based off the checks you completed you have answered Yes in 2 or more sections Inform Dark Store that the order will be canceled and not to hand over the order to the driver Leave a note on the branch dashboard informing TDT that the order will be canceled by Mr D due to potential fraud Cancel the order Using the reason “Potential Hoax/Fraud” 3.2 Proceed with Order IF: You have not answered yes in more than 1 section. Inform Darkstore Leave note on Admin NB: If the review of the profile indicates that the order should proceed based on the above criteria however you identify other factors that indicate the order should be canceled consult TL before taking a decision 3.3 Unsure whether to proceed with the order Inform TL and TL to decide what decision to take
4.	Complete Exception Customer Resolution Apply a “full refund” to the customer Select “add/Edit payout” Change Drop Down Option to “Yes” Store Resolution Mark the store resolution as “No Payment to the Store” Save Exception
5.	Update Wallet Payout Request Zendesk Ticket Navigate to Zendesk Search for a wallet payout request ticket using the customer's email address Open ticket and select “Internal Reply” Leave a note stating the following: “"This customer is linked to a potential fraud order from Takealot Now, should the refund fail please don't request for the customer banking details" Submit ticket status as “New”
6.	Blacklist Customer Blacklist the customer using the following reasons Reason: Credit Card Fraud Customer Leave a comment indicating “Customer was blacklisted due to meeting X/4 criteria required to blacklist them” Inform Finance of the credit card blacklisting by using the “Credit Card Fraud - Blacklisting” macro Complete the macro as illustrated below: Complete the required fields as illustrated below: