Understanding Fraud
What does AVS "No Match" mean?
Address Verification Service - could not link the billing address to the client.
Where should you leave notes in regards to any order you interact with?
CCFE, Sales Force, EBTQ email chain (if applicable).
What emails do you start with?
You will start from oldest to newest in the Action Required inbox, ensuring you check on the flagged emails within Sales Force.
Name three people on the EBTQ team.
Ashara, Angelica, Zoe, Tea, Rey, Danielle, Maris, Zachry, Jennifer, Samantha, Shaundra, Ashley, Evelina, Ore, Kaitlyn, Stacey, Nyla, Saira, Kim, Brandy, Tariq, Alina.
Do we offer express shipping to Canada?
No, due to customs and the creations being shipped from the US, transferred to CA.
What does 3rd party information mean?
The order was placed by a 3rd party. We will need to replace the order with all of the cardholders information such as their address, email and phone number on file with their card issuer.
What is the next step when you are unable to leave a voicemail for a client?
Send a corresponding email including frauds request for verification.
True or False: You will also handle the Rejected Returns inbox.
False, there are dedicated ambassadors to the RR team who will work that inbox.
Where is the LOVE screw driver located?
The screwdriver will be located in a pocket under the lid of your box in a red pouch.
When replying to an Action Required email, what information should always be included?
The email or phone number that you corresponded with the client.
What does High Transaction Velocity mean?
The order was placed with a phone number that doesn’t link to the cardholder and a high network risk with high transaction velocity.
What status should you be in when working the EBTQ inbox?
AWAY (Busy)- ECOMM
When handling an email, what four steps should you always ensure you've done?
1. Mark with your color tab.
2. Read email thoroughly (marking as read).
3. Respond or forward as necessary.
4. File away in corresponding month.
What are our Conditions of Sale?
Cartier creations must be returned in new, pristine condition, with all protective materials in place and tags and stickers attached to them. Cartier will not accept any return if the product shows signs of wear, or has been worn or altered from its original condition in any way.
What creations do we not ship to Canada?
Lighters and Fragrances.
What is High Risk Email Address?
An email address that has never been seen online, so you will need to contact the cardholder by phone only.
What should you always include when emailing transportation in regards to an order?
The order number and tracking number/link.
When reaching out to a client via email to confirm their order information, you should?
Flag the email, adding your tab, and check the client’s case in Sales Force periodically for their response. (Do not clear it from the ebtq inbox until the client has responded).
Name three people on the fraud team.
Spencer, John, Tommy, Anthony, Thomas, Chris
What is the time frame to quote a client for a return or exchange?
Approximately 14 business days from the day we receive the piece back to our facilities.
What is Suspected Fraud?
We are unable to verify that the cardholder placed the order. Cancel the order and refer all inquiries to the cardholder’s credit card issuing bank.
When making an outbound call to a client, what does the client need to be informed of about the call?
We need to advise the client the call may be recorded for quality and training purposes.
What is the expectation by your end of day?
Clearing the Action Required inbox, as well as the main inbox.
What information is needed from the client for a MALCA secured delivery?
When speaking to a client in regards to an order that is being engraved, what should you advise them of?
Conditions of Sale, making the creation non returnable/exchangeable. Recommend complimentary after sales service.