Fraudulent or Unauthorised Payment Handling Policy — Card was used by someone else / Card Stolen / My Card is missing / Purchase or Order Not made by me

Scope:

This policy applies to both Online and In-Store purchases made through any of Brands For Less payment channels. It outlines the actions to be taken when a transaction is suspected to be fraudulent or unauthorized. This applies whenever customer claims Card was used by someone else / Card Stolen / My Card is missing / Purchase or Order Not made by me

I. Customer-Facing Policy

1. Online Transactions:

• Once an order is successfully placed and payment is completed, Brands For Less does not have the ability to cancel or reverse the transaction on behalf of the customer.

• If a customer suspects a fraudulent or unauthorised transaction, they must immediately:

  • Contact their issuing bank to dispute the charge.

  • Report the incident to appropriate legal or cybercrime authorities if they believe the transaction was made without their knowledge or consent.

• As a merchant, we rely on bank-level authentication (OTP, biometric, etc.), and the final decision and control over reversals rest solely with the issuing bank.

2. In-Store Transactions:

• Once the in-store transaction is completed, we cannot cancel or reverse the payment from our systems.

• Customers claiming card misuse must:

  • Contact their issuing bank to dispute the charge.

  • Report the incident to appropriate legal or cybercrime authorities if they believe the transaction was made without their knowledge or consent.

• Since goods may have already been taken by the person completing the purchase, we cannot validate or recall such transactions at our end.

II. Internal Action Protocol (For Customer Service Associates, Do not inform Customers)

1. Online Orders - Internal Flagging (If NOT shipped or delivered):

• If a customer reports a suspicious or unauthorized transaction, check if the order:

  • Was placed online

  • Has not yet been shipped or delivered

• If so, do NOT inform the customer about action taken.

• Raise a Kapture ticket immediately addressed to LMT and OMT teams requesting the order to be held until internal confirmation.

2. Escalation for In-Store & Critical Online Claims:

• If the customer becomes aggressive, threatens legal action, or escalates verbally or in writing:

  • Immediately inform the Team Leader, Supervisor (Leah), and Managers (Sachin & Josy).

  • This will ensure Loss Prevention and Audit teams can be kept in loop and investigate further.

III. Messaging Templates

A. Chat / Call Script for CSAs:

"We understand your concern and truly regret the inconvenience. However, once a transaction is completed, we as a merchant do not have the ability to cancel or reverse the payment from our side. We recommend that you immediately contact your bank to report and dispute the transaction. If you suspect it to be fraudulent, it’s also advisable to inform the appropriate legal authority."

B. Email Response Template:

Subject: Regarding Your Transaction Concern

Dear [Customer Name],

Thank you for reaching out to us.

We understand your concern regarding the transaction in question. Please note that once a purchase has been completed—whether in-store or online—we do not have the authority to cancel or reverse the payment from our end. Our systems rely on secure bank-level authentication, and such matters fall under the purview of the issuing bank.

We strongly recommend that you:

1. Contact your bank immediately to dispute the transaction.

2. Report the incident to the appropriate local authority if you believe it to be fraudulent.

Please rest assured that we take such matters seriously and will cooperate fully with any official investigation if required.

Thank you for your understanding.

Best regards,
[Your Name]