Signifyd Flashcards
What is Signifyd
To verify orders, we use web software called Signifyd. Signifyd has algorithms and experts on staff to review orders for fraud. For high-valuable items, we want to make sure we are charging the right person.
When Signifyd guarantees an order, it means that the order is most likely NOT fraudulent. In the event the order is guaranteed by Signifyd, but fraudulent, Signifyd will reimburse My Trio Rings the amount paid.
My Trio Rings has a special arrangement with Signifyd. Since all orders are high-valued items, Signifyd algorithms will review the case, and an expert will review it as well for fraud. My Trio Rings can always submit additional documentation (usually a picture of the customer’s Government issued ID and payment) to Signified to help prove order legitimacy. You can do this by logging into Signifyd, looking for the customer by order number, and clicking the notes icon and to attach a file.
How to discuss verification with the customer:
Verification is necessary step with high-valuable items to ensure the payment form matches the correct person. In other words, we want to make sure we are charging the right person.
Ask the customer to confirm their billing address. Sometimes customers will move or fail to change their maiden name, so the merchant’s name/address on file does not match the billing address.
Ask the customer for a picture of their payment form and Government-issued ID.
If the customer does not feel comfortable emailing pictures, be understanding. After all, today, there is ransomware and identity theft (just look at the Target hack). In this event, explain the authorization charge and how it works. This is a less-intrusive way that allows us to confirm they are the proper person with access to the account.
For customers in the US, My Trio Rings will charge an amount less than $1 USD. The customer has 1 business day to inform us of the correct charge to proceed with the order.
If the customer is foreign or paying with foreign currency, explain we will charge an amount less than $5 USD and they will have 1 business day to inform us of the correct charge. We need to charge a higher amount since we need to factor in the conversion rate and possibly a foreign transaction fee (depending on the credit card used)
What information do we collect to submit to Signified for verification?
First, obtain a copy of the customer’s Government-issued ID and payment form. I also suggest including a Woopra history link to help prove the order’s validity (this will also help save time in the future).
To resend the customer the order verification email for them to securely upload their information, you must change their order status in Magento. I suggest changing it to order under review and then back to order verification to trigger the email to be sent.
If this does not work, a secret charge or authorization charge to the customer’s account would be the next step. Please see above for further details on this.
At times, the mystery charge will not enough evidence for Signifyd guarantee. You can also see if you can find the customer on social media. If you can, see if you can prove relation between the customer and delivery recipient for signified. If you can, this is a guarantee for Signifyd approval!
If all of this does not work, submit the case to Vipul for final approval. If Vipul does not approve the order, the order will be canceled, and the customer will be issued a full refund.
Sometimes you can ask the customer who the delivery’s recipient to them is. Be careful how to ask this as we do not want the customer to know we are verifying their identity and order. Remember, the customer is always innocent until proven guilty!
Protocol to follow:
-Team should feel free to request images of the payment form and government issued ID.
-Upload image copies to signified. Be sure to delete the images from your computer after.
-Please note, if you are in contact with customer, inform the customer how the credit team may reach out to them in 1 business day to confirm details.
For customers who do not respond to our email:
1 business day: 1 Auto email and one phone call.
-1 week: reminder email (manually for now) and reminder phone call.
– Another week: reminder email (manually for now) and a phone call. If you leave a message, be sure to remind the customer that if you do not hear from them in 2 says, we will be required to cancel their order and issue a full refund.
If no response after 2 days, then we will refund the order and close out the order/case. No risk and no gain with this option.
For now, to re-send a verification email with secure links to upload, you will need to manually change the customers order status to verification to trigger the verification email to be sent.
Signifyd Glossary
DR: Delivery Recipient
DA: Delivery Address
BA: Billing Address
CH: Card Holder
FB: Facebook
IP: Internet Protocol
