Fraudulent orders on Folksy
What we're doing at Folksy to prevent fraudulent orders
What to look out for
1. A suspicious or unusual email address.
Look out for email addresses that seem strange, like “firstname.lastname@example.org”, undeliverable emails and emails that do not match the name given on the shipping details. Legitimate customers are more likely to use email addresses that contain their name. In the recent fraudulent orders, the shipping address is a legitimate UK address, but the customer’s username and email address are nonsensical and don’t match up to the shipping details. Fraudulent orders are also most likely to be placed using free or anonymous email addresses (such as Gmail or Yahoo).
A recent example on Folksy is:
4. You suddenly get an unusually high number of orders from overseas - or at a strange time of day.
For example, you get 10 orders from customers in the US on the same day, but you haven't done any particular promotions or been featured anywhere and you don't normally get a lot of international orders. The same applies to an unusually high number of orders (either from without the UK or from overseas) at an unlikely time of day, eg six orders all at 3am.
Other things to look out for:
- Several orders from different customers have the same shipping address.
- The customer asks to change shipping address after paying.
- Lots of orders from one customer around the same time.
What to do if you suspect you a fraudulent order has been placed
1. Email the customer to verify the order
If you think an order may be suspicious, contact the customer using the email address given on their order to confirm their details before posting their order. If the email address doesn't work, it may indicate a fraudulent payment. Stripe advises that if you receive "a nonsensical or evasive answer" to your email, that is also "a good indication of potentially fraudulent behaviour".
2. Refund any payments you suspect are fraudulent as soon as possible.
If you suspect an order is fraudulent, refund the payment as quickly as you can. On Stripe, you can do this in the Dashboard, by selecting the payment and clicking "Refund as fraud". Refunding the payment immediately means it cannot then be disputed and you will not be charged a dispute fee.
Email our support team at email@example.com if you suspect an order is fraudulent.