Fraud
What to do when you have a fraud call come through from either a fraudster or the victim (cardholder).
Fraudster:
Fraudsters would usually call to ask where their orders are as we don’t notify them that their order has been cancelled. When this happens, we should let them know that their order has been cancelled as it is under investigation for fraud. They would possibly ask for a refund we simply let them know that they must request a chargeback through their bank. If they would like a call from the fraud team, the customer service advisor should send Nada an email with the order number and the number the individual has called on.
Cardholders:
If an individual calls to let us know monies has come out their account from Dreams and they were not the ones that made the order. You would need their name number and billing address sent to Nada first and as much detail as possible for example what day the money came out their account. Please then let them know that the fraud department will be in contact with them.
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