Escalations

We will send you escalations for review and action if any suspicious activity is detected. You can analyze these notifications in your Merchant portal account in the Suspicious customers tab. To receive access to the Suspicious customers tab, contact your Account manager and provide them with the list of users to whom you wish to grant access.

Suspicious customers tab

1. Log in to the Merchant portal using your credentials.
2. Go to the Suspicious customers tab in the Navigation panel.

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NOTE

The white digit on the Suspicious customers tab indicates the number of suspicious customers you have not yet reviewed.

3. Once you are inside the tab, you will see a table with the following columns:

• Customer ID: displays the customer ID who made the transaction.
• Under suspicion due to: outlines the reasons why the customer and/or their transactions seem fraud
  suspicious.
• Recommended action: displays the action we recommend to apply to the customer and/or transactions.
• Review details: will redirect you to the page where you can see the customer’s details and the information about their transactions.
• Apply action: clicking the downward arrow on the red button opens the dropdown list of actions you can apply to the customer’s details and/or transactions.

Actions

We will apply the action you have selected. Possible actions include:

1. Mark as trusted: select this action only if you have compelling evidence that proves the legitimacy of the customer/their transactions.
2. Block: select this action if you consider the customer as 100% or possible fraudster. Their details will be blocked, and any further purchase attempts made with these details will be declined.
3. Credit: use this action if you consider that the credit of an appropriate transaction is required.
4. Block and Credit: select this option if you consider the customer as those whose details must be blocked, and appropriate transactions need to be credited.
5. Other: write your decision (to use this option, click Review in the Review details column).

How to accept/review escalations

Accept

To accept the solution we have suggested, apply the respective action (Block+Credit; Block; Credit; Mark as trusted) in the Suspicious customers tab.

Review

To review the customer’s details before applying an action to the escalated transaction,

1. click Review. In doing so, you will see:

• details which they provided on the payment page
• their recent purchase activity
• the statistics concerning the sales/refunds/chargebacks/declines/active and canceled subscriptions they have

2. Select an action in the Customer is suspicious. Please choose appropriate action section considering the information you analyzed and the suspicious reasons we have reported.
3. Click Apply. We will receive your decision and apply the actions you have chosen.

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NOTE

Remember to process all escalations within one working day. We will carry out decisions and close all escalations that have not been processed within that time. Timely escalation management allows for avoiding chargebacks and the consequences related to them.

Let us know if you would like to receive emails regarding escalations that require your attention.