Potentially Fraudulent Orders
Why am I being asked to verify my identity before my order can be shipped?
Our website will automatically identify orders that are potentially fraudulent. Several factors are automatically analyzed for each order in order to identify fraudulent orders. Some of these factors, include whether the billing and shipping addresses match, or the location of the customer’s IP address in relation to the shipping destination.
Some orders are flagged as being potentially fraudulent when they are completely legitimate, so please don't take it personally if your order is flagged. However, it is our responsibility to you, our customer, to review any order that’s flagged. This protects our customers from unlawful use of their credit cards and decreases the possibility of chargebacks from the bank. If your order is flagged as being “medium risk” or “high risk”, we will email you to verify the identity of the cardholder before the order can be sent.
For orders flagged as a FRAUD RISK, please provide the following:
1) Take a clear SELFIE of the credit cardholder, holding up their United-States-Issued ID card with full name and address visible.
2) Black out any sensitive information such as ID/ license number.
3) Take a clear pic of the payment card used, with full name showing and only the last 4 digits of the card (please black out ALL other numbers, including the CVV value before sending).
3) Email pics to firstname.lastname@example.org
Please note that for high-risk orders, the only way to verify the identity of the cardholder is by sending us a selfie or photograph of the cardholder holding up their ID card or Driver’s License in order to prove that their card has been authorized to make the purchase. Without this proof, we do not know if the information is possibly being used by someone who has illegally accessed their ID and credit cards. Please blackout any sensitive information that you would prefer not to share such as your ID/ License #, date of birth, etc. and do not send a pic of your credit card without first blacking out all numbers except the last 4 digits of your credit card.
Please provide the required information as soon it is asked for, since we cannot start processing your order until we have this information. As soon as we receive the requested proof then we can clear your order for shipping. If we receive the requested verification in a timely manner, this usually means that your order will still be shipped within the normal timeframe.
What happens if we don't hear from you or if you refuse to provide verification of your identity?
If we don’t hear from you, or if you refuse to provide the required information, we will have to presume that the order was indeed fraudulent, and we will take the necessary steps to report the fraud to authorities whilst putting your order on hold. We may decide to put the order on hold for at least 28 business days before reassessing whether it's safe to ship the order. If no chargeback is issued within 28 business days, we may then decide to send your order to you, or we may decide to cancel your order if we are not satisfied that it is safe to ship. Please note that we reserve the right to make any and all decisions regarding cancelling or holding an order when it is flagged, and we have not received the information requested. Our store policies still apply regarding order cancellations.