Our merchant service partner, Stripe, provides us several tools to minimize fraud losses and to help businesses determine if a transaction is fraudulent. These include tools that allow our team to auto-reject suspicious transactions and notify you of questionable charges so that you can make the most informed decision possible as to whether accept a charge or refund a fraudulent payment.  

Stripe’s machine learning system continuously monitors all payments processed on Stripe. In rare cases, you may receive a notification from Stripe via Aisle Planner that a payment is suspected of being fraudulent after it has already been processed. This can occur if Stripe detects further activity on the card which now suggests it’s being used fraudulently, or if we receive an alert from the card network.

While some fraudulent payments will automatically be rejected by Stripe, some payments may go through but be flagged for review as potentially fraudulent. 

Notifying You Of Potential Fraud & Suspicious Activity

Although we notify you as soon as we become aware of any suspicious activity, it may be several days after a payment has been made. Keep in mind that this is not confirmation that a payment was fraudulent—only that we have reason to believe it is.

We provide this information to you to ensure that you’re able to make an informed decision and take action where necessary (e.g., contact the customer or place their order on hold). 

You Are Best Equipped to Determine Whether or Not a Payment is Potentially Fraudulent

As Aisle Planner users are responsible for fulfilling services and/or orders for customers, and possess the most information about their customer at the time of purchase, we believe that YOU are best equipped to determine whether or not a payment is potentially fraudulent. There are many indications of fraudulent activity that, while alone may seem fine, together can clearly indicate fraud.  Learn more about protecting yourself from Fraud here

What To Do When You're Notified of a Potential Fraudulent Payment

If you're notified that an online payment that you've accepted has been flagged for review, we recommend taking the time to look into verifying that your client is legitimate and the transaction is not fraudulent.  

Asking yourself some these questions may help:

  • Have you met this customer in person?  OR have you verified their identity somehow? 
  • Has the customer asked you to pay a vendor that you haven't met on their behalf ASAP from the proceeds of their online payment?  If so, this could be a fraudulent transaction. 
  • Is their event or project a last minute wedding or event with a quick turn around? If so, take some extra time to verify the identity of your customer. 

If you have any concerns about the payment after reviewing it, we recommend refunding it immediately. This action immediately refunds it so it cannot then be disputed.

Fraudulent Payments Are Ultimately Your Responsibility

Should you accept a fraudulent payment (for example, on a stolen credit card) and the funds have been deposited into your bank account, you are ultimately responsible for returning the funds to the card holder, so it's important that you take the time to be aware of fraud and scams and protect yourself from fraud.


Related Articles

Common Types of Online Fraud You Should Be Aware Of
Protecting Yourself From Fraud When Accepting Online Payments

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