Daniel H. Mauri M. Aimee R.
Risk
Procedure
Risk
Refers to risk or poor outcomes like Fraud and Compliance, Fraud: In premium services purchases and on website using Wix payments. Compliance: On websites using Wix payments.
Fraud
Users with restrictions from their bamk Users purchasing services with credit cards that have different billing states Users with purchasing patterns that alert the Risk team Users with chargebacks
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Compliance
Sites connected to Wix payments that sell restricted bussines products and services like CBD, Reiki, Microneedling, travel, etc. Stes connected to Wix payments with missing descriptions on their products and services.
Type of risks scenarios
Hard decline
A hard decline is when the bank is stating that the card should NOT be used at all. When this happens the billing accounts assigned to this card are blocked.
To identify, check on SBS on "billing accounts tab". The card will showed Blocked y there is a check in the Blocked tab.
Example: A user contacts Wix customer care saying that her credit card is being declined, when she attempts to use it, she receive a message to contact support.
Workflow: 1. Check for hard declines, fraud notes on UM or if the account is blacklisted.
2. In SBS, review if the card is blocked (Billing account> Blocked column > check).
3. Tell the user the bank notify * notified WIX that the card should not be used anymore. If she wants to continue using it, she should contact her bank first to clear the situation and contact us again later.
4.When she have already contacted the bank: a. Connect to the Advance Billing queue if TLV/DUBLIN/US call center is open for escalations. b. If no other site open, assign ticket to the Risk Premium Queue. Add yellow note with info and make sure status is open.
Fraud/Blacklisted
Fraudulent card use
it is very common in online transactions, Wix have a variethy metods, the Risk team uses interanl scripts like, gateway transaction checks, fraud detection tools, bank alerts and good old-fashioned analysis by Risk agents.
Identifying Account In the user side: User most contact us saying that they are not able to submit a purchase
How to identify on our end:
1. Log on the right hand side (UM), to see if there are notes about fraud. 2. Always check S
2. Always check SBS to see if the account ID is in Red with the account status as Fraud (in red). This is the only way to see if an account is blacklisted.
For instance: A user contact us because he can't submit a purchase, so in this case we can go to (UM) to see if there is any note, check SBS and later on escalate to Advance Billing.
Fraudbusters
We call fraudbusters to a group of scripts to help us determine fraudulente transaction in the accounts. U can be blocked by Fraudbusted for 3 reasons:
a. excessive declines> multiple declines over a short period, made with the same card. Declines are issued by the card issuing bank and not by WIX.
b. Multiple cards> Users who use a lot of credit card in their account, will be automatically blocked.
c. Multiple Billing States/Countries. Users who use credit cards with many different countries and/or US States, will be automatically blocked.
Example Fraudbusters (tercer tipo): A user contacts WIX Customer saying that when he tries to use his credit card, he receives an error message "Due to multiple declines, please contact your bank for more information before attempting this purchase again"
1. In UM, Review the notes in his account, make sure the account is NOT blacklisted and In SBS check if the invoices status is "void" (Invoices tab> status> "Void").
2. Let the user know that due to multiple declines, his card is being suspended.
3 Tell the user that he should contact his bank to ensure their card will not be declined. 3. If costumer contacted already his bank, let him know he should wait at least 48 hours from his last attempt.
4. User can purchase the service with a different card.
Chragebacks
Is the return of funds to a cx, forcibly initiated by the cardholder's card issuing bank. it occurs when a user disputes a specific charge or transaction directly with his card issuing bank or credit card company
Actions taken after a chargeback: -Service is cancelled -Wix domains will be suspended (parked) -Payment method which received Chargeback will be marked as Fraud and cannot be used in any account -In addition to the above after an account receives Multiple chargebacks, it will be blocked.
Actions taken when an account is blocked: -User will not be able to sign in to the Wix account
Example: User contact us because he can't enter in his account, so in this case we must enter UM and read notes, also check SBS (it's blocked due to multiple chargebacks). 1. Tell the user that their account is currently restricted and that you will need to consult Advance Billing. 2. Put the user on Hold and if the chabel is currently open connect to the advance billing for a trained agent to assist, if not follow this steps: -Add a yellow note to the ticket with this info:
-User is calling because he wants to access his account (add the UM account). -Assign the ticket to the Risk Premium Queue. -Put the user off hold and inform that you have escalated his case to the relevant department and they will reply them by email. -Make sure the ticket status is open.
Notes: IMPORTANT: Under no conditions should we suggest users to file a chargeback to their bank in order to get a refund for their service, this is a serious claim of fraud against Wix and result in substantial penalties and damage to Wix's reputation as a company. Users are NOT notified when their accounts are blocked
Open disputes/ stolen cards alerts
When users approach their bank “asking for more information” or denying the approval for a transaction, banks see this as a potential chargeback and an investigation begins. This investigation is called an ‘Open Dispute’ or RFI (Request for Information).
Stolen Card Alerts are a type of dispute where the bank indicates to Wix that the card has been reported stolen, and a chargeback is imminent since the charges will not be accepted by the cardholder.
Upon receipt of Open Disputes / Stolen card Alerts the Risk Team proceeds to: -Cancel the transactions -Refund the money in order to prevent a chargeback -Block the relevant card -- Blocked cards CANNOT be unblocked after an open dispute
Call Procedure (account blacklisted): 1. You can tell the user their account is currently restricted, and all transactions were cancelled and refunded. Explain that you will need to consult with an Advanced Billing Agent. 2. put User on hold. 3. If the chanel is open: onnect to the Advanced Billing Queue for a trained agent to assist.
4. If not: -DO NOT send any saved replies to the user -Add a yellow note to the ticket with the following information: User is calling because he/she wants to purchase/repurchase the services in his/her account (add UM account's link). -Assign ticket to the Risk Premium Queue -Take the user off hold and let them know that you have escalated their case to the relevant department and that one of our billing representatives will reply back to them by email in up to 3 to 5 business days.
Account is not Blacklisted: Make sure to read UM notes and check SBS Let the user know that due to unusual activity, their bank requested transactions to be refunded. Inform the user which services were cancelled. You can find them by looking on SBS for invoices refunded on the same date as the UM note(s).
If the service which was cancelled and refunded is a Premium Plan, TPA or Ascend / Logo: -Explain that, in addition to the refunds, the card was flagged due to unusual activity and the issuing bank alerted us that it can no longer be used on Wix. -User can repurchase Premium Plans, TPAs or Ascend which were refunded -Guide the user to update their payment information for ALL services that have the card with the alert / dispute -If needed, connect to Advanced Billing for Guidance
If the service which was cancelled and refunded is a Domain Name or Mailbox: -Explain that, in addition to the refunds, the card was flagged due to unusual activity and the issuing bank alerted us that it can no longer be used on Wix. -Connect to Advanced Billing to guide user through the repurchase process.