Salla is always keen to provide a safe environment for its merchants and their customers, and one of the most important means of this safe environment is Salla's smart electronic payment protection system.
In this article, you will learn about a part of this system. It is the protection system notification on the order page, when it appears, and how to handle suspicious orders.
When does the protection system notification appear on the order page?
The electronic payment protection system verifies all payment transactions made on Salla store orders, and based on certain conditions and criteria, some orders are classified as suspicious, such as:
- Verifying that the customer's device IP matches the country of the card used.
- Payment was made using Apple Pay from a country other than the customer's country.
- The order amount is very large.
- Using Apple Pay to purchase from Salla stores more than once within 24 hours with large amounts.
And other conditions that ensure the protection of Salla's customers and merchants' rights and protect the merchant from fraud and compensation payments.
🔎How to handle the warning notification:
As a precautionary measure from Salla's protection system the warning notification appears on the order details page as an indication of the order processing being paused, and you have several options to handle the order:
- Cancel the order and refund the amount to the card used for payment.
- By clicking (Confirm Order), the order will be completed at your responsibility after verifying the customer's data and ensuring the payment was made by the cardholder.
In this case, you must ensure the customer's data, as completing the order will be at your responsibility, and if it is verified that the payment was made from a stolen card, a claim will be raised by the bank, and you will be required to compensate the cardholder for the paid amount.
Important note:
This notification does not mean that the payment will not be processed, but if you complete the order and take responsibility, the order amount will reach your store's electronic payment balance.
Your agreement to the payment process alert will be documented in the order record.
Frequently asked questions
❓Does the amount of the suspicious order reflect directly in the electronic payment wallet?
Yes, the amount is recorded normally within the merchant's electronic payment cycle, even if the order has not been confirmed yet.
❓What happens if the merchant does not respond to the notification (neither confirm nor cancel)?
The order remains in a pending state and cannot be completed until the notification is confirmed by the merchant. If the merchant decides to cancel the order later, the amount is deducted from the electronic payment balance.
❓What are the ways to verify customer data?
If you wish to complete the order, you should try to verify the customer's data before completing the order to avoid compensation payments later. Verification methods include:
- Reviewing the customer's order history in your store. If the order is from a previous customer who regularly purchases from your store, this may indicate the transaction's validity.
- Contacting the customer who placed the order to verify their identity or request more information about the card used for payment, such as the serial number, then checking the payment record to verify the card number.
Note: These methods do not fully guarantee the transaction's validity.
❓If fraud suspicion is confirmed, how can I cancel the order and refund the amount to the card?
By following these steps:
1- Change the order status to canceled.
2- Activate the option to refund the amount to the customer, and the amount will be returned to the card.
