Address Change Verification ProcessUpdated 4 months ago

PLEASE NOTE, if the order is flagged as high risk, ignore the below and simply cancel the order. Request the customer orders again and rectifies the information that caused the order to be flagged in the first place. (EG: Shipping and billing address mismatch).

All address changes must be verified before we can update an order. Please follow the steps below carefully:

1. Initiate Verification

• Open the order in Shopify.

• Go to More Actions → Verify Customer. This will open Fraud Judge.

• Click Request Verification and ensure both ID Verification and Selfie Verification are checked. (The utility bill is not required.)

2. Notify the Customer

• Inform the customer that we’re happy to assist with an address change, but verification is required as our system does not allow changes beforehand.

• Use the “Address Change Verification” macro in Gorgias to send the request.

3. Place Order on Hold

• Return to the order page.

• Click the ellipsis (…) and select Hold Fulfillment.

• Choose Address Incorrect as the reason.

4. Review Verification

• Once the customer completes verification, return to Fraud Judge as in Step 1.

• Carefully review the details:

  • Confirm that the ID matches the customer information.

  • Confirm that both the ID and selfie are legitimate (watch for signs of AI-generated images, such as overly identical or unnatural features).

• If everything checks out, click Accept Order. If anything looks suspicious, escalate to your manager immediately.

5. Release Hold & Notify Fulfillment

• Go back to the order page and release the hold.

• Tag the fulfillment team (currently Christian) to let them know the order is clear to ship.

6. Close the Loop with the Customer

• Return to the Gorgias ticket.

• Inform the customer that their verification has been accepted and the fulfillment team has been notified to proceed with shipment.