CTL Policy Statement on Enhanced Customer Verification Post-Fraud Alert

To safeguard our business and our genuine customers from the increasing threat of ecommerce fraud, and to comply with best practices for fraud prevention as recommended by platforms like Shopify, we hereby institute the following policy for handling transactions flagged by Shopify's fraud analysis system.

Policy Statement:
  1. Fraud Alert Identification:
    • Upon receiving a fraud alert from our store system, the transaction in question will be immediately placed on hold pending further verification.
  2. Customer Contact:
    • Customers whose orders have been flagged will be contacted via the email address and phone number provided during the order placement. They will be informed of the potential fraud alert and requested to provide additional verification information.
  3. Required Information for Verification:
    • Proof of Identity: A government-issued photo ID (e.g., passport, driver's license).
    • Proof of Address: A utility bill, bank statement, or any official document showing the customer's name and address as provided during checkout.
    • Payment Verification: A photo or screenshot of the credit/debit card used (with only the last four digits visible) or a confirmation from the bank verifying the card ownership.
  4. Verification Process:
    • The provided information will be manually reviewed by our fraud prevention team.
    • For high-risk transactions, we might also employ additional security measures like video verification or a small test charge that the customer must confirm.
  5. Timeframe for Resolution:
    • Customers will have 48 hours from the notification to provide the requested information. If not provided within this timeframe, the order will be canceled, and any payment made will be refunded minus a processing fee to cover administrative costs.
  6. Order Fulfillment:
    • Only after successful verification will the order be processed for fulfillment. If verification fails or if discrepancies are found, the order will be canceled, and the customer will be notified with an option to appeal the decision with further evidence.
  7. Data Protection:
    • All collected information will be handled in compliance with GDPR, CCPA, or relevant data protection regulations, ensuring customer data privacy and security.
  8. Education and Prevention:
    • We will educate our customers on why such measures are necessary, emphasizing the protection it offers against fraud, through our website, newsletters, and during the checkout process.
  9. Continuous Improvement:
    • This policy will be reviewed periodically to incorporate new fraud prevention technologies, adjust to new types of fraud, and ensure it aligns with the latest Shopify and other third-party service recommendations for fraud prevention.
Implementation: This policy goes into effect as of August 1, 2024 and applies to all transactions processed through our ecommerce platform.

By implementing this policy, we aim to create a secure shopping environment, protecting both our business and our customers from fraudulent activities while maintaining trust and transparency in our operations.