Unauthorised transaction
Category: 📲 Account Management | Section: Unauthorised transaction | Contact reason: Suspicious activity on my account ‘
Summary — read this first
What this article covers: when a reporter claims their payment information/credit card/debit card/Paypal account has been used to make a transaction on Vestiaire Collective without their approval. The reporter may or may not have an account on VC. Unauthorized transaction reports may look like the following: • My card has been debited by VC but I’m not the origin of the purchase and I don't see the order in my account • VC has debited my…. This is a single, linear process with no branching — the full procedure is below.
| Escalation team(s) | Fraud |
| Ticket status | Solved |
| Key system paths | — |
| Macros | — |
Search keywords: unauthorized
Context and first steps
Context: when a reporter claims their payment information/credit card/debit card/Paypal account has been used to make a transaction on Vestiaire Collective without their approval. The reporter may or may not have an account on VC. Unauthorized transaction reports may look like the following: • My card has been debited by VC but I’m not the origin of the purchase and I don't see the order in my account • VC has debited my…
First steps (all cases)
🎯 Process
- Set the contact reason to ‘ Suspicious activity on my account ‘
- Ask the reporter the following information:
- First 6 and last 4 digits of the debit card in the format 123456*7890 if the transaction was made using their card
- Email address linked to Paypal if the unauthorised transaction was made using Paypal
- Date of transaction
- Transaction amount
- Currency of transaction
- Order ID (if available)
- Try to find the transaction reported on the user’s account
- If you manage to find the transaction reported on the user's account, it would not be considered an unauthorised transaction. Please clear up the misunderstanding with the customer, the ticket should NOT be escalated to Fraud. The only exception to this is if the user claims they did not make the transaction on their account, in which case please refer to
- If you don’t manage to find the transaction reported, please escalate to the Fraud team with the information listed above requested to the reporter.