A. When receiving orders, for those exceeding a specific amount in USD or with more than two items per transaction, it is recommended to communicate with customers via email to confirm valid contact information. If there is no contact phone number or multiple contact attempts receive no response, it is recommended not to ship and refund promptly.
B. Out-of-stock and exchange situations must be promptly notified to customers with proper records, and customers should be informed of restocking times.
C. For orders exceeding a specific amount in USD, require cardholders to provide valid identification documents such as a driver's license or scanned copies of the front and back of the credit card used for payment (CVV code can be hidden). (If the cardholder does not cooperate in providing relevant information, it is recommended not to ship and process a refund. Because normal cardholders purchasing high-value products generally have strong purchase intentions and rarely refuse such requests, which provides protection for both the website and the cardholder, this can be used to persuade cardholders to provide the above information).
D. For consecutive multiple payments, or payments that succeed after multiple bank returns of 'Declined' or 'Do not honor' messages, it is recommended to confirm valid identity before shipping to avoid fraudsters repeatedly attempting to break through the risk control system.
E. For underdeveloped regions, countries, or regions with poor credit, it is recommended not to ship and block related IPs and issuing banks. For countries with high customs clearance rates such as the Netherlands, avoid accepting orders.

For different chargeback reasons, different appeal materials can be provided. The most important thing is to provide sufficient and effective evidence to increase the chance of winning the case.
A. Fraudulent card transaction chargeback: The credit card used in the transaction does not actually exist. The customer calculated a card number, expiration date, and CVV code that conforms to the issuing bank's card issuance pattern through some method, but the card was not actually issued.
B. Unauthorized transaction chargeback: Non-personal transactions, generally transactions caused by card loss, theft, or card being stolen and used by others.
C. Goods not received: Chargebacks caused by delayed delivery or non-delivery.
D. Goods not as described or damaged: The goods received by the customer do not match the website images or the received goods are damaged.

3DS is a security protocol widely adopted by global merchants and card issuers as an additional layer of security protection to ensure that purchase behavior is conducted by the cardholder.
During the payment process, the 3DS flow will prompt shoppers to enter a verification code sent to their mobile phone or email. This prompt will display the card organization's brand name, such as Visa Secure or the card issuer's identifier.

Cardholder enters their card details
Airwallex will evaluate the payment request and decide whether the cardholder needs to perform additional 3DS verification
If required, the cardholder will be asked to complete additional identity verification steps
Enter the one-time password (OTP) on the page to complete the verification step

As a cardholder, when making certain types of online payments, you may be required to enter a verification code to complete the checkout process.
You can choose to receive the verification code via the email or phone number you have registered with your commercial bank.
3DS is typically used for online transactions and requires merchants to also support 3DS. When a merchant triggers a 3DS verification request, the commercial bank will send you a verification code based on the method you choose (email or SMS).

Credit card chargeback (Charge Back) refers to the cardholder's ability to apply to the bank to dispute a transaction on the bill within a certain period after payment (generally 180 days, some payment institutions may stipulate longer periods). Due to the differences between online transactions and face-to-face transactions, regardless of which transaction platform you use, as long as the cardholder uses a credit card for payment, such risks cannot be completely avoided.
If a cardholder files a chargeback for a credit card transaction, our platform will assist you in filing an appeal with the cardholder's issuing bank. During the chargeback resolution process, the related transaction funds will be temporarily frozen.