Fraud Prevention & Chargeback Policy

Fraud Prevention Measures

Al Zahra Jewellery takes fraud prevention seriously across all transactions. The following measures are in place to detect and prevent fraudulent activity:

• All orders are manually reviewed by our team prior to fulfilment. Automated order processing is not used.
• For high-value and bespoke commissions, customer identity is verified before production commences, including ID and proof of address where required.
• Payment links are issued individually, are single-use, and expire after a defined period. We do not accept unsolicited payment details.
• Billing and delivery address consistency is reviewed for all orders, and mismatches are flagged for manual review.
• Orders originating from high-risk regions or exhibiting unusual purchasing patterns are subject to enhanced scrutiny and may be declined.
• Use only the secure payment methods displayed at checkout. Available methods depend on the merchant integrations currently enabled.
• All customer communications are retained and cross-referenced against order records to identify inconsistencies.
• Our team is trained to identify social engineering attempts and suspicious order patterns.

Risk Monitoring Tools and Systems

• Manual order review process with documented sign-off before production or dispatch
• Secure, single-use payment links issued via certified third-party payment processor
• Transaction confirmation and masked payment references are logged against each order
• All customer communications (WhatsApp, email, phone) are retained and auditable
• Our payment processor provides transaction monitoring and flags high-risk transactions for review

Chargeback Management Process

Upon receiving a chargeback notification, Al Zahra Jewellery takes the following steps:

1. Immediate review — The transaction in question is identified and all associated records (order confirmation, communications, shipping documents, payment confirmation) are compiled.
2. Customer contact — Where the chargeback appears to result from a misunderstanding or dispute, we attempt to contact the customer directly to resolve the matter prior to formal escalation.
3. Evidence submission — A formal rebuttal is prepared and submitted to our payment processor within the required timeframe, including proof of order confirmation, customer communications, delivery confirmation, and any signed acknowledgements.
4. Escalation — In cases of suspected fraudulent chargebacks, we reserve the right to pursue recovery through appropriate legal channels and to blacklist the customer from future transactions.
5. Record keeping — All chargeback cases are logged and reviewed periodically to identify patterns and improve our fraud controls.

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