Spotting payment fraud in billing contacts

Skills you'll practise

• Recognize common payment fraud patterns in billing contacts: overpayment refunds, takeover-then-refund, bank detail changes and fake invoices
• Verify a change to payment details through a channel already on record, never one supplied in the request
• Apply a refund-to-original-payment-method rule and explain it to the customer without accusing them
• Hold and refer a suspicious request under the fraud procedure and record facts, not opinions
• Support a customer who has been tricked into paying a fraudster, including telling them to contact their bank promptly

Course outline

1. 1.Spotting payment fraud in billing contactsVideo · 2 min
2. 2.How payment fraud reaches the service deskLesson · 15 min
3. 3.Changes to bank and payment detailsLesson · 15 min
4. 4.When something looks wrongLesson · 15 min
5. 5.Spotting payment fraud in billing contacts: knowledge checkKnowledge check · 17 questions
6. 6.Refund to a card added last nightScenario
7. 7.Final exam9 questions · passing it completes the course, so people who already know the material can test out

Sources it draws on

The lessons and questions are written from these references, so learners can go back to the original.

• FTC Consumer Advice: How to spot, avoid, and report fake check scams (US example)
• FBI Internet Crime Complaint Center (IC3) PSA: Business Email Compromise: The $50 Billion Scam (2023; US example)
• Your organization's service procedures, policies, authority limits and escalation paths
• General customer service practice (starter content; needs subject review)