Skip to content
  • There are no suggestions because the search field is empty.

Fraud Alert Received — What to Do

What this alert means and the steps to take to safeguard your merchant account.

What Is a Fraud Alert?
A fraud alert ("Action Required: Review Potential Fraudulent Transaction") means our payment processor has flagged a transaction as potentially fraudulent. This is not a chargeback yet — it's an early warning that gives you a chance to act. You have approximately 24–72 hours before this may escalate.
 
Step 1 — Assess the Transaction
 
Ask yourself:
  • Is this a new or repeat customer?
  • Was this a remote/online transaction with no in-person contact?
  • Was the amount unusually large for a first transaction?
  • Did anything feel rushed or unusual?
Step 2 — Gather Documentation Now
  • Signed contract or work order
  • Customer ID (if collected)
  • Invoice, photos, communication records
  • Proof materials were ordered or work scheduled
Step 3 — Make a Decision
 
If you believe the charge is legitimate:
 
Contact your customer directly to confirm they authorized the payment. Log into your Merchant Portal and review dispute details. If a formal chargeback has already been filed, do not issue a refund through Floorzap. Instead, prepare to respond to the chargeback through the Merchant Portal with supporting documentation.
 
If you believe it may be fraud:
 
Before issuing a refund, first confirm in your Merchant Portal that a chargeback has not already been initiated. Issuing a refund after a chargeback is filed will not stop the chargeback and may result in a double loss. If no chargeback has been filed, you may consider issuing a proactive refund. A proactive refund can help you avoid a chargeback fee and prevent a negative mark on your merchant account.
 

If you have already ordered materials: contact <payments-support@floorzap.com> before issuing a refund.

 
Fraud Red Flags 
 :triangular_flag_on_post: New customer, unusually large first purchase
 :triangular_flag_on_post: Customer unreachable by phone after payment
 :triangular_flag_on_post: Prepaid or commercial card used for a residential job
 :triangular_flag_on_post: Extreme urgency to complete work or ship materials quickly
 :triangular_flag_on_post: Payment for easily resellable specialty materials (hardwood, large tile)
 :triangular_flag_on_post: Dispute filed within days of payment before any work started

 
How to Protect Yourself Going Forward
  • Collect ID for large transactions
  • Use signed contracts for every job — digital signature via text or email is valid
  • Trust your instincts — it's okay to require a different payment method or decline a job
  • Document everything: photos, texts, and emails are your best defense