The purpose of this policy is to describe CDON's internal work against fraud. It also aims to contribute to security and peace of mind in all matters relating to trading via CDON's website. CDON takes a serious view of attempted fraud and fraud via CDON's website and works hard to improve internal procedures and review payment security to prevent fraud. If a customer is a victim of fraud, CDON needs to investigate how the product was sent. This means whether the product was sent by a traceable or non-traceable service, as this is decisive when determining who is liable for any costs incurred.
Who is liable for carriage if the product was sent by a traceable service?
A traceable service is when a parcel or package is sent by traceable post, either with a tracking number/parcel ID or by registered post. For the traceability requirement to be met for electronic products, the merchant must be able to specify the serial number of the product on request. If a product was sent with a trackable service and fraud was committed, i.e. the product was collected by someone other than the customer, the cost must usually be paid by the payment service provider with which the purchase was made. The customer is then credited with the cost of the product and the merchant receives its payment.
If the customer has received the product
If the consignment was sent with a traceable service and was collected by the customer, CDON sends a return slip to the customer and the product can then be returned to the merchant. The merchant must produce and pay for the return carriage slip.
If the consignment was not collected by the customer
For consignments that were sent with a traceable service but were not collected by the customer, the product is automatically returned to the merchant. The merchant must, at CDON's request, recall the product. Please note that Postnord varubrev is not considered fully traceable.
Who is liable for carriage if the product was not sent with a traceable service?
If the consignment was not sent with a traceable service and there was therefore no ID check on delivery, the merchant is liable for the fraud. The customer is then credited with the cost of the product and the merchant receives no payment.
If the consignment was not collected by the customer
For consignments that were not sent with a traceable service and were not collected by the customer who was the victim of fraud, the product is automatically returned to the merchant if it is at a delivery centre. In such case, CDON is entitled to refund the customer directly.
Stop order
If the payment service provider submits a request to CDON to stop the order, CDON will contact all merchant in the order concerned to try and prevent despatch. If the consignment has been despatched, CDON requests the tracking number and the carrier to enable it to forward the information to the payment service provider. CDON always contacts the merchant by phone first when this situation occurs. After the call, CDON always send an email confirming the call. If CDON is unable to reach the merchant by phone, CDON sends an email to the merchant with the subject ‘PRIO Stop order (order number)’. The message is regarded as having been received by the merchant when it has been sent. CDON's customer service department provides regular information on updates or decisions in the case from Klarna or any other payment service provider.
CDON always cooperates with public authorities and the police on matters relating to fraud, and the merchant is expected to assist CDON as far as possible in these matters.