MyDeal carries out multiple levels of security checks on every transaction. Any transaction that requires further review is place on-hold for the Security & Payments team to evaluate.
Orders deemed as fraudulent will be cancelled and refunded. If the order is not fraud, a further verification check will be required by the customer before the hold can be removed and the order to processed.
MyDeal will reach out to the customer to advise them of the verification requirements. We allow 5 business days for the customer to verify their order. If the order is not verified within this time, or not completed successfully the order will be cancelled.
Please do not reach out to the customer until the Verification process is complete. MyDeal sends daily reminders to the customer already. Order related queries should not begin until the order is verified, and the hold removed.
You will receive an automated email when the order is placed by the customer advising that the order has been received but is ‘on hold’. MyDeal requests that stock be reserved for these orders, but please do not dispatch until further notice is provided.
Once the customer has verified you will receive an automated notification when the item has been taken ‘off hold’. Please dispatch as soon as possible unless you receive another notification from MyDeal. Once the hold is removed please feel free to contact the customer for further delivery or order details.
If the order is on hold, you will be able to see this in the Marketplace portal with the on hold status. If the order is deemed fraudulent, MyDeal will refund the order.
- If the order was classified as fraudulent gets dispatched, MyDeal will not be responsible for the recovery of the dispatched item or loss of funds. Please contact MyDeal (link to contact MyDeal) to confirm the status of the order if unsure.
- If the fraudulent order has been dispatched and approved by MyDeal, we will wear the loss only if proof of delivery can be provided
- Our sellers are fully responsible for any Customer Service related issues raised through Paypal or Bank Chargeback