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 carefully review the dispute status and timeline.
If a formal chargeback has already been filed, do not issue a refund through Floorzap. A refund will not cancel the chargeback and may result in a double loss (the refunded amount plus the chargeback). 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 dispute process and may increase your financial exposure.
If no chargeback has been filed, you may consider issuing a proactive refund. A proactive refund may help you avoid a chargeback fee and a negative mark on your merchant account; however, refunds are immediate and cannot be reversed once processed. Please review the transaction carefully and ensure you are comfortable with the financial impact before proceeding.
If you have already ordered materials: contact <payments-support@floorzap.com> before issuing a refund.
Fraud Red Flags
New customer, unusually large first purchase
Customer unreachable by phone after payment
Prepaid or commercial card used for a residential job
Extreme urgency to complete work or ship materials quickly
Payment for easily resellable specialty materials (hardwood, large tile)
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