Order Verification Policy

Order Verification & Fraud Prevention Policy

EasyPC Philippines
Effective Date: October 24, 2025 | Last Updated: October 24, 2025
Document Version: 2.0 (Fraud-Flag Based)

1. Purpose & Overview

EasyPC is committed to providing a secure shopping experience for all customers. This Order Verification & Fraud Prevention Policy outlines our procedures for verifying orders, preventing fraudulent transactions, and protecting both our customers and our business.

By checking the agreement box during checkout, you acknowledge that you have read, understood, and agree to all terms outlined in this policy.

2. Order Verification Requirements

2.1 Standard Orders (Majority of Orders)

Most orders are processed immediately without additional verification (within 1-2 business hours during business hours: 9:00 AM - 6:00 PM PHT, Monday-Saturday).

Standard processing includes:

Automated Verification: Basic fraud detection checks
Email Confirmation: Verification of email address and order details
Payment Verification: Confirmation of payment method and billing information

The majority of our customers experience smooth, immediate order processing.

2.2 Orders Requiring Additional Verification

Verification may be required for orders flagged by our fraud detection system. Orders are NOT automatically flagged based on value alone. Verification is triggered when our fraud analysis system identifies risk factors including:

Transaction Risk Factors:

Unusual purchasing patterns or behavior
Multiple orders from same IP with different payment methods
Payment declined multiple times before authorization
New customer with large or unusual first order
Rush shipping requested on certain product categories

Payment & Address Risk:

Billing and shipping addresses in different regions/countries
Mismatched cardholder information
Payment verification concerns from processor
Delivery address verification issues

Account & Communication Risk:

Email address or phone number appears suspicious or temporary
Customer account history concerns
Unusual communication patterns

Mandatory Verification Steps (When Triggered):

1. Email Verification

Our verification team will contact you via email at the address provided during checkout
Timeframe: Within 24-48 hours of order placement
Purpose: Confirm order details, delivery address, and customer identity
Response Required: Reply to verification email with requested information

2. Identity Verification

You may be asked to provide:
- Valid government-issued ID (Driver's License, Passport, UMID, SSS, etc.)
- Proof of billing address (if different from delivery address)
- Additional information to verify your identity

3. Payment Verification

For credit/debit card payments: Verification with issuing bank
For bank transfers: Confirmation of deposit slip and account details
For third-party payments: Verification through payment provider

Important Notes:

Orders will NOT be processed until verification is complete
Orders will NOT ship until verification is successful
Failure to respond to verification attempts within 72 hours may result in automatic order cancellation
Providing false or misleading information will result in immediate order cancellation
Most orders do NOT require this level of verification

2.3 Same Day Delivery and Verification Requirements

IMPORTANT FOR SAME DAY DELIVERY:

EasyPC offers Same Day Delivery for orders placed by 12:00nn (noon) within Metro Manila and nearby areas (selected cities in Rizal, Cavite, and Bulacan). Same day delivery is available for all order values, subject to verification timing requirements.

Verification Timing Requirements:

10:00 AM Verification Cutoff:
If your order requires verification (based on fraud analysis flags), verification must be completed by 10:00 AM to qualify for same day delivery.

Why 10:00 AM?

Allows 2 hours before same day delivery cutoff (12:00nn)
Time needed for processing, picking, packing, and dispatch
Ensures sufficient time for quality control and delivery preparation

What This Means:

For Orders NOT Requiring Verification (Majority):

✅ Order by 12:00nn = Same day delivery (if in coverage area)
✅ No verification delays
✅ Process immediately

For Orders Requiring Verification:

✅ Verification complete by 10:00 AM = Same day delivery possible
❌ Verification incomplete by 10:00 AM = Next day processing
⏰ Respond promptly to verification emails

Example Timeline (Verification Required):

Scenario 1: Prompt Response (Same Day Delivery Achieved)

Day 1 (Monday 8:00 AM): Order placed
Day 1 (Monday 8:30 AM): Verification email sent
Day 1 (Monday 9:30 AM): Customer responds with required information
Day 1 (Monday 9:45 AM): Verification approved
Day 1 (Monday 10:00 AM - 12:00nn): Order processed & dispatched
Day 1 (Monday afternoon): Order delivered same day

Scenario 2: Late Response (Next Day Delivery)

Day 1 (Monday 11:00 AM): Order placed
Day 1 (Monday 11:30 AM): Verification email sent
Day 1 (Monday 1:00 PM): Customer responds (after 10:00 AM cutoff)
Day 1 (Monday 1:30 PM): Verification approved
Day 2 (Tuesday): Order processed and delivered

Key Takeaways:

Most orders qualify for same day delivery (no verification needed)
All order values are eligible for same day delivery
Verification timing is the only factor affecting same day delivery
Respond promptly to verification emails (before 10:00 AM)
Plan ahead if you need guaranteed same day delivery

What You Can Do:

Provide accurate information at checkout (reduces fraud flags)
Check your email regularly after placing order
Respond to verification emails quickly (before 10:00 AM for same day delivery)
Use established accounts (returning customers have fewer flags)
Plan for next day if ordering close to cutoff
Visit store for immediate pickup (no verification delays)

COD (Cash on Delivery) Policy:

Metro Manila: COD available up to ₱50,000
Greater Manila Area: COD available up to ₱30,000
Provincial Areas: COD availability varies by location

Note: COD orders may still require verification if flagged by our fraud detection system.

3. Fraud Detection & Prevention

3.1 Automated Fraud Detection

EasyPC employs advanced fraud detection systems that analyze:

Transaction patterns - Unusual purchasing behavior
IP address verification - Geographic consistency checks
Device fingerprinting - Device and browser analysis
Payment data - Card verification and billing validation
Delivery addresses - Address verification and risk assessment
Customer history - Account age and order history
Shopify Fraud Analysis - Integrated risk assessment

3.2 Manual Review Process

Orders flagged by our automated systems undergo manual review by our security team. This may include:

Contacting the customer via email
Requesting additional documentation
Verifying billing and shipping information
Coordinating with payment processors and banks

Review Time: Manual reviews typically take 1-3 business days.

3.3 What Triggers Verification (Not Automatic)

Your order may be flagged for additional verification if:

❌ Billing and shipping addresses are in different regions/countries
❌ Multiple orders placed from the same IP address with different payment methods
❌ New customer with unusual ordering patterns
❌ Rush shipping requested with risk indicators
❌ Payment declined multiple times before successful authorization
❌ Email address or phone number appears suspicious or temporary
❌ Order contains items commonly targeted by fraud
❌ Shopify fraud analysis flags the transaction

Important: Order value alone does NOT trigger automatic verification.

4. Email Verification Process

4.1 What to Expect

When our verification team contacts you via email:

1. Email Identification

Email will come from official EasyPC domain (@easypc.com.ph)
Subject line will reference your order number (e.g., "Order Verification Required - EP-12345")
Email will include your order details for confirmation

2. Information We May Request

Full name as it appears on the payment method
Last 4 digits of the credit/debit card used (NEVER full card number)
Order details confirmation (items, quantities, total amount)
Delivery address confirmation
Reason for purchase (for flagged orders)
Intended use (personal/business/gift)
Photo of government-issued ID (if required)

3. Response Time: Please respond within 24-48 hours to avoid order cancellation

4.2 What We Will NEVER Ask

🚫 SECURITY WARNING: EasyPC will NEVER ask for:

Full credit card number
CVV/CVC security code
Online banking passwords
OTP (One-Time Password) codes
Personal identification numbers (PINs)
Passwords to any accounts

If anyone claiming to be from EasyPC asks for this information, DO NOT provide it and report it to security@easypc.com.ph immediately.

5. Order Cancellation Policy

5.1 Cancellation by EasyPC (Fraud Prevention)

EasyPC reserves the right to cancel orders without prior notice if:

Customer fails verification process
Customer does not respond to verification attempts within 72 hours
Fraudulent activity is detected or suspected
Payment authorization is declined or reversed
Customer provides false, misleading, or incomplete information
Order violates EasyPC's Terms of Service

5.2 Refunds for Cancelled Orders

If your order is cancelled due to:

Failed Verification (non-response): Full refund within 5-7 business days
Suspected Fraud: Refund processed after investigation (up to 14 business days)
Payment Issues: Immediate refund to original payment method
False Information: No refund; case may be referred to authorities

5.3 Customer-Initiated Cancellation

Customers may cancel orders before shipment:

Before Verification: Cancellation allowed with full refund
During Verification: Cancellation allowed with full refund
After Verification (Before Shipment): Cancellation allowed; 5% processing fee may apply
After Shipment: No cancellation; return policy applies

6. Delivery Verification

6.1 ID Verification at Delivery

For orders requiring verification, our courier may require:

Valid government-issued photo ID at time of delivery
Signature from the person whose name matches the order
Optional: Photo of recipient with delivered package

6.2 Safe Place Deliveries

For security reasons, orders requiring verification:

CANNOT be left at doorstep or with building security unattended
MUST be received by the customer or authorized representative
REQUIRE signature confirmation
May require scheduled delivery appointment

7. Chargeback & Dispute Policy

7.1 Chargeback Prevention

To avoid chargebacks and disputes:

Verify all order details before confirming checkout
Save your order confirmation email
Keep proof of verification communication (emails)
Contact EasyPC customer service BEFORE filing a chargeback with your bank

7.2 Unauthorized Chargeback Consequences

Filing an unauthorized chargeback (when order was legitimately placed and received) will result in:

Immediate account suspension
Blacklist from future purchases at EasyPC
Recovery of chargeback fees (₱2,500 + order value)
Potential legal action for fraud

7.3 Legitimate Dispute Process

If you have a legitimate issue:

Contact EasyPC customer service: support@easypc.com.ph
Provide order number and detailed explanation
Allow 3-5 business days for investigation
EasyPC will provide resolution (refund, replacement, store credit)
Only file chargeback if EasyPC does not resolve issue within 14 days

7.4 Payment Processor Requirements (Xendit)

IMPORTANT: EasyPC uses Xendit as our payment processor for credit/debit card transactions. In the event of a chargeback or payment dispute:

Xendit Dispute Timeline:

7 Calendar Days: EasyPC must provide evidence to Xendit within 7 days of dispute notification
Your Agreement Data: The fraud prevention policy agreement you provided at checkout serves as authorization documentation
Evidence Collected: Your agreement includes timestamp, IP address, device information, and explicit consent
Documentation Purpose: This information may be shared with Xendit and card networks for dispute resolution

What This Means for You:

Authorization Documentation:
By agreeing to this policy at checkout, you are providing:

Explicit authorization for the credit card transaction
Consent for EasyPC to process your order
Acknowledgment of verification requirements (if triggered)
Agreement to dispute resolution procedures

Dispute Defense:
The data captured at checkout (timestamp, IP address, device info) serves as proof that:

You authorized the transaction
The transaction was intentional and legitimate
You were informed of verification requirements
You agreed to the terms before proceeding

Xendit Requirements:

In case of a chargeback dispute, Xendit requires merchants to provide:

Customer name, address, phone number (from your Shopify order)
Authorization letter/document from Card Holder (your fraud policy agreement)
Shipping proof/proof of delivery
Payment proof (official receipts, invoices)
Screenshot of communication with customer
Details of product sold to buyer

Your fraud policy agreement fulfills requirement #2 and provides strong evidence for dispute defense.

Financial Impact:

Chargeback fees can reach up to USD $100 (≈₱5,600) per dispute
Merchants lose goods/services provided
Multiple chargebacks can lead to account restrictions

Your Protection:
By capturing your agreement data, EasyPC protects both parties:

✅ You: Clear record of what you agreed to
✅ EasyPC: Evidence to defend against fraudulent chargebacks
✅ Both: Transparent transaction with proper documentation

Data Sharing:
By agreeing to this policy, you acknowledge and consent that your agreement data (timestamp, IP address, device information) may be shared with:

Xendit (our payment processor)
Card networks (Visa, Mastercard, etc.)
Banks (card issuing banks)
Legal authorities (if fraud is suspected)

This data sharing is strictly for dispute resolution and fraud prevention purposes only.

8. Data Privacy & Security

8.1 Information We Collect

For fraud prevention, we collect and store:

Order Information: Items, quantities, prices, order total
Personal Information: Name, email, phone number, delivery address
Payment Information: Payment method type, last 4 digits of card, billing address
Technical Information: IP address, device type, browser, timestamp
Verification Records: Verification notes, ID copies (if provided)
Fraud Analysis Data: Risk scores, fraud flags, verification status

8.2 How We Use This Information

Your information is used exclusively for:

Order processing and fulfillment
Fraud detection and prevention
Customer verification and security
Communication regarding your order
Legal compliance and dispute resolution
Payment dispute resolution - Providing evidence to Xendit and card networks when fraudulent chargebacks are filed
Chargeback defense - Defending legitimate transactions against unauthorized dispute claims

Xendit Dispute Resolution:
In the event of a payment dispute or chargeback, your fraud agreement data (timestamp, IP address, device info, explicit consent) will be provided to Xendit as authorization documentation. This is required within 7 calendar days of dispute notification and is essential for defending legitimate transactions.

8.3 Data Protection Compliance

EasyPC complies with the Data Privacy Act of 2012 (Republic Act No. 10173):

Your data is stored securely and encrypted
Access is restricted to authorized personnel only
Data is retained for 5 years (for legal and accounting purposes)
You have the right to request data deletion after order completion
We will never sell your personal information to third parties

8.4 Your Data Rights

You have the right to:

Access your personal data
Request correction of inaccurate data
Request deletion of data (after legal retention period)
Opt-out of marketing communications
File a complaint with the National Privacy Commission (NPC)

To exercise your data rights: Contact privacy@easypc.com.ph

9. Customer Responsibilities

By agreeing to this policy, you confirm that:

✅ All information provided during checkout is accurate and truthful
✅ You are the authorized holder of the payment method used
✅ You will respond promptly to verification emails (within 24-48 hours)
✅ You understand that some orders may require verification based on fraud analysis
✅ You will provide additional documentation if requested via email
✅ You authorize EasyPC to contact you via email or SMS for verification
✅ You understand that fraudulent orders may be reported to authorities
✅ You will keep verification records for your own reference
✅ You understand same day delivery timing requirements (10:00 AM verification cutoff)
✅ You consent to data sharing with Xendit for dispute resolution purposes
✅ You understand that this agreement serves as authorization documentation for Xendit dispute defense

10. Appeals & Dispute Resolution

10.1 If Your Order is Cancelled

If you believe your order was cancelled in error:

Email: security@easypc.com.ph with subject "Order Cancellation Appeal"
Provide: Order number, explanation, and supporting documents
Response Time: 3-5 business days
Decision: Final decision will be communicated via email

10.2 Complaint Process

To file a formal complaint:

Contact: complaints@easypc.com.ph
Include: Order number, detailed description, desired resolution
Investigation: 5-10 business days
Resolution: EasyPC will provide written response with decision

11. Exemptions & Special Cases

11.1 Business/Corporate Orders

Registered businesses may qualify for expedited verification:

Provide valid Business Registration Certificate
Company email address (@company.com)
Official purchase order
Authorized signatory verification

Benefits: Faster processing, bulk order support, net payment terms (for qualified accounts)

11.2 Returning Customers

Customers with established purchase history may experience:

Reduced verification requirements
Lower fraud flag probability
Faster processing times
Priority customer service
Loyalty rewards and discounts

Qualification: 3+ successful orders without issues in the past 12 months

12. Legal Disclaimers

12.1 Right to Refuse Service

EasyPC reserves the right to refuse service or cancel orders at any time for any reason, including but not limited to:

Suspected fraudulent activity
Violation of Terms of Service
Abusive behavior toward staff
Technical errors in pricing or product information
Inventory unavailability

12.2 Limitation of Liability

EasyPC is not liable for:

Delays caused by verification processes
Loss or damage during shipping (covered by shipping insurance)
Consequential damages resulting from order cancellation
Third-party payment processor errors or delays
Xendit dispute timeline requirements (7-day response period)
Same day delivery unavailability due to verification timing

12.3 Governing Law

This policy is governed by the laws of the Republic of the Philippines. Any disputes shall be resolved in the appropriate courts of the Philippines.

13. Policy Updates & Changes

13.1 Amendments

EasyPC reserves the right to modify this policy at any time. Changes will be:

Posted on this page with updated "Last Updated" date
Notified to customers via email (for major changes)
Effective immediately upon posting

13.2 Continued Use

Your continued use of EasyPC's services after policy updates constitutes acceptance of the revised policy.

14. Contact Information

Customer Support

Email: support@easypc.com.ph
Business Hours: 9:00 AM - 6:00 PM PHT (Monday-Saturday)
Website: https://easypc.com.ph

15. Acknowledgment & Agreement

By checking the "I Agree" checkbox during the checkout process, you acknowledge that:

You have read and understood this entire Order Verification & Fraud Prevention Policy
You agree to comply with all verification requirements (if your order is flagged)
You understand that verification is based on fraud analysis, not automatic value thresholds
You understand same day delivery timing requirements (10:00 AM verification cutoff)
You authorize EasyPC to collect and process your data as outlined in this policy
You consent to data sharing with Xendit (payment processor) for dispute resolution
You understand that providing false information may result in order cancellation and legal action
You accept that EasyPC may cancel your order if verification fails
You agree to respond to verification requests within 72 hours
You understand that this agreement serves as authorization documentation for Xendit dispute defense
You understand that this agreement is legally binding

Timestamp of Agreement: Automatically recorded at checkout
IP Address: Automatically recorded for security purposes
Device Information: Automatically recorded for fraud prevention
Purpose of Transaction: Authorization for credit card payment

16. Frequently Asked Questions (FAQ)

Q1: Why was I asked to verify my order?

A: Orders flagged by our fraud detection system require additional verification to protect both you and EasyPC from fraud. Verification is based on risk factors, not order value alone.

Q2: How long does verification take?

A: Standard verification takes 1-2 hours during business hours. Orders requiring email verification may take 24-48 hours depending on your response time to our verification email.

Q3: What if I don't see the verification email?

A: Check your spam/junk folder. Verification emails come from @easypc.com.ph domain. If you still don't see it within 2 hours of placing your order, contact support@easypc.com.ph.

Q4: Can I expedite the verification process?

A: Yes! Respond promptly to our verification emails (ideally within 1-2 hours) and have your ID ready to attach. Business accounts with valid documentation can also expedite the process.

Q5: Will verification delay my delivery?

A: Verification is completed before shipping. If you respond promptly, there should be minimal delay (usually 1 business day). For same day delivery, verification must complete by 10:00 AM.

Q6: What if I don't agree with this policy?

A: This policy is mandatory for all orders. If you do not agree, please do not proceed with checkout.

Q7: Is my personal information safe?

A: Yes. We comply with the Data Privacy Act of 2012 and use industry-standard security measures to protect your information.

Q8: Can someone else receive my order?

A: Yes, but you must inform us in advance and provide the authorized recipient's information and ID.

Q9: Why didn't I get same day delivery even though I ordered before noon?

A: If your order required verification, same day delivery is only available if verification completed by 10:00 AM. Orders with incomplete verification by 10:00 AM are processed the next day. Note: Most orders do NOT require verification and qualify for same day delivery normally.

Q10: What is Xendit and why does my data go to them?

A: Xendit is our payment processor that handles credit/debit card transactions. If a chargeback dispute occurs, we must provide your agreement data to Xendit as proof of authorization. This protects both you and us from fraud.

Q11: Will all large orders require verification?

A: No. Order value alone does NOT trigger verification. Only orders flagged by our fraud detection system require additional verification. Many high-value orders from returning customers process immediately without verification.

Q12: How can I avoid verification delays?

A: Provide accurate information at checkout, use an established account, maintain good order history, and ensure billing/shipping addresses match. Returning customers with good history rarely experience verification delays.

17. Important Reminders

🔔 Before Checkout:

Double-check all order details (items, quantities, delivery address)
Ensure phone number is correct for delivery coordination
Use a valid email address you check regularly
Verify your payment method is authorized and has sufficient funds
Same day delivery: Understand 10:00 AM verification cutoff (if flagged)

📧 During Verification:

Check your email regularly for verification requests
Have your order number ready
Respond to verification emails within 24 hours (before 10:00 AM for same day delivery)
Provide requested documentation promptly via email

✅ After Verification:

Save verification confirmation email
Track your order using provided tracking number
Prepare valid ID for delivery (if required)
Inspect package upon delivery before signing

18. Zero Tolerance Policy

EasyPC has a zero-tolerance policy for:

Fraudulent orders - Reported to authorities
Chargeback abuse - Account blacklisted permanently
Identity theft - Criminal charges filed
Payment fraud - Cooperation with law enforcement
Abusive behavior - Service permanently denied

We take fraud seriously and will pursue legal action when necessary.

19. Thank You

Thank you for choosing EasyPC Philippines. We appreciate your cooperation with our verification process. These measures are in place to ensure a safe, secure shopping experience for all our valued customers.

Your security is our priority.

End of Order Verification & Fraud Prevention Policy (Fraud-Flag Version)

For questions or clarifications, please contact support@easypc.com.ph

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