What to do if my purchase is flagged as suspicious?

Situation: You buy an airline ticket and go about your business. Then suddenly you get a call saying your purchase has been flagged as suspicious, your money is refunded, and the ticket is canceled. Why does this happen? Let’s find out.

Anti-fraud

Fraudulent operations are common in the airline ticket sales industry. But what if you, and not some fraudsters, are accused of a suspicious transaction? There’s nothing personal here; it’s simply the security system at work.

Anti-fraud (from English “anti-fraud”) or fraud monitoring is a special system for monitoring financial transactions for suspicious activity from a fraud perspective.

At Kupi.com, we use a special system that identifies suspicious transactions based on specific algorithms. All your paid orders go into it, and it also indicates information about where you paid for the order, your card’s bank details, and so on.

Example of a suspicious transaction: a purchase of a Kyiv-Dushanbe ticket. The passengers are citizens of Tajikistan, but the ticket was geographically purchased in South Africa and paid for with an American bank card. Such a purchase, undoubtedly, raises questions.

What to do if your purchase is flagged as suspicious?

Most importantly, don’t be afraid. If we detect a disputed transaction, we will send an email to the address you provided when ordering, informing you about your suspicious purchase. And sometimes we call immediately. Afterwards, you will need to provide the payment authorization code or send photos of your passport and bank card. The submitted data will confirm that your purchase is genuine and intentional, not fraudulent.

If you do not provide the requested data, the ticket will be canceled, and the money will be fully refunded to your bank card.

We understand that sometimes even the most ordinary purchases are flagged as suspicious; however, the detection of such transactions is an automated process and functions without human intervention. The employee’s task is to verify the authenticity of the purchase. We ask for your understanding and patience in this matter.