Job Properties
  • Job Type
    Full-time Position
  • Background
    Management & Business Others
  • Languages
  • Experience Required
    1 - 2 Years
  • Degree Required
    • Province
      272 reviews
    • Date Posted
      May 07,2021
    • VISA
    • IMG_6430
    • Career Consultation
    • CV CHECK
    • 周年特惠 IP

    Fraud and Refund Agent (Maternity Cover)

    At BESTSELLER, we are more than 15,000 people working for over 20 fashion brands such as JACK & JONES, SELECTED, VERO MODA, ONLY, PIECES, VILA, OBJECT, MAMALICIOUS, NAME IT, NOISY MAY and Y.A.S.

    At BESTSELLER E-Commerce, we are an international team of 170 people from more than 40 nationalities with the purpose to drive all e-commerce functions at BESTSELLER. With our office in the heart of Amsterdam as well as locations in Poland and Denmark, we are supporting all fashion brands of the BESTSELLER family and sell online in 15 countries around the world. We work in an environment where fashion meets technology. Challenging ourselves to offer the best experience to our customers and stakeholders and to work with the latest technologies is what drives us. As a team, we value autonomy and flexibility. We thrive in a flat organization, where everyone has the chance to grow and learn. For more information, please go to

    We are a family-oriented company that takes care of their employees offering different benefits such as:

    • Competitive salaries
    • 50% discount on all the BESTSELLER
    • Relocation assistance for internationals
    • Gym memberships discounts
    • Flexible working times (FLEXIBILITY)
    • Catered breakfast and lunch in the office
    • A workplace run on trust with a positive, inspiring working atmosphere
    • A culture of trust, autonomy, and continuous feedback
    • Extensive onboarding
    • Plenty of opportunities of professional and personal development (LEARNING)

    We are currently looking for a results-driven individual to join us on our exciting digital journey and contribute to boosting growth through digitalization in a global fashion company. Will you be our temporary Fraud and Refund Agent as part of the Customer Payments Team from June through December?


    As an Fraud and Refund Agent, you are central to providing customers with have a hassle-free payment and refund experience. You review suspicious transactions to ensure that purchases are being made by ‘true’ customers, not fraudsters. You act as the point of contact for banks, credit card issuers and police in regard to fraudulent transactions. You process refunds in a timely way to ensure customers receive their money back without any negative impact on their shipping experience. You attend quality training and you continue to adapt to continuous improvement projects to improve process efficiency and quality.


    • Review suspicious transactions in Adyen and determine whether payment and order should proceed
    • Initiate failed, ghost order and Customer Service related refunds
    • Respond to transaction-related queries from Klarna
    • Monitor and respond to emails sent to central fraud inbox
    • Act as a point of contact for banks, credit card issuers and police in regard to fraudulent transactions


    • Maintain low charge-back rates
    • Optimise challenged and cancelled order numbers while maintaining low fraud rates
    • Maintain high quality screening through minimising percentage of chargebacks against GS2 reviewed and approved by Fraud team
    • Respond to Klarna with two working days of receiving query
    • Provide refunds to customers by next working day

    • Proactive
    • Analytical
    • Detail orientated
    • Ability to manage, and as necessary, delegate revenue protection workload
    • Team player


    We look forward to hearing from you! Please apply directly using the apply button below or via our website. In case you have any further questions about the role, you are welcome to contact Anthony Allen at


    Website -

    Instagram - @bestseller_ecommerce

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