Confirming your identity

Firstly, thank you again for being a customer of WA Fresh Delivered.

So we can do what we do best – being to bring you market fresh produce at great prices - we operate robust risk management controls to ensure we don’t shoulder the cost of a significant problem for online businesses – that is card fraud.

This helps us, as an online only business, to keep our costs low, and ensure we continue to pass those savings onto customers.

From time to time, we will need to confirm the identity of our customers. If this is the case, you will have received an email from us, that directed you to this specific help page.

Why have I been asked to visit this page?

With your recent order, our risk management process identified your order for human review.

After human review, we want to make absolutely sure that you are indeed the person whom has been issued the payment card used for the transaction.

Once this process is complete, we’ll release the hold from your account and orders, and resume shipping to you promptly.

Why do you need this information?

This information is required by us for this transaction so that we can demonstrate to our bank (if and when needed by them) that we have - in accordance with their credit card processing agreement - performed all the relevant steps to prevent fraud.

Why do you need to verify I’m the person the card used was issued to?

All business who accept credit cards do so under a merchant agreement with their bank or financial institution. That agreement places responsibilities on us – being the business accepting the card for payment - to ensure we take reasonable and practical steps to prevent fraud.

In Australia during the 2017 calendar year, credit card fraud cost small to medium businesses over$580 million. This eats into the profit margins of these small to medium businesses, and more often than not – it’s the customers of these businesses who shoulder this cost - through increased prices, which we want to avoid.

As an online only business, there are additional challenges for us to preventing fraud, as we don’t see the you face to face when accepting your order.

We can, and do, use software tools that help increase our confidence that you are who you say you are – but there’s also times where the human touch is valuable, as it puts things beyond doubt.

Your form asks for some information that could be considered sensitive, how do you ensure this information is protected?

The information provided for this purpose is handled in accordance with the Australian Privacy Principals, including storing this information on secure servers and platforms, for which accessed is logged and stringently controlled to prevent any unauthorised use.

Once the photographs of your drivers license and credit card information are no longer needed, all copies of this information under our control is securely deleted and redacted from our files.

For more information on our privacy policy, and to understand how we handle your information, please visit:

• Our Privacy Policy - https://www.wafresh.com.au/privacy/
• Help Centre article - How do you keep my personal and payment information secure?

Who can I contact to ask further questions before submitting this form and details?

Simply reply to the email that directed you to this page.

Our Customer Service Manager is more than happy to get in touch with you by phone and answer any additional questions you may have.

Where can I download the form I need to complete?

Click the link below to download the form: