Fraud Prevention & Chargeback Policy

Effective Date: August 8, 2026

TruViiant™ Designs is committed to providing a safe, secure, and trustworthy shopping experience for our customers while protecting our business from fraudulent transactions, unauthorized purchases, payment disputes, and chargeback abuse.

This Fraud Prevention & Chargeback Policy applies to purchases made through the 

TruViiant™ Designs website, Shopify store, invoices, custom-order transactions, bulk orders, organizational merchandise programs, and other approved sales channels.

By placing an order with TruViiant™ Designs, customers agree to provide accurate information and authorize payment for the products and services ordered.

1. Fraud Prevention

TruViiant™ Designs reserves the right to review transactions that appear unusual, inconsistent, unauthorized, or potentially fraudulent.

An order may be temporarily placed on hold while payment or customer information is verified.

Fraud-prevention reviews are intended to protect both our customers and TruViiant™ Designs .

2. Payment Authorization

By submitting payment, the customer represents that they are authorized to use the payment method provided.

Customers are responsible for ensuring that billing information is accurate, including the cardholder's name, billing address, ZIP code, and other information requested during checkout.

Unauthorized use of another person's payment method is prohibited.

3. Shopify & Payment Processing

Online transactions may be processed through Shopify and its available payment-processing services.

TruViiant™ Designs may use available fraud-detection and payment-security tools to evaluate transactions before fulfillment.

A successful payment authorization does not necessarily prevent an order from being reviewed for suspected fraud.

4. Orders Subject to Additional Verification

Certain transactions may require additional verification before production or shipment.

Factors that may result in review can include:

  • Billing and shipping information that does not match
  • Unusual purchasing patterns
  • Multiple unsuccessful payment attempts
  • High-value orders
  • Unusually large quantities
  • Expedited shipping requests
  • Multiple cards used for the same transaction
  • Information that cannot reasonably be verified
  • Fraud warnings generated by a payment processor
  • Other indicators of unauthorized activity

The presence of one of these factors does not automatically mean that a transaction is fraudulent.

5. Verification Requests

When additional verification is reasonably necessary, TruViiant™ Designs may contact the customer before processing the order.

We may request appropriate information necessary to confirm the transaction.

For security reasons, customers should never send complete credit card numbers, card security codes, account passwords, Social Security numbers, or other unnecessary sensitive financial information by email or text message.

TruViiant™ Designs will not request a customer's account password.

6. High-Value Orders

Large custom, bulk, corporate, church, nonprofit, conference, or organizational orders may require additional payment verification.

TruViiant™ Designs may require:

  • Written quote approval
  • Signed order authorization
  • Deposit
  • Verified billing information
  • Purchase order
  • Authorized organizational contact
  • Final payment before merchandise is released

Additional safeguards may be used when reasonably appropriate to the transaction.

7. Shipping Address Verification

Customers are responsible for providing accurate billing and shipping information.

An order being shipped to an address different from the billing address may be reviewed before fulfillment, particularly for high-value transactions.

TruViiant™ Designs may contact the customer to confirm shipping information.

8. Order Holds

An order under review may be temporarily placed on hold.

Production and shipping timelines generally begin after required payment and verification issues have been resolved.

For event-related or rush orders, verification delays may affect the requested production schedule.

Customers should therefore ensure that accurate billing and contact information is provided when placing the order.

9. Right to Decline or Cancel Suspicious Transactions

TruViiant™ Designs may decline or cancel a transaction when we reasonably believe it presents an unacceptable risk of fraud, unauthorized payment, or unlawful activity.

If a transaction is canceled before production and payment has been captured, the payment may be voided or refunded as appropriate.

This provision will be applied consistent with applicable law and without unlawful discrimination.

10. What Is a Chargeback?

A chargeback occurs when a customer asks their bank, credit card issuer, or payment provider to reverse a transaction.

Chargebacks are designed to protect consumers from legitimate issues such as unauthorized transactions or merchandise that was not provided as agreed.

However, a chargeback should not be used as a substitute for contacting TruViiant™ Designs about an ordinary customer-service concern that we can reasonably investigate and resolve.

11. Contact Us Before Filing a Payment Dispute

If there is a problem with your order, we encourage you to contact TruViiant™ Designs Customer Care before initiating a chargeback, when appropriate.

Many issues involving:

  • Missing packages
  • Incorrect products
  • Damaged merchandise
  • Production errors
  • Refund status
  • Duplicate transactions
  • Shipping delays

can often be investigated and resolved directly.

Contacting us first does not limit any legal rights or deadlines you may have with your financial institution.

12. Unauthorized Transactions

If a customer genuinely believes their payment method was used without authorization, they should promptly contact their financial institution.

TruViiant™ Designs will cooperate with legitimate payment-provider investigations as appropriate.

13. Custom Orders & Chargebacks

Custom merchandise may be produced specifically according to customer-approved artwork and specifications.

For custom orders, TruViiant™ Designs may maintain documentation including:

  • Order confirmation
  • Payment records
  • Customer communications
  • Digital proofs
  • Artwork approvals
  • Size and quantity confirmations
  • Personalization approvals
  • Production records
  • Shipping records
  • Tracking information
  • Delivery confirmation

These records may be provided to the payment processor or financial institution when responding to a payment dispute.

14. Artwork Approval Documentation

When customers approve artwork for production, TruViiant™ Designs may retain the approval as part of the transaction record.

This is particularly important when a dispute involves claims that merchandise was not produced as requested.

Our Custom Orders & Artwork Approval Policy provides additional information concerning customer approvals.

15. Delivery Documentation

For shipped orders, TruViiant™ Designs may retain:

  • Carrier name
  • Tracking number
  • Shipment date
  • Delivery status
  • Delivery confirmation
  • Shipping address
  • Other available carrier documentation

This information may be used to investigate claims involving non-delivery.

16. Packages Marked Delivered

A carrier's delivery confirmation may be considered when reviewing a non-delivery claim.

However, we understand that delivery problems can occur even when tracking shows “Delivered.”

Customers should promptly contact TruViiant™ Designs when they cannot locate a package so that available options can be investigated.

17. Duplicate Charge Claims

If you believe you have been charged more than once for the same transaction, please contact TruViiant™ Designs before assuming that all visible transactions are completed charges.

Financial institutions sometimes display temporary authorization holds separately from completed transactions.

We will review our transaction records and assist with determining whether an actual duplicate charge occurred.

18. Refunds Already Issued

Customers should allow the applicable financial institution reasonable processing time after TruViiant™ Designs issues an approved refund.

If a refund has already been processed, initiating a separate chargeback for the same amount may create duplicate dispute activity.

Contact us if an expected refund has not appeared within the timeframe communicated by the applicable payment provider.

19. Chargebacks After Receiving Merchandise

A customer should not intentionally retain merchandise and seek reimbursement through a payment dispute based on information they know to be materially false.

If a dispute is filed, TruViiant™ Designs may provide relevant transaction documentation to the applicable financial institution.

Nothing in this policy limits a customer's right to dispute a legitimate transaction or seek remedies available under applicable law.

20. False or Misleading Dispute Claims

TruViiant™ Designs may contest chargebacks when available evidence indicates that:

  • The transaction was authorized
  • Merchandise was delivered
  • Custom artwork was approved
  • The product materially matched the confirmed order
  • A refund was already issued
  • The dispute contains materially inaccurate information

Our response may include relevant documentation necessary for the financial institution to evaluate the claim.

21. Chargeback Evidence

Depending upon the circumstances, TruViiant™ Designs may submit evidence such as:

  • Order records
  • Customer name
  • Billing and shipping information
  • Order confirmation
  • Proof of customer authorization
  • Customer correspondence
  • Artwork approval
  • Digital proofs
  • Production documentation
  • Tracking information
  • Delivery confirmation
  • Applicable policies
  • Refund records

Information will be handled in accordance with applicable privacy requirements.

22. Customer-Service Disputes

Customers should use our established policies for ordinary order concerns.

These include the TruViiant™ Designs:

Return & Refund Policy
Shipping Policy
Cancellation & Order Modification Policy
Custom Orders & Artwork Approval Policy
POD Fulfillment Policy

We will review qualifying customer-service claims according to those policies and applicable law.

23. Pending Chargebacks

Once a chargeback has been initiated, the dispute may be controlled by the customer's bank or payment processor.

TruViiant™ Designs may be limited in its ability to issue a separate refund while the dispute is active.

Customers may be asked to work through the applicable financial institution until the dispute has been resolved.

24. Fraudulent or Abusive Account Activity

TruViiant™ Designs may restrict future purchases when there is documented evidence of repeated fraudulent transactions, unauthorized payment activity, or materially false payment disputes.

Any restrictions will be based on legitimate business and security considerations and applied consistent with applicable law.

25. No Retaliation for Legitimate Disputes

TruViiant™ Designs recognizes that customers have legitimate rights concerning unauthorized transactions, billing errors, defective merchandise, and other payment disputes.

We will not treat the good-faith exercise of those rights as fraudulent merely because a customer raises a complaint or files a legitimate dispute.

Our fraud-prevention measures are intended to address actual payment risk and abuse.

26. Organizational Orders

For businesses, churches, ministries, nonprofits, schools, conferences, and other organizations, the person authorizing payment should have authority to make purchases on behalf of the organization.

For larger transactions, TruViiant™ Designs may retain:

  • Authorized representative information
  • Quote approval
  • Invoice
  • Purchase order
  • Deposit record
  • Artwork approval
  • Delivery confirmation

These records help protect both organizations and TruViiant™ Designs from misunderstandings.

27. Deposits & Partial Payments

Custom or bulk orders may involve deposits or installment payments.

Customers should review the applicable quote, invoice, and cancellation terms before submitting payment.

Amounts already applied to authorized design work, digitization, merchandise purchasing, or production may be subject to our Cancellation & Order Modification Policy.

28. Gift Cards & Store Credit

When offered, gift cards and store credits may be subject to additional fraud-prevention measures.

TruViiant™ Designs may review suspicious transactions involving unusually large gift-card purchases or other activity associated with elevated fraud risk.

29. Promotional Abuse

Promotional codes, referral offers, discounts, or customer incentives may not be intentionally manipulated through fraudulent accounts, unauthorized transactions, or deceptive activity.

TruViiant™ Designs may cancel improperly obtained discounts or promotional benefits consistent with the terms of the applicable promotion and applicable law.

30. Security & Customer Privacy

Fraud prevention sometimes requires the processing of customer and transaction information.

TruViiant™ Designs will handle personal information according to our Privacy Policy and applicable law.

We will not ask customers to provide unnecessary sensitive financial information through unsecured communications.

31. Relationship to Other TruViiant™ Designs Policies

This Fraud Prevention & Chargeback Policy should be read together with our:

  • Terms of Service
  • Privacy Policy
  • Return & Refund Policy
  • Shipping Policy
  • Cancellation & Order Modification Policy
  • Custom Orders & Artwork Approval Policy
  • Intellectual Property & Customer-Submitted Artwork Policy
  • Embroidery, Printing & Color Variation Policy
  • Bulk & Organizational Order Policy
  • POD Fulfillment Policy
  • Rush Order & Event Deadline Policy

Specific quotes, invoices, or written agreements may contain additional terms applicable to particular transactions.

Contact TruViiant™ Designs 

Questions concerning billing, unauthorized transactions, refunds, or payment disputes should be directed to:

TruViiant™ Designs 
Customer Care & Billing
Email: support@truviiant.com
Website: www.truviiant.com
Business Hours: Monday through Friday, 9:00 AM to 5:00 PM Pacific Time

Please include your order number when contacting us regarding an existing transaction.

The TruViiant™ Designs Transaction Standard

Secure Transactions. Clear Approvals. Professional Service.

We believe protecting our customers and protecting our business go together. Clear communication, documented approvals, secure payment practices, and responsive customer service help create a shopping experience built on trust.

TruViiant™ Designs 
Truth. Excellence. Purpose.